Vonage, a part of Ericsson, has announced a strategic integration between Vonage Contact Center and Salesforce’s Agentforce 360, delivering a unified, AI-powered platform for enterprises to enhance customer experience. With Vonage for Salesforce Voice now combined with Agentforce Voice Salesforce’s AI-driven voice agent businesses can merge voice and artificial intelligence to create scalable, personalized customer engagement.
Voice remains a crucial channel for meaningful customer interactions, especially during high-stakes or emotionally sensitive situations. By leveraging AI-powered voice, contact centers gain the flexibility to scale agents across every conversation. This solution functions as an advanced virtual agent, capable of identifying customer issues, automating resolutions, and routing relevant cases to the right expert with full context. Vonage’s intelligent, skills-based routing ensures accurate outcomes at every touchpoint from automating fraud checks to escalating critical cases to human agents and directing inbound sales calls to the appropriate team.
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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.”
Kishan Chetan, EVP & GM of Agentforce Service at Salesforce, added, “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.”
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Jim Lundy, CEO and Lead Analyst of Aragon Research, emphasized, “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. 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.”
Building on a 15-year collaboration, Vonage extends Salesforce capabilities across multiple domains: integrating back-office experts via Microsoft Teams, expanding AI-driven service across channels with Bring Your Own Channel (BYOC) Contact Center-as-a-Service, accelerating sales with Salesforce-native outbound dialers, and embedding fraud detection and identity verification into workflows using Vonage Agentforce Identity Insights.
At Dreamforce 2025, Vonage demonstrated how its network APIs combined with Salesforce AI can automatically detect fraud, verify customers, and intelligently select communication channels. Recognized with the Salesforce 2025 Partner Innovation Award for the third consecutive year, and as the top-rated Salesforce partner on the AppExchange, Vonage continues to solidify its leadership in AI-driven voice solutions for enterprises.
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