Sunday, November 09, 2025
Vonage, an Ericsson company, demonstrated what’s next for customer engagement at Dreamforce 2025. Strengthening its long-standing partnership with Salesforce, the company introduced an innovative solution the Vonage Contact Center integrated with Vonage Network APIs for Agentforce 360 users. This advancement aims to deliver a new standard of customer experience.
The advanced platform merges AI with real-time network intelligence, allowing automated, embedded customer verification that works behind the scenes. By doing so, it boosts fraud protection without disrupting the customer journey.
"Vonage is addressing some key transformational areas for businesses through its integrations with Agentforce 360. Among the top transformation projects for companies in our research is adding or improving deterministic AI agents (58%), followed by agentic agents (54%)," says Metrigy CEO Robin Gareiss. "In addition, Vonage Agentforce Identity Insights and Fraud Detection helps keep untrusted people out of business' contact centers a transformation initiative for 43% of companies – while improving lead validation. A big differentiator is the ability to use this function with any provider via API."
At Dreamforce, thousands of attendees interacted directly with Vonage through live demos featuring its AI-driven integrations with Salesforce Voice, Sales Cloud, and Agentforce 360. These demonstrations showed how industries can modernize customer support from improving healthcare workflows to identifying financial fraud in real time.
A highlight of the event was Vonage Agentforce Identity Insights and Fraud Detection, a first-of-its-kind tool that gives agents immediate verification capabilities and fraud prevention insights.
"Vonage sets a new standard for fraud assessment with real-time Identity Insights and Fraud Detection, a transformational solution that pre-empts fraud, strengthens customer trust, and improves the entire contact center experience," said Derek Top, Principal Analyst and Research Director with Opus Research. "Additionally, Vonage's integration of Agentforce Voice underscores the growing importance of voice-enabled AI for contact centers to meet specific customer needs, while also ensuring a seamless and intuitive experience."
Vonage customers Endress+Hauser, a global leader in industrial measurement, and Lennar, one of the largest U.S. homebuilders, joined the showcase to highlight how Vonage solutions are reshaping their support operations.
Vonage earned the Salesforce 2025 Partner Innovation Award for the third year in a row, celebrating its breakthrough use of AI-enhanced voice capabilities integrated with Salesforce Voice. Coupled with its top-rated ranking on the AppExchange, the recognition solidifies Vonage’s leadership in enterprise digital transformation.
"Vonage is driving the future of business by transforming every digital interaction and enabling next-gen customer experiences," said Neelam Sandhu, Chief Marketing Officer at Vonage. "We are proud to partner with Salesforce to enable our joint customers to move beyond traditional support, to proactive, intelligent engagement, opening up new growth and value for enterprises worldwide. It was wonderful to meet with so many of our customers at Dreamforce."
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