Salesforce Forges Partnership with Bouygues Telecom to Place AI at the Heart of its Customer Relations

Agentforce World Tour Paris, May 22, 2025 | A partner to Bouygues Telecom for over a decade, Salesforce, the #1 AI CRM, today announced a new milestone in their collaboration with the deployment of Agentforce within the operator’s CRM platform. This initiative is part of a series of innovations planned for 2025, which began with the successful launch of Bouygues Telecom’s Be360+ augmented console, now used by 6,000 customer advisors.

The integration of Artificial Intelligence (AI) is a cornerstone of Bouygues Telecom’s innovation strategy, reflecting its unwavering commitment to anticipating future needs and delivering high-quality customer experiences. Since 2017, the operator has progressively integrated AI into its customer interactions, and with the emergence of AI agents, it is accelerating the transformation across all its business activities.

Be360+: A first showcase of the partnership

Renowned for the quality of its customer service, Bouygues Telecom has continuously strived to integrate new features and technologies, particularly through its long-standing alliance with Salesforce, to enhance the effectiveness of its sales and customer advisors. Recently, the operator reached a new milestone by boosting its CRM platform with Salesforce’s Agentforce AI agents, first demonstrated by the launch last April of the Be360+ augmented console. 

Powered by AI agents, this console aims to optimize the resolution of customer inquiries. Among other benefits, it enhances the analysis of customer cases by providing summaries of past interactions, thus enabling a rapid and thorough understanding of each customer. 

Furthermore, the Be360+ console enables the review of phrasing, along with spelling and grammatical correction of written communications, to help ensure linguistic accuracy and high compliance. This marks an initial step, and to fully harness the potential of AI agents, it is embedded in a long-term strategy of continuously enriching the operator’s tools.

Agentforce: Customizable, autonomous AI agents capable of connecting to all enterprise data

Agentforce, Salesforce’s digital labor platform, supports Bouygues Telecom’s customer service advisors by automating routine tasks and optimizing processes, thereby allowing them to focus on high-value customer needs and relationship building. The adoption of Agentforce reflects a significant trend where AI agents assist employees, bolstering operational efficiency and helping to improve job satisfaction by handling recurring inquiries. 

Bouygues Telecom also can leverage its entire customer dataset through Data Cloud, Salesforce’s hyperscale data engine, thus providing a 360-degree customer view to deliver more personalized experiences. Initially rolled out to customer relations centers, future Agentforce applications are planned to equip advisors working in Bouygues Telecom stores.

Alain Angerame, Director of Customer Relations & Employee Experience at Bouygues Telecom, stated: “By integrating Salesforce’s Agentforce, our customer advisors benefit from tools that automate repetitive tasks and personalize interactions, allowing them to concentrate on what truly enriches their role: the human connection. AI becomes a genuine virtual assistant, freeing up time for active listening, empathy, and bespoke support, all while reinforcing operational efficiency and the quality of customer service, which is central to our strategic plan.”

By integrating Salesforce’s Agentforce, our customer advisors benefit from tools that automate repetitive tasks and personalize interactions, allowing them to concentrate on what truly enriches their role: the human connection.

Alain Angerame, Director of Customer Relations & Employee Experience at Bouygues Telecom

Emilie Sidiqian, CEO of Salesforce France, added: “By adopting Agentforce, Bouygues Telecom is shaping the future of customer service in the telecommunications industry, demonstrating that the synergy of technology and human ingenuity creates exceptional experiences and lasting loyalty.”

About Bouygues Telecom

Bouygues Telecom, a subsidiary of the Bouygues group, is a French all-round operator of digital communication. In 2024, the company achieved a turnover of 7.8 billion euros, employs 11,200 employees, and has 510 stores in France. Founded in 1994, Bouygues Telecom is committed to providing its residential, business and public administration customers with high-quality, innovative and secure fixed and mobile communications as well as superfast internet by constantly improving its network and user experience. 26.9 million mobile customers and 5.2 million fixed customers put their trust in Bouygues Telecom, the leading operator for WiFi and fixed internet connections, according to Nperf in 2024 and ranked No. 2 for mobile according to Arcep in 2023. Its 4G network now covers 99% of the French population, and its 5G network more than 18,800 municipalities and more than 84% of the French population. Bouygues Telecom Entreprises supports nearly 100,000 business customers, including 70% of the CAC 40, in adopting new collaborative practices, migrating to the cloud and transforming their digital infrastructures. Bouygues Telecom aims to reduce its scope 1 and 2 carbon emissions by 29.5% and its scope 3 emissions by 17.5% by 2027, which are targets that have been endorsed by the Science Based Targets (SBTi) initiative.

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