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.
Native Integration Positions Vonage for Future AI Developments
Vonage Contact Center’s new Salesforce-native architecture integrates directly with existing customer data, workflows, and business processes without requiring separate systems or data silos.
The strength of the new integration stems from Vonage’s greater access to Agentforce 360, Salesforce’s platform for creating, deploying, and managing AI agents that unify humans, data, and applications into a single, trusted framework.
The native architecture gives Vonage Contact Center immediate access to Agentforce’s current AI features and positions it to leverage future enhancements as Salesforce continues developing its agentic AI capabilities.
With AI agents now at the forefront of business innovation, Vonage Contact Center users stand to gain from this deeper integration. Earlier this month, Salesforce executives indicated the company is willing to accept short-term revenue impacts from seat-based licensing because its product roadmap could deliver “three or four times or 10 times more value” through upcoming agentic AI developments.
With Salesforce doubling down on AI agents—CEO Marc Benioff has even suggested renaming the company “Agentforce”—these AI-enabled integrations with Vonage Contact Center are poised for continuous evolution and new functionality.
AI Agents Redefining Enterprise Customer Engagement
The integration represents a significant shift in how enterprises approach customer communications, moving beyond transactional, bot-driven exchanges toward dynamic, outcome-driven interactions.
As AI agents become more sophisticated, the combination of Vonage’s communications infrastructure and Salesforce’s AI platform creates a foundation for continuous innovation.
“Agentic AI is redefining the way today’s enterprises do business,” said Jim Lundy, CEO and Lead Analyst at Aragon Research. “By integrating Agentforce Voice into cloud-based solutions like Vonage Contact Center, this marks a major shift in how businesses connect with their customers, delivering new levels of efficiency for agents and unprecedented real-time engagement.”
The native integration ensures Vonage customers can tap into emerging AI capabilities as Salesforce continues to invest heavily in agentic AI development.
