Salesforce’s new solution enables AI agents and human teams to collaborate with shared customer context, improving first-touch resolution and delivering seamless service across voice and digital channels.
Salesforce has introduced Agentforce Contact Centre, the contact centre 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 pulled from the same source of truth, so they could 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 Centre was built on Salesforce’s unified platform, there was no need for expensive, time-consuming integrations, resulting in an 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 centre solution that understands context,” said Beth LeClerc, VP of Business Systems Architecture & Web Services at Savant Systems.
“Agentforce Contact Centre’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.”
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A New Standard for Service
In this unified solution, AI agents resolved more cases autonomously and helped to ensure that only the highest-priority or most complex issues were escalated to humans.
When these handoffs occurred, human agents received 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 could achieve outcomes like increased first-touch resolution, decreased average handle time, and increased customer satisfaction.
Now, human and AI agents did not just answer questions; they took action, and every customer interaction became smarter and more personalised
- Enable Smarter Agents Across Every Channel:
Agentforce knew the customer’s needs before they did, because it understood every interaction from sales and marketing to service. These agents worked in sync to complete tasks on behalf of customers, like rebooking a flight or updating a billing cycle.
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Customers no longer had to repeat a single detail. When humans and AI agents both worked in the same CRM, they had the full picture of the customer’s journey.
- Create Seamless Handoffs:
When a case was too complex for AI, the handoff to a human became more seamless. Because every channel was native and connected to sales, service, and marketing data, human agents received the full transcript and customer history instantly.
They picked up exactly where the AI left off, helping to ensure that the customer never had to repeat a single detail.
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- Unlock the Value of Voice Data:
By making voice native to the CRM, Agentforce Contact Centre automatically bridges the gap between spoken conversation and customer records, capturing nuances in real time.
This created a continuous feedback loop that used 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 centre team worked in a single view, and supervisors managed the entire operation from one dashboard. Teams could build an agent once and deploy it across every channel, including voice, to accelerate AI rollout while keeping routing rules consistent for both AI and human teams.
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Customers Validate This New Standard
Agentforce Contact Centre was not just helping teams answer phones; it gave humans and AI the shared context to resolve issues on the first touch and deliver AI-first service.
“We were looking for a way to expand our reach without compromising the individualised support that makes our model effective,” said George Reuter, Managing Director of Impact & Innovation at Compass Working Capital.
“With Agentforce Contact Centre, 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.”
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“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 Centre could enable us to bring together our engagement channels, CRM data, and the power of agentic AI to deliver the seamless, personalised service our customers expect.”
“Our guests expect seamless, personalised service across every touchpoint — from their initial booking inquiry to post-stay support,” said Mohamed Mohsen, CIO at PAM Hotels.
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“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 centres 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.
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“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 centre.”
“We’re just getting started with our contact centre innovation, and we’re excited for the momentum headed into Dreamforce in September.”
Unifying the Contact Centre Ecosystem with a Robust Partner Network
Systems Integrators like Accenture (including NeuraFlash), Deloitte Digital, IBM Consulting, and PwC saw firsthand how much AI potential was unlocked when data was connected.
Implementation partners were helping 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.
Whether businesses used Agentforce Contact Centre’s native voice capabilities or telephony partner integrations through Salesforce AppExchange, they could build the contact centre that worked best for their needs.
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