Contact centers are under pressure to reduce operating costs while meeting customers’ ever-increasing expectations, but their efforts to address this with AI are hampered by disconnected systems. Customer data lives in silos, separated from the context across the channels and systems that humans and AI agents need to act. Legacy contact center tools rely on slow, costly custom integrations to stitch together CRM and AI platforms. Without a unified foundation that connects data, systems, and AI natively, contact centers can’t deliver on reducing costs or improving service with AI.

Today, Salesforce introduced Agentforce Contact Center, the only contact center solution that unifies voice, digital channels, CRM data, and AI agents natively in a single system, enabling customer self-service at scale, seamless AI-to-human handoffs, and real-time visibility across every interaction. Every agent pulls from the same source of truth, so they can proactively understand the customer’s complete history and incorporate insights from voice conversations, chats, texts, past purchases or marketing activity into every interaction. And because Agentforce Contact Center is built on Salesforce’s unified platform, there’s no need for expensive, time-consuming integrations, resulting in intelligent, integrated service able to meet customer demands without the added operating costs. 

“Managing support across professional installers, retail partners, and direct consumers requires a contact center solution that understands context,” said Beth LeClerc, VP of Business Systems Architecture & Web Services at Savant Systems. “Agentforce Contact Center’s ability to intelligently route customers and provide our agents with the right information for each interaction — whether it’s a luxury home installer or a DIY smart home enthusiast — ensures we deliver premium service across every touchpoint of our business.”

A New Standard for Service

In this unified solution, AI agents resolve more cases autonomously, and help to ensure that only the highest-priority or most complex issues are escalated to humans. When these handoffs occur, human agents receive the full context of the interaction, allowing them to pick up exactly where AI agents left off. By eliminating context gaps, tool switching, and data siloes, teams can achieve outcomes like increased first-touch resolution, decreased average handle time, and increased customer satisfaction.  

Now, human and AI agents don’t just answer questions; they take action, and every customer interaction becomes smarter and more personalized.

• Enable Smarter Agents Across Every Channel: Agentforce knows your customer’s needs before they do, because it understands every interaction from sales and marketing to service. These agents work in sync to complete tasks on behalf of customers, like rebooking a flight or updating a billing cycle. Customers no longer have to repeat a single detail. When humans and AI agents both work in the same CRM, they have the full picture of the customer’s journey.
• Create Seamless Handoffs: When a case is too complex for AI, the handoff to a human is finally more seamless. Because every channel is native and connected to your sales, service, and marketing data, your human agents receive the full transcript and customer history instantly. They pick up exactly where the AI left off, helping to ensure that the customer never has to repeat a single detail.

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• Unlock the Value of Voice Data: By making voice native to the CRM, Agentforce Contact Center automatically bridges the gap between spoken conversation and customer records, capturing nuances in real time. This creates a continuous feedback loop that uses unstructured voice data to help improve AI accuracy and provide supervisors with total visibility into customer sentiment.
• Launch One Workspace for Everyone: The whole contact center team works in a single view, and supervisors manage the entire operation from one dashboard. You can build an agent once and deploy it across every channel, including voice, to accelerate your AI rollout while keeping routing rules consistent for both your AI and human teams.

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Customers Validate This New Standard

Agentforce Contact Center isn’t just helping teams answer phones; it’s giving humans and AI the shared context to resolve issues on the first touch and finally deliver AI-first service. Hear what our early adopters are saying:

“We were looking for a way to expand our reach without compromising the individualized support that makes our model effective,” said George Reuter, Managing Director of Impact & Innovation at Compass Working Capital. “With Agentforce Contact Center, we can streamline the enrollment process, unify our data, and give our teams AI-driven insights — all while maintaining the close partnerships with families with low incomes that are essential to building lasting financial security.” 

“With Salesforce, Ferguson is able to engage customers and trade professionals across digital channels to solve issues quickly,” said Nathan Bohneman, Senior Digital Product Manager at Ferguson. “I’m excited about how Agentforce Contact Center could enable us to bring together our engagement channels, CRM data, and the power of agentic AI to deliver the seamless, personalized service our customers expect.”

“Our guests expect seamless, personalized service across every touchpoint — from their initial booking inquiry to post-stay support,” said Mohamed Mohsen, CIO at PAM Hotels. “We’re excited about how Salesforce can help us deliver that experience through a unified platform and digital channels, all enhanced by AI automation. The ability to serve more guests efficiently, while maintaining our signature hospitality approach, is exactly what we need to grow our vacation club and strengthen relationships with families who return to our properties year after year.”

Salesforce Vision for Service

“Contact centers patched together with a variety of legacy tools cannot bridge the gap between AI and CRM,” said Kishan Chetan, EVP and GM of Agentforce Service at Salesforce. “By treating voice, AI, and CRM as a single service nervous system, we give human and AI teams the shared context they need to turn every interaction into a resolution. Following the launch of Agentforce Voice last fall, we’ve now created the first truly agentic contact center. We’re just getting started with our contact center innovation, and we’re excited for the momentum headed into Dreamforce in September.”

Get Started Quickly with Agentforce Contact Center 

We know customers are facing these pressures today, which is why we designed Agentforce Contact Center to start small and scale smart. In the time it would take to connect data for a single fragmented pilot elsewhere, customers can begin executing on a native, fully connected agentic contact center. With phone number setup that takes minutes, not days, this easy on-ramp allows customers to unify a small group of agents or a single channel and scale from there, enabling teams to deliver AI-first service in weeks, not months.

Unifying the Contact Center Ecosystem with a Robust Partner Network

Systems Integrators (SIs) like Accenture (now including NeuraFlash), Deloitte Digital, IBM Consulting, and PwC see firsthand how much AI potential is unlocked when data is connected and how contact centers can deliver better service when AI agents and humans work cohesively together across all channels. Our implementation partners are already helping our customers skip the “construction project” of multiple channels, AI tools, and data streams and move straight to an integrated AI and human service model on one platform, delivering more value faster and turning support into a growth engine. Whether you use Agentforce Contact Center’s native voice capabilities or choose one of our telephony partner integrations through Salesforce AppExchange, any business can build the contact center that works best for your business.

Availability

• Agentforce Contact Center is generally available as an add-on to all Agentforce Service customers in the U.S. and Canada. 

More Information

• Learn more about Agentforce Contact Center
• Watch the demo of Agentforce Contact Center in action
• Read the new Contact Center guide
• Speak to a specialist today