Vonage has announced a native integration between its Contact Center platform and Salesforce’s Agentforce 360, creating a unified, AI-powered solution for enterprise customer experience.
The integration connects Vonage for Salesforce Voice with Agentforce Voice, Salesforce’s AI-driven voice agent, transforming traditional contact centers into intelligent, scalable customer engagement platforms.
“By combining Vonage Contact Center’s Salesforce-native solutions with Agentforce Voice, Vonage is expanding its Salesforce integrations with AI agents and humans working together to uncover new capabilities that help enterprises turn every engagement into a growth opportunity,"
Kishan Chetan, EVP & GM, Agentforce Service at Salesforce, said.
The partnership enables businesses to deploy AI agents across voice channels while maintaining personalized customer interactions. Vonage’s intelligent routing system works with Salesforce’s AI capabilities to automate routine tasks, identify customer needs, and escalate complex issues to human agents with full context.
AI-Powered Voice Capabilities to Transform Contact Centers
The new integration leverages AI to scale agent capabilities across every conversation. It acts as an enhanced virtual agent that can identify issues, automate resolutions, and route cases appropriately. Vonage’s routing system supports this by delivering the right service for each customer touchpoint.
The platform can automatically handle fraud checks, escalate sensitive cases to human agents, and direct inbound sales calls to the most qualified teams. This intelligent routing works seamlessly with Agentforce Voice to create a continuous engagement flow.
The integration extends beyond traditional contact center boundaries to connect the entire enterprise. Through integrations with Microsoft Teams and Vonage Business Communications, back-office experts and field teams can collaborate directly within Salesforce. The Agentforce 360 platform surfaces relevant knowledge to frontline agents and automates increasingly complex tasks.
Vonage’s Bring Your Own Channel approach for Contact Center as a Service expands AI-driven customer service across all communication channels, enabling 24/7 automated engagement wherever customers choose to interact.
The platform also accelerates sales operations through Salesforce-native outbound dialing that connects representatives to qualified leads faster. Agentforce’s Lead Nurturing agent automates prospecting, call logging, and follow-ups, while the Sales Coach delivers real-time guidance and performance analytics during conversations.
Additionally, Vonage Agentforce Identity Insights and Fraud Detection embeds Vonage’s Network APIs directly into Salesforce workflows, allowing contact center agents to detect fraud risks, verify customers, and determine the most effective communication channels in real time—all without disrupting the customer experience.
