Salesforce unveils Agentforce AI-powered contact centre

Salesforce has launched Agentforce Contact Centre, a product that brings telephony, digital customer channels, CRM data and AI agents into its core platform.

Salesforce positions the offering as an alternative to contact centre stacks built on multiple systems and custom integrations. Many service teams rely on separate tools for voice, messaging, case management and customer data, limiting their ability to apply automation and analytics consistently across interactions.

Agentforce Contact Centre provides a single view of customer history across channels. It also connects AI-driven interactions with human agent work, transferring transcripts and customer context when a conversation moves between automation and staffed support.

Unified operations

Salesforce says contact centres face pressure to reduce operating costs without sacrificing service levels. Disconnected data and channel tools, it argues, create delays and gaps in customer context that affect both human agents and automated systems.

The product brings voice into the same environment as CRM records and digital channels such as chat and messaging. This allows spoken interaction details to be captured alongside case histories, purchases and other activity stored in Salesforce.

AI agents and human agents also work in the same workflow. AI agents handle more enquiries, then escalate complex or high-priority issues to a person. On escalation, the human agent receives the transcript and relevant history from the earlier interaction.

Salesforce ties this approach to common contact centre metrics, including first-touch resolution, average handle time and customer satisfaction. Supervisors can also gain visibility across interactions, including voice conversations.

Voice and routing

A central element of the launch is native support for telephony and routing within Salesforce. The company contrasts this with contact centre as a service products that often rely on integrations with external telephony providers and separate routing engines.

Routing rules can be applied consistently across AI and human agents and across channels. Agents and supervisors work in a single workspace rather than switching between tools.

Salesforce also outlined additional tasks AI agents could perform when connected to CRM data and customer history, such as rebooking flights and changing billing cycles. The same customer context remains visible to both automated and human participants.

Customer deployments

Several organisations have shared how they expect to use the product.

Savant Systems described a contact centre that supports professional installers, retail partners and direct consumers.

"Managing support across professional installers, retail partners, and direct consumers requires a contact centre solution that understands context," said Beth LeClerc, VP of Business Systems Architecture & Web Services, Savant Systems. "Agentforce Contact Centre's ability to intelligently route customers and provide our agents with the right information for each interaction - whether it's a luxury home installer or a DIY smart home enthusiast - ensures we deliver premium service across every touchpoint of our business."

Compass Working Capital highlighted a service model that depends on detailed context and ongoing relationships.

"We were looking for a way to expand our reach without compromising the individualised support that makes our model effective," said George Reuter, Managing Director of Impact & Innovation, Compass Working Capital. "With Agentforce Contact Centre, we can streamline the enrollment process, unify our data, and give our teams AI-driven insights - all while maintaining the close partnerships with families with low incomes that are essential to building lasting financial security."

Ferguson framed the product as a way to bring engagement channels and CRM data together across digital service interactions.

"With Salesforce, Ferguson is able to engage customers and trade professionals across digital channels to solve issues quickly," said Nathan Bohneman, Senior Digital Product Manager, Ferguson. "I'm excited about how Agentforce Contact Centre could enable us to bring together our engagement channels, CRM data, and the power of agentic AI to deliver the seamless, personalised service our customers expect."

PAM Hotels linked the announcement to guest service across the customer journey, from booking enquiries to post-stay support.

"Our guests expect seamless, personalised service across every touchpoint - from their initial booking inquiry to post-stay support," said Mohamed Mohsen, CIO, PAM Hotels. "We're excited about how Salesforce can help us deliver that experience through a unified platform and digital channels, all enhanced by AI automation. The ability to serve more guests efficiently, while maintaining our signature hospitality approach, is exactly what we need to grow our vacation club and strengthen relationships with families who return to our properties year after year."

Partner ecosystem

Salesforce also highlighted the role of systems integrators and consulting partners in contact centre programmes. It named Accenture, Deloitte Digital, IBM Consulting and PwC, and referenced NeuraFlash within Accenture.

Businesses can use Salesforce's own voice services or integrate telephony through partners on Salesforce AppExchange. This reflects the contact centre market's reliance on implementation partners for channel and workflow design and operational change management.

Availability and roadmap

Agentforce Contact Centre is generally available as an add-on for Agentforce Service customers in the US and Canada.

"Contact centres patched together with a variety of legacy tools cannot bridge the gap between AI and CRM," said Kishan Chetan, EVP and GM of Agentforce Service, Salesforce. "By treating voice, AI, and CRM as a single service nervous system, we give human and AI teams the shared context they need to turn every interaction into a resolution. Following the launch of Agentforce Voice last fall, we've now created the first truly agentic contact centre. We're just getting started with our contact centre innovation, and we're excited for the momentum headed into Dreamforce in September."