Contact centers are under pressure to reduce their operating costs while meeting ever-increasing customer expectations. However, attempts to use AI to solve this problem are often hampered by fragmented systems. Customer data is stored in silos and disconnected from the context of the channels and systems that both humans and AI agents need to act effectively. Traditional contact center tools also rely on slow and expensive custom integrations to connect CRM and AI platforms. Without a unified foundation that connects data systems and AI in a natural way, contact centers cannot deliver on the goals of both reducing costs and improving service with the help of AI.
Today introduces Salesforce Agentforce Contact Center the only contact center solution that brings together voice, digital channels, CRM data and AI agents in a single system. This enables self-service at scale, seamless handoffs between AI and humans, and real-time visibility into every customer interaction. All agents work from the same data source, allowing them to proactively understand the customer’s full history and apply insights from phone calls, chats, text messages, past purchases or marketing activities to every interaction. Because Agentforce Contact Center is built on Salesforce A unified platform does not require expensive or time-consuming integrations, enabling an intelligent and integrated service that meets customer requirements without increasing operating costs.
Managing support for professional installers reseller and direct-to-consumer customers demand a contact center solution that understands context,” said Beth LeClerc, VP of Business Systems Architecture and Web Services at Savant Systems. Agentforce Contact Center’s ability to intelligently route customers and provide our agents with the right information for every interaction, whether it’s a luxury home installer or a smart home enthusiast, allows us to deliver premium service at every touchpoint in our business.
A new standard for service
In this unified solution, AI agents can handle more cases independently, ensuring that only the most high-priority or complex issues are escalated to human agents. When such handoffs occur, human agents are given the full context of the interaction, allowing them to pick up exactly where the AI agent left off. By eliminating information gaps, tooling changes, and data silos, teams can achieve results such as higher first-contact resolution rates, shorter turnaround times, and increased customer satisfaction.
Now, human and AI-based agents not only answer questions, they can also take action directly, making every customer interaction smarter and more personalized.
Enable smarter agents across all channels
Agentforce can understand customer needs even before the customer expresses them because the system analyzes every interaction from sales and marketing to service. These agents work together to perform tasks for the customer, such as rebooking a flight or updating a billing period. The customer no longer needs to repeat information. When both humans and AI work in the same CRM system, they get a complete picture of the customer journey.
Create seamless handovers
When a case is too complex for AI, the handover to a human agent is seamless. Because all channels are integrated and connected to sales service and market data, the human agent immediately receives the full conversation transcript and customer history. The agent can pick up where the AI left off without the customer having to repeat any information.
Unlock the value of voice data
By making voice communication a natural part of the CRM system, Agentforce Contact Center can automatically connect spoken conversations with customer records and capture nuances in real time. This creates a continuous feedback loop where unstructured voice data is used to improve AI accuracy and give managers full visibility into customer sentiment.
A shared workspace for the whole team
The entire contact center team works in a single view and managers can control operations from a single dashboard. An agent can be built once and then deployed across all channels including voice, enabling faster AI implementation while maintaining consistent routing rules for both AI and human agents.
Customers confirm the new standard
Agentforce Contact Center not only helps teams answer calls, but also gives both humans and AI a common context to solve problems at first contact and deliver true AI-based service.
”We were looking for a way to expand our reach without compromising the personal support that makes our model effective,” said George Reuter, Managing Director of Impact and Innovation at Compass Working Capital. With Agentforce Contact Center, we can streamline the enrollment process, collect our data, and provide our teams with AI-based insights while maintaining the close partnerships with low-income families that are critical to building long-term financial security.
”With Salesforce, Ferguson can engage customers and trade professionals across digital channels to quickly resolve issues,” said Nathan Bohneman, Senior Digital Product Manager at Ferguson. I look forward to how Agentforce Contact Center can help us bring together our communication channels, CRM data, and the power of agentic AI to deliver the seamless and personalized service our customers expect.
”Our guests expect seamless and personalized service at every touchpoint from the initial booking inquiry to post-stay support,” said Mohammed Mohsen, CIO at PAM Hotels. We are excited about how Salesforce can help us deliver that experience through a unified platform and digital channels enhanced by AI automation. The ability to efficiently serve more guests while maintaining our signature hospitality is exactly what we need to grow our vacation club and strengthen relationships with families who return to our properties year after year.”
Salesforce's vision for service
”Contact centers built from a bunch of legacy tools can’t bridge the gap between AI and CRM,“ said Kishan Chetan, EVP and GM of Agentforce Service at Salesforce. ”By treating voice AI and CRM as a common service nervous system, we give both human and AI teams the common context they need to turn every interaction into a solution. After launching Agentforce Voice last fall, we’ve now created the first truly agentic contact center. We’re just beginning our journey of contact center innovation and look forward to continuing our journey leading up to Dreamforce in September.”
Get started quickly with Agentforce Contact Center
Salesforce knows that customers face these challenges today, so Agentforce Contact Center is designed to start small and grow smart. In the time it would normally take to connect data for a fragmented pilot project, customers can instead launch a fully integrated agent-based contact center right away. With phone numbers that can be configured in minutes instead of days, organizations can quickly assemble a small group of agents or a single channel and then scale up. The result is teams can deliver AI-based service in weeks instead of months.
An ecosystem of partners
System integrators who Accenture including NeuraFlash Deloitte Digital IBM Consulting and PwC see every day how much AI potential is unlocked when data is connected. They also see how contact centers can deliver better service when AI agents and humans work together across all channels. Implementation partners are already helping customers skip the complex project of building multi-channel AI tools and data streams and instead go directly to an integrated service platform where AI and humans collaborate.
Regardless of whether companies use Agentforce Contact Centers built-in voice functions or choose telecom integrations via Salesforce AppExchange, they can build a contact center that fits the needs of the business.
Availability
Agentforce Contact Center is now generally available as an add-on for all Agentforce Service customers in the US and Canada.
Swedish
Danish
Norwegian
Finnish
English
German
Dutch