Agentforce 101

Let's explore Agentforce, a cutting-edge, AI-powered solution built on the Salesforce platform, designed to empower businesses to create and customize intelligent agents that augment their workforce. Agentforce represents the next evolution of Salesforce's virtual agent capabilities, leveraging the power of Einstein Copilot to revolutionize workflows. Essentially, Agentforce combines the robust foundation of Einstein Copilot with the dynamic capabilities of autonomous AI agents.

Unlike traditional chatbots or virtual agents that rely on manual triggers and struggle with complex processes, Agentforce agents operate independently. They intelligently access and process data within Salesforce, formulate action plans, and execute tasks — all without requiring human intervention. This sophisticated approach, fueled by real-time Salesforce data, allows Agentforce to adapt dynamically to evolving customer needs and circumstances.

When human intervention is required, Agentforce ensures a seamless handoff. The agent provides human agents with a 360-degree view of the customer interaction, including relevant customer data and intelligent next-step recommendations, all within the Salesforce environment. This empowers human agents to deliver informed, personalized, and value-driven experiences, ensuring every customer interaction is optimized.

The value Vonage brings to Agentforce

Now, let's discuss how Vonage Contact Center (VCC) and Salesforce partnership enhances Agentforce capabilities. Vonage has a long-established partnership with Salesforce, offering contact center solutions, APIs, a diverse range of workforce management partners, and robust routing and agent capacity models.

VCC is a cloud-based Contact Center as a Service (CCaaS) solution, offering rich features and integrations that equip agents with the tools needed to excel in customer service. It’s among the pioneering partners integrating with Salesforce's Bring Your Own Channel (BYOC) for CCaaS pilot program.

Vonage complements Agentforce in several ways:

• BYOC for CCaaS: The Vonage integration with BYOC for CCaaS brings multiple communication channels into the Salesforce interface. This allows businesses to offer more communication channels and increase agent capacity on the channels that customers prefer.

• Outbound calls: VCC complements Agentforce with opening scripts for outbound calls based on data, like prospect purchases and industry trends. VCC can also create a priority list of opportunity contacts to dial. This helps optimize engagement strategies based on data insights.

• Security features: Agentforce leverages Vonage capabilities like two-factor authentication (2FA) and SMS verification to avoid fraud and protect data during interactions.

• Resolutions and next best actions: During customer calls, Agentforce evaluates queries against similar cases and proposes a resolution. Vonage Premier for Service Cloud Voice integration with Salesforce also fuels transcription for Agentforce, which drives knowledge searches, next best action answers and recommendations.*

• Post-call optimizations: VCC interaction history enables Agentforce to extract post-call sentiment, insights, and coaching on sales calls.

^{*Capability expected to be released in 2025}

Learn more

Agentforce offers an innovative way to enhance customer and agent experiences with AI. This increases sales, speeds up resolution, reduces call backs, and increases first-time fix — and Vonage Contact Center can take this to the next-level.

Ready to learn more about how Agentforce and VCC work together? Connect with a Vonage specialist today.