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Vonage, a part of Ericsson, has announced a new integration between Vonage Contact Center and Salesforce's Agentforce 360 platform. This combines Vonage for Salesforce Voice with Agentforce Voice, Salesforce's voice-powered AI agent, to create a unified AI-powered solution that transforms contact centers into scalable platforms for personalized customer engagement.
Quick Intel
Unified AI-Powered Voice for Enhanced Customer Experiences
Voice remains essential for high-value and emotionally sensitive interactions, and the integration leverages AI to scale agents effectively. The solution functions as an advanced virtual agent, identifying issues, automating resolutions, and escalating cases with full context to appropriate experts. Vonage's intelligent routing optimizes outcomes, from automated fraud verification to directing sales calls efficiently.
Executive Insights on Efficiency and Empathy
Reggie Scales, President and Head of Applications for Vonage, highlighted the balance achieved: "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 center solutions integrated with Salesforce's AI-powered voice capabilities, we are helping customers to scale AI and automation while preserving the personalized touch that only a voice interaction can create."
Kishan Chetan, EVP & GM, Agentforce Service at Salesforce, added: "Salesforce is delivering a new way of working for today's customer-facing teams," said Kishan Chetan, EVP & GM, Agentforce Service at Salesforce. "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."
Jim Lundy, CEO and Lead Analyst of Aragon Research, noted the industry shift: "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 center offering, this marks a major shift in how businesses today will connect with their customers," said Jim Lundy, CEO and Lead Analyst of Aragon Research. "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."
Extending Agentforce Capabilities Across Use Cases
Building on a 15-year collaboration with Salesforce, the integration creates a streamlined platform leveraging existing investments:
Extending to experts through Microsoft Teams and Vonage Business Communications for back-office and field team involvement, with Agentforce surfacing knowledge for complex tasks.
Extending to every channel via Bring Your Own Channel for 24/7 AI-driven service.
Extending to sales with outbound dialer for faster lead connections, supported by Agentforce Lead Nurturing and Sales Coach features.
Extending to workflows with Vonage Agentforce Identity Insights and Fraud Detection using Network APIs for real-time verification and channel optimization.
Vonage's recognition includes the Salesforce 2025 Partner Innovation Award for the third year and top-rated status on the AppExchange.
Available now on the Salesforce AppExchange, this integration represents a significant advancement in AI-driven contact centers, combining voice intelligence with automation to deliver empathetic, efficient customer experiences at scale.
About Vonage
Vonage, a part of Ericsson, creates technology that empowers enterprises and equips developers to lead in the next era of digital transformation. Its AI-powered platforms and tools enable new value creation and innovative customer experiences across mobile networks and the cloud. The company's technology portfolio includes Network APIs, CPaaS, CCaaS, and UCaaS solutions. Trusted by enterprises across industries and embraced by developers around the world, Vonage is committed to reimagining every digital interaction.
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