Monday, December 22, 2025
Vonage, part of Ericsson, has taken another significant step in enhancing enterprise customer engagement by announcing a deeper integration between Vonage Contact Center and Salesforce’s Agentforce 360 platform. This development brings together AI-powered voice intelligence with Salesforce’s native contact center capabilities, giving businesses a single, unified platform designed to deliver highly personalized and scalable customer experiences.
As companies continue to modernize their customer service operations, the need for seamless, intelligent, and context-aware interactions is growing rapidly. Voice remains a crucial channel for building trust and emotional connection—especially in high-value conversations or sensitive situations. Understanding this, Vonage has integrated its Salesforce Voice solution with Agentforce Voice, Salesforce’s AI-powered voice agent, allowing organizations to combine automation with human empathy in a truly impactful way.
With this integration, contact centers can use AI to manage routine interactions while ensuring that more complex or emotionally sensitive conversations are routed to the right human agents, complete with full context. The solution acts as an advanced virtual agent, quickly identifying customer needs, automating resolutions when appropriate, and escalating issues to skilled professionals when human judgment is needed. This enables businesses to scale their operations without compromising the quality or personalization of customer interactions.
Moreover, Vonage’s intelligent, skills-based routing plays a key role in improving outcomes at every customer touchpoint. Whether it’s automating fraud checks, handling sensitive issues, or directing inbound sales calls to specialized teams, the system ensures that every interaction is managed efficiently and accurately. By combining AI-driven automation with intelligent routing, organizations can speed up resolutions while maintaining a human-centered approach to service.
Highlighting the significance of this balance, Reggie Scales, President and Head of Applications for Vonage, stated:
“Businesses no longer need to choose between efficiency and empathy. 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.”
From Salesforce’s perspective, the integration supports a broader transformation in how customer-facing teams operate. Kishan Chetan, EVP & GM, Agentforce Service at Salesforce, emphasized the strategic value of combining AI agents with human expertise, saying:
“Salesforce is delivering a new way of working for today's customer-facing teams. 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.”
Industry analysts also view this move as a defining moment for the future of customer service. Jim Lundy, CEO and Lead Analyst at Aragon Research, explained how agentic AI is reshaping enterprise interactions, noting:
“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.”
This announcement also builds on a strong, 15-year partnership between Vonage and Salesforce. Over the years, the two companies have worked closely to create a unified engagement platform that simplifies sales, service, and support while helping customers get more value from their existing technology investments. The latest update takes this collaboration further by expanding Agentforce capabilities across a wider range of business functions.
For instance, enterprises can now connect back-office specialists and field teams directly within Salesforce using integrations like Microsoft Teams and Vonage Business Communications. At the same time, Agentforce 360 helps frontline agents by surfacing relevant knowledge and automating increasingly complex workflows. Salesforce-native digital channels, powered by Vonage’s Bring Your Own Channel (BYOC) model, also support always-on, AI-driven engagement across multiple communication channels.
Sales teams see clear benefits as well. Salesforce-native outbound dialing with Vonage helps representatives reach high-potential leads faster, driving pipeline growth. Agentforce’s Lead Nurturing agent automates prospecting, call logging, and follow-ups, while the Sales Coach provides real-time guidance and performance insights to help teams close deals more effectively.
Additionally, the integration of Vonage Agentforce Identity Insights and Fraud Detection allows businesses to embed advanced network APIs directly into Salesforce workflows. First announced at Dreamforce 2025, this capability enables invisible fraud detection, stronger customer verification, and intelligent channel selection in real time—helping organizations boost trust, security, and operational efficiency across the contact center.
Overall, the expanded Vonage and Salesforce integration represents a major step forward in AI-powered customer engagement, reshaping how enterprises connect with customers in a voice-first, intelligence-driven world.
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