Vonage, part of Ericsson, announced a new integration. This connects Vonage Contact Center with Salesforce’s Agentforce 360. The result is a unified, AI-powered platform that enhances the customer experience for enterprises. Vonage for Salesforce Voice is now integrated with Agentforce Voice. This means organizations can easily blend voice and AI. So, they can turn contact centers into personalized and scalable customer engagement hubs.
Vonage Contact Center + Salesforce Voice and Agentforce Voice – AI-Powered Personalization at Scale
Voice is a key way to build strong customer relationships. This is especially true during valuable or emotional interactions. AI voice tools help contact centers boost support for every customer chat. They keep conversations personal and relevant. The solution acts as a smart virtual agent. It can spot customer needs, automate fixes, and send complex cases to the right expert. It also includes complete interaction history and insights.
Vonage’s smart, skills-based routing boosts engagement. It makes sure every interaction is handled efficiently and accurately. The solution automates fraud checks and handles sensitive inquiries. It also directs inbound sales calls to the right teams. This helps businesses get the best results at every interaction.
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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 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.”
“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.”
“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.”