Vonage for Salesforce Voice is now integrated with Agentforce Voice, Salesforce’s voice-powered AI agent, unifying voice and AI to transform contact centres into personalised, scalable customer engagement platforms.
Vonage, a part of Ericsson, has announced a new integration between Vonage Contact Center and Salesforce’s Agentforce 360, giving enterprises a single AI-powered platform to elevate the customer experience.
Vonage for Salesforce Voice is now integrated with Agentforce Voice, Salesforce’s voice-powered AI agent, unifying voice and AI to transform contact centres into personalised, scalable customer engagement platforms.
Voice is a critical channel for creating meaningful customer connections, especially for high-value or emotionally-charged interactions. AI-powered voice capabilities give contact centres the flexibility to scale agents to every conversation.
The solution acts as an enhanced virtual agent, to identify customer problems, automate resolution, and escalate relevant cases to the right expert with full context.
Vonage’s intelligent, skills-based routing ensures the right outcome at every touchpoint – from automating fraud checks, to escalating sensitive cases to a human agent, and steering inbound sales calls to the right team.
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“Businesses no longer need to choose between efficiency and empathy,” said Reggie Scales, President and Head of Applications for Vonage.
“With Vonage’s Salesforce-native contact centre solutions integrated with Salesforce’s AI-powered voice capabilities, we are helping customers to scale AI and automation while preserving the personalised touch that only a voice interaction can create.”
Kishan Chetan, EVP & GM, Agentforce Service at Salesforce, said, “Salesforce is delivering a new way of working for today’s customer-facing teams.”
“By combining Vonage Contact Center’s Salesforce-native solutions with Agentforce Voice, Vonage is building on its Salesforce integrations with AI agents and humans working together to uncover new capabilities for enterprises to turn every engagement into a growth opportunity – simplifying operations, delighting customers, and unlocking new levels of ROI.”
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Jim Lundy, CEO and Lead Analyst of Aragon Research, said, “Agentic AI is redefining the way today’s enterprises do business and, with the integration of Agentforce Voice into cloud-based solutions like Vonage’s contact centre offering, this marks a major shift in how businesses today will connect with their customers.”
“Delivering new levels of efficiency for agents and unprecedented real-time engagement, this new integration will transform customer service from transactional, bot-driven interactions to dynamic, seamless, and outcome-driven connections.”
The integration of Salesforce’s AI-powered voice capabilities with Vonage’s contact centre solution is an extension of a 15 year-collaboration with Salesforce, which has created a single engagement platform to streamline support, service, and sales, leveraging customers’ existing tech stack investments for a variety of use cases.
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