Vonage, part of Ericsson, has introduced Vonage Conversations for Agentforce Marketing (formerly Marketing Cloud), integrating popular messaging channels—SMS, WhatsApp, and Rich Communication Services (RCS)—directly into the Salesforce platform to enable seamless, two-way customer engagement.
Quick Intel
Enterprises increasingly seek to meet customers on their preferred channels while maintaining centralized control and personalization. Vonage Conversations addresses this by embedding programmable communications directly into Agentforce Marketing, enabling marketers to orchestrate timely, relevant interactions without switching tools. This approach streamlines workflows, boosts engagement metrics such as click-throughs and conversions, and delivers consistent experiences at scale.
Embedded Messaging for Seamless Two-Way Conversations The solution supports SMS for broad reach, WhatsApp for high-adoption conversational engagement—particularly dominant in EMEA with 59% adoption versus SMS's 46%—and RCS for richer, interactive experiences with visuals, carousels, and branding. Agentic AI analyzes real-time customer data to drive autonomous messaging, while live agents handle complex needs, creating a hybrid model that feels natural and responsive.
AI-Driven Personalization and Automation Vonage's communications APIs process customer data to generate actionable insights and automate routine communications, ensuring messages remain relevant and compliant. This reduces manual effort, enhances consistency across channels, and supports hyper-personalization that strengthens loyalty and drives measurable business outcomes.
"The true value of programmable communications is realized when they're embedded into the platforms businesses use every day," said Pamela Clark-Dickson, principal analyst, business messaging, Mobile Ecosystem Forum. "By leveraging APIs to embed AI-powered omnichannel conversations into Agentforce Marketing, Vonage enables enterprises to engage customers with rich, two-way messaging, fully integrated into their current workflows. The result is faster execution, deeper personalization, and more meaningful customer engagement."
"In today's market, it's not enough to just send messages; businesses must create meaningful connections across every customer touchpoint," said Christophe Van de Weyer, President and Head of Business Unit API for Vonage. "Vonage's portfolio of communications solutions is built to meet the high-volume demands of the largest brands in the world, delivering unmatched performance and reliability. With the integration of rich, two-way messaging channels like RCS, WhatsApp, and SMS into Agentforce Marketing, Vonage is bringing these messaging capabilities to enterprises around the world."
This launch expands the Vonage AI Hub, a suite of AI-capable programmable components designed to accelerate digital transformation. It enhances cross-cloud unification across Salesforce Agentforce Marketing, Sales, and Service, while integrating with Vonage Contact Center for comprehensive, end-to-end customer experiences.
Vonage Conversations for Agentforce Marketing is now live on Salesforce AppExchange, empowering enterprises in retail, finance, healthcare, and beyond to lead in personalized, channel-agnostic engagement.
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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