Introducing the Agentic Contact Center: AI, Channels, and CRM All in One.
Learn moreAgentforce Contact Center
Deliver seamless customer service with humans and AI agents.
Improve customer satisfaction in every interaction with unified CRM, data, and channels on a single platform with Agentforce Contact Center. Humans and AI agents seamlessly deliver 24/7 service, while lowering costs.
What is Agentforce Contact Center?
Deliver customer service built for the Agentic Enterprise. Agentforce Contact Center is the only solution that unifies voice, digital channels, CRM data, and AI agents natively in a single system. With an end-to-end agentic contact center, you can immediately deploy customer self-service at scale, ensure seamless AI-to-human handoffs, and maintain real-time visibility across every interaction.
Solve issues faster using humans and AI agents.
Provide 24/7 support for customers across every channel with AI agents that handle routine tasks with empathy and context. Whether answering calls or checking past purchase history, Agentforce agents use complete customer context to resolve issues faster or escalate to a human.
Deliver concierge-style self-service across every digital channel. Agentforce uses automation and generative AI to proactively resolve customer issues, boosting satisfaction while reducing service costs.
Boost productivity and accelerate resolution with AI-generated, step-by-step action plans for every case. With real-time customer data and company knowledge, your team can ensure policy compliance and maintain high service standards for every interaction.
Build AI agents and manage routing on a unified data foundation, then launch flows across every channel with just a few clicks. By using a single set of instructions and trusted CRM data, you can ensure consistent, high-quality service whether a customer reaches out via phone, chat, or messaging.
Improve service with unified data across every channel.
Personalize and proactively resolve cases instantly across every channel. By linking these interactions directly to your customer record, you can eliminate integration complexity and ensure every conversation is captured in real time to deliver a personalized experience.
Eliminate the need for customers to repeat themselves and give your team built-in context for every interaction. Automatically direct cases with combined intelligent routing and full customer history, ensuring AI agents have the complete customer picture, and when escalations happen, human agents can pick up exactly where the AI left off.
Empower your team with an intelligent workspace that connects every case from every channel into one, unified view. By combining AI-driven automation with real-time collaboration, you can transform fragmented cases into a proactive, seamless experience with actionable insights needed to resolve cases faster.
Optimize contact center management in real time.
Manage your entire operation with a live view of human and AI performance data. Use real-time analytics to spot trends and proactively adjust agent status, queues, and skill assignments based on live signals.
Turn every interaction into actionable intelligence by capturing sentiment and feedback as it happens. Use this real-time data to fix problems fast and personalize support before issues impact more customers.
Automatically capture customer feedback across every touchpoint to improve satisfaction and track long-term loyalty trends. Use AI-powered surveys to gather insights quickly and optimize training for service teams.
Agentforce Contact Center will help us streamline our enrollment process and empower our teams with unified data and AI-driven insights.
George ReuterManaging Director of Impact & Innovation, Compass Working Capital
Agentforce Contact Center's ability to intelligently route customers and provide our agents with the right information for each interaction ensures we deliver premium service across every touchpoint of our business.
Beth LeClercVP of Business Systems Architecture & Web Services, Savant Systems
Extend Agentforce Contact Center with products from across Agentforce Service.
Customer Service AI
Improve your service team productivity and customer experiences with AI directly in the flow of work.
Service Portal
Deflect cases, cut costs, and improve efficiency by empowering your customers to find answers themselves first.
Digital Channels
Deliver seamless, personalized conversational experiences across channels — at scale.
Agentforce Voice
Build AI voice agents that sound human and serve customers autonomously 24/7.
CCaaS Integrations
Bring your preferred telephony channel directly into Salesforce to eliminate data silos.
Feedback Management
Survey employees and customers to surface trends and take action with your CRM data.
Agentforce Contact Center Pricing
Simply add Agentforce Contact Center to your Service Cloud Unlimited, Enterprise or Agentforce 1 Edition to get started with your Contact Center solution.
Agentforce Contact Center
One simple package to unify your contact center.
$
125
USD/User/Month
- Native Voice
- Digital Channels
- AI Enhancements
Agentforce Contact Center Voice
Native voice for Agentforce 1 Edition
$
75
USD/User/Month
(Agentforce 1 Edition Only)
- Native Voice
- Unlimited Platform Voice Minutes
- Directly Integrated Customer Data
This page is provided for informational purposes only and is subject to change. Contact a sales representative for detailed pricing information.
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Contact Center Software FAQ
A contact center is a hub where companies manage customer interactions across communication channels, including phone, email, messaging, and social media.
Contact and call center software empowers your company to manage customer service in the cloud. Engage with customers across digital or voice channels, route the right work to the right agent at the right time, and give supervisors omni-channel visibility. Learn more about the differences between contact centers vs call centers.
Call center software refers to telephony tools that allow service organizations to connect with their customers over the phone. Contact center software, meanwhile, will typically include omnichannel engagement options, as well as routing and tools for supervisors to monitor their contact center and report on analytics.
CRM stands for customer relationship management, and it allows your company to stay connected to customers across departments, run your business efficiently, and boost customer satisfaction. Contact center software provides the real-time engagement channels to manage your customer support needs. CRM and contact center software can integrate seamlessly.
Choose a contact and call center software that enables you to support your customers on their channel of choice and gives your agents access to the same set of customer data, tools, and workflows regardless of channels.
Contact center CRM software, also known as customer relationship management software, is a tool used by contact centers to improve customer contact center experiences. The software stores information about customers, tracks customer interactions, and simplifies communication and customer service channels — all in one place.
The cost of Salesforce contact center software varies depending on whether you are adding voice, digital channels, AI and self-service to your Salesforce CRM software. See the Voice pricing page to learn more about pricing for call center software and related products.
You can connect Agentforce Contact Center with a range of out-of-the-box voice integrations and partners from the Salesforce AppExchange. Embed these tools directly into your digital workspace to give your team a holistic view of every customer conversation.
It’s important that your cloud telephony and call center software can be integrated with your customer data and CRM. When your agents have a complete view of the customer’s interactions and behavior, they can give personalized answers to questions quickly, which improves customer satisfaction.
Contact center AI uses artificial intelligence to streamline customer service operations, automating contact center responses and aiding agents. It enhances efficiency and personalizes customer interactions by handling routine inquiries.
Call center analytics refer to the collection, measurement, and analysis of key performance indicators (KPIs) and metrics within a contact center to optimize operations. These analytics provide valuable insights into various aspects of call center performance, including agent efficiency, customer satisfaction, and overall service quality.