Upgrading the Contact Center with AI-Powered Customer Service
When Vonage powers voice for the new Agentforce Contact Center, customers see AI-powered customer service that’s flexible and scalable for businesses of all sizes.
Faster service that gives customers exactly what they want, supported by unified CRM and data? That’s the goal contact centers have been working toward for decades. Vonage and Salesforce together deliver that combination of speed and quality, with AI-driven, personalized customer service.
Central to this collaboration with Vonage is Agentforce Service and the new Agentforce Contact Center. Agentforce Contact Center is the new contact center solution that unifies AI, channels, and CRM in one, and offers choice when it comes to voice capabilities, providing customers with even more options based on their unique needs. When Vonage powers voice, omnichannel, and intelligent routing capabilities for Agentforce Contact Center, customer service and contact center teams can work with AI agents to simplify operations and drive greater ROI.
As one of the key partners supporting Salesforce's next-gen contact center strategy, using Vonage for voice reduces implementation headaches and improves Agentforce adoption, while also supporting key features such as omnichannel communications and AI-powered agent tools. This platform helps businesses of all sizes scale customer service with AI tools that improve efficiency and satisfaction without adding complexity.
"Vonage and Salesforce bring data, channels, and agentic AI together to transform customer service into adaptive support that anticipates every need,” said Kishan Chetan, executive vice president and general manager at Salesforce. “As a result, contact centers are building stronger relationships with customers while driving results for their businesses.”
Helpful, personalized voice conversations
AI voice is quickly moving into the must-have category for contact centers. Gartner predicts that by 2028, at least 70% of customers will use conversational AI to start their customer service journey. And the most valuable use cases fall into four categories: agent enablement, low-effort self service, automated operations support, and agentic AI.
Customers don’t want to wait on hold while human agents struggle with high call volumes. They expect fast responses and personalized service. Agentic AI can now handle complex requests and natural voice or text conversations. It can understand slang and accept interruptions. Most importantly, AI knows to escalate to a human expert when needed.
Vonage’s intelligent, skills-based routing adapts to ensure the right outcome, from automating fraud checks to steering inbound sales calls to the right team. When using Vonage’s solutions with Agentforce Voice, your business can work with AI agents to simplify operations and deliver more return on investment.
As a result, customer service moves from stilted, bot-driven interactions to helpful experiences that actually give people the answers they need.
Advanced capabilities on any channel
The global market for call center AI technologies is projected to grow from $3 billion this year to $13.5 billion by 2034, according to Fortune Business Insights. North America leads that market, with a 38% share in 2025.
With agentic AI driving innovation in the contact center, companies are discovering new ways to improve efficiency and expand their business goals. Here are some of the emerging use cases:
Answers and self-service support 24/7, aided by Vonage’s Bring Your Own Channel solution for Contact Center-as-a-Service
A stronger sales pipeline that quickly connects reps to the best leads, with AI agents automating prospecting, call logging, and follow ups
New tools to combat scams and verify customers with Vonage’s Identity Insights and Fraud Detection, which uses AI to detect risks and validate in real time
New experiences on a variety of different channels, including voice, SMS, WhatsApp, Messenger, and WebChat
Customer service has no borders
Vonage is a global company, and its flexible deployment models support both U.S. and international operations. Maybe you have a global footprint already, or you’re planning for future expansion. Whatever the case, Vonage facilitates the global rollout of Agentforce, helping deliver AI-driven, personalized experiences regardless of where your customers — or agents — happen to be.
This is important for businesses that have been waiting for enterprise AI to actually work globally, especially with diverse data sets and systems across borders.
International contact center expansion is surging, with the global outsourcing market size estimated to grow to $164 billion by 2030 from $97 billion in 2024, according to Grand View Research.
Skip the growing pains
In the past, business growth and expansion came with a price: Companies simply couldn’t provide the personalized service that they did when they were smaller.
AI is erasing that trade-off. As businesses grow, they can scale their customer service operations with AI-powered tools from Vonage and Salesforce that improve efficiency and keep customers happy and loyal.
When customers call or text, agents now have their backgrounds and interaction histories. And AI helps agents connect the dots, guiding them through conversations and bringing in data as needed to get to a resolution faster.
Vonage and Salesforce, working together
Contact centers are already discovering that AI is the key to delivering faster responses, personalized interactions, and consistent experiences that delight customers and improve business outcomes. But deploying an AI solution that does what it promises isn’t easy.
Vonage and Salesforce are changing that through their longstanding partnership, with AI-driven capabilities and a connected backend that doesn’t force businesses to choose between flexibility, capability, and simplicity.
Customers get the service they want, whether they’re calling in, sending a text, or using WhatsApp at 11 p.m. And contact centers get help managing costs and keeping their agents from burning out.
