Contact centers are under intense pressure to reduce operating costs while meeting rising customer expectations. Attempts to use AI to address this are often hindered by fragmented systems. Customer data sits in separate silos and lacks the context from channels and systems that both human agents and AI agents need to act effectively. Traditional contact center tools also rely on slow, costly custom integrations to connect CRM and AI platforms. Without a unified foundation that naturally links data systems and AI, contact centers cannot achieve the dual goals of lowering costs and improving service through AI.
Today, Salesforce Agentforce Contact Center introduces the only contact center solution that unifies voice, digital channels, CRM data and AI agents in a single system. This enables large-scale self-service, seamless handoffs between AI and humans, and real-time visibility into every customer interaction. All agents use the same data source, allowing them to proactively understand a customer’s complete history and apply insights from calls, chats, SMS, prior purchases or marketing activities in every engagement. Because Agentforce Contact Center is built on the unified Salesforce platform, expensive and time-consuming integrations are unnecessary, enabling an intelligent, integrated service experience that meets customer expectations without raising operating costs.
“Supporting professional installers, resellers and direct consumers requires a contact center solution that understands context,” says Beth LeClerc, VP of Business Systems Architecture and 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 serving a luxury home installer or a smart-home enthusiast—allows us to deliver premium service at every touchpoint of our business.
A new standard for service
Within this unified solution, AI agents can resolve more cases autonomously and ensure only the highest-priority or most complex issues are escalated to human agents. When handoffs do occur, human agents receive the full context of the interaction so they can continue precisely where the AI left off. By eliminating information gaps, tool switching and data silos, teams see better first-contact resolution, shorter handling times and higher customer satisfaction.
Human and AI agents no longer just answer questions—they act directly on behalf of the customer. Every interaction becomes smarter and more personalized.
Enable smarter agents across channels
Agentforce can anticipate customer needs even before they are explicitly stated by analyzing interactions across sales, marketing and service. These agents collaborate to perform tasks for customers—such as rebooking a flight or updating a billing period—so customers no longer have to repeat their information. When humans and AI operate inside the same CRM, they share a complete view of the customer journey.
Create seamless handoffs
When an issue is too complex for AI, the handoff to a human agent is smooth. With all channels integrated and connected to sales, service and marketing data, the human agent immediately receives the full conversation transcript and customer history. The agent can pick up where the AI left off without making the customer repeat details.
Unlock the value of voice data
By making voice communication a native part of the CRM, Agentforce Contact Center automatically links spoken conversations to customer records and captures subtle signals in real time. This creates a continuous feedback loop where unstructured voice data improves AI accuracy and gives managers full visibility into customer sentiment.
A shared workspace for the whole team
The entire contact center team works from a shared view and managers can run operations from a single control panel. An agent configuration built once can be deployed across all channels, including voice, enabling faster AI rollouts while keeping routing rules for both AI and human agents consistent.
Customers confirm the new standard
Agentforce Contact Center helps teams not only answer inquiries but also gives both humans and AI a shared context to resolve issues at first contact and deliver genuinely AI-powered service.
“We sought a way to expand our reach without sacrificing the personal support that makes our model effective,” says George Reuter, Managing Director of Impact and Innovation at Compass Working Capital. With Agentforce Contact Center, we can streamline enrollment, consolidate our data and provide our teams with AI-derived insights while preserving the close relationships with low-income families that are essential to building long-term financial security.
“With Salesforce, Ferguson can engage customers and trade professionals through digital channels to resolve issues quickly,” says Nathan Bohneman, Senior Digital Product Manager at Ferguson. I’m eager to see how Agentforce Contact Center helps us unite our communication channels, CRM data and the power of agentic AI to deliver the seamless, personalized service our customers expect.
“Our guests expect seamless, personalized service at every touchpoint—from the initial booking inquiry to post-stay support,” says Mohammed Mohsen, CIO at PAM Hotels. We’re excited about how Salesforce enables us to deliver that experience through a unified platform and digital channels enhanced by AI automation. The ability to serve more guests efficiently while preserving our signature hospitality is exactly what we need to grow our vacation club and deepen relationships with families who return to our properties year after year.”
Salesforce’s vision for service
“Contact centers stitched together from legacy tools can’t bridge the gap between AI and CRM,” says Kishan Chetan, EVP and GM for Agentforce Service at Salesforce. “By treating voice, AI and CRM as a common service nervous system, we give both human and AI teams the shared context they need to make every interaction a solution. After launching Agentforce Voice last fall, we’ve now built the first truly agentic contact center. Our innovation journey has only begun, and we look forward to continuing progress through Dreamforce in September.”
Get started quickly with Agentforce Contact Center
Salesforce recognizes that customers face these challenges now, so Agentforce Contact Center is designed to start small and grow intelligently. Instead of spending the time normally required to connect data for a fragmented pilot project, customers can launch a fully integrated agentic contact center immediately. With phone numbers configurable in minutes rather than days, organizations can rapidly assemble a small agent team or enable a single channel and then scale up. The result: teams can deliver AI-powered service in weeks instead of months.
An ecosystem of partners
System integrators such as Accenture, including NeuraFlash, Deloitte Digital, IBM Consulting and PwC see daily how much AI potential is unlocked when data is connected. They also see how contact centers can deliver better service when AI agents and humans work together across all channels. Implementation partners are already helping customers skip the complex multi-channel build and instead move directly to an integrated service platform where AI and people collaborate.
Whether companies use Agentforce Contact Center’s native voice capabilities or choose telecom integrations via Salesforce AppExchange, they can build a contact center that fits their business needs.
Availability
Agentforce Contact Center is now generally available as an add-on for all Agentforce Service customers in the United States and Canada.