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Gartner® Names Salesforce a Leader in Conversational AI Platforms

Gartner has named Salesforce a Leader in the 2026 Magic Quadrant™ for Conversational AI Platforms — our first time recognized in this report. We believe this reflects the strength of Agentforce as a unified platform for the Agentic Enterprise, grounded in Data 360 and Customer 360 so agents reason over real-time data instead of stale exports — with Agent Script giving enterprises deterministic control over how agents act, across every channel including voice.

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Find out why analysts recognize Salesforce Agentforce as the premier platform for autonomous AI agents.

  • Highest in Capability and Strategy
  • Elite Market-Leading Proficiency
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Salesforce’s native connection to the Salesforce CRM platform and Slack... allows customers to quickly get up and running with conversational AI applications, including AI agents that are already pre-integrated with their existing CRM system.”

— IDC MarketScape
Worldwide Conversational AI Platforms, 2025
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The Elite Choice for the Agentic Enterprise

90+ Elite Rating: Futurum Signal

Salesforce achieved the highest possible zone in Futurum’s assessment of Agentic AI Platforms, driven by the global launch of Agentforce 360. With a focus on ethical AI and hyper-personalized customer experiences, Salesforce is redefining how humans and agents work together.

Salesforce has achieved Elite status by strategically pivoting towards the 'Agentic Enterprise'... its expanded partnerships with leading AI model providers and focus on ethical AI differentiate its offerings.”

— Futurum Signal
Agentic AI Platforms for Enterprise, 2025
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Omdia Universe: Salesforce Named a Leader for the 5th Year

Salesforce has been recognized as a Leader in the 2026 Omdia Universe for Customer Engagement Platforms (CEP). Ranking highest across all three critical dimensions—Market Presence, Solution Capability, and Strategy & Execution—Salesforce is recognized for delivering an "AI-first" operating model that unifies the entire enterprise.

Find out why Omdia considers Salesforce the "connective tissue" of the modern customer journey.

  • Best in Class: Solution Breadth
  • Best in Class: Vendor Execution
  • Top-Tier: AI/Automation
  • Top-Tier: CEP Functionality
  • Top-Tier: Market Momentum

In practice, Salesforce functions less like a standalone product and more like a customer engagement operating system for humans and AI working together.”

— Mila D’Antonio
Principal Analyst, Omdia
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Why Salesforce is a Leader in the Universe

  • Truly Unified Customer 360: Connect sales, service, marketing, and commerce on a single, shared data foundation—no loosely stitched tools.
  • Agentforce & AI Native Orchestration: AI isn't an add-on; it’s the core execution layer. Configure, govern, and scale autonomous agents using the same low-code tools you already trust.
  • Enterprise-Scale Governance: Powerful cross-channel workflows enabled by Flow and deep integration via MuleSoft ensure work moves smoothly between humans and AI agents without breaking context.
  • The AI-Powered Front End: With Slack as the command center, Salesforce provides a shared operating environment where teams and AI collaborate in real-time.

Salesforce stands out in the CEP market because it treats engagement as a platform-first strategy... creating a single, real-time customer profile that every team and every agent can rely on, eliminating silos and enabling consistent, personalized interactions across every touchpoint.”

— Omdia Universe
Customer Engagement Platforms, 2026

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