Bandwidth has recently announced its partnership with Salesforce’s newly launched Agentforce Contact Center, together aiming to provide the underlying voice and messaging infrastructure that powers the contact center.
As a CRM-native, AI-driven platform, this partnership will allow Salesforce to redefine the contact center by building it directly inside the CRM and layering in AI, allowing customer service interactions to occur in the same environment as the customer data.
This partnership will allow Salesforce to strengthen its position by shifting contact center focus from channel handling to context-driven engagement, placing the customer record at the center of every interaction.
David Morken, Co-Founder and CEO of Bandwidth, explained how Bandwidth’s role in the partnership will allow Salesforce to redefine the contact center for the AI era.
“Salesforce is taking a bold and visionary step in evolving the contact center model for the agentic AI era,” he said.
“We are honored to partner with Salesforce to deliver the voice and messaging infrastructure foundation that will help contact centers scale.”
Bandwidth Brings Voice and Messaging to Agentforce Contact Center
Announced at Enterprise Connect 2026, the CRM provider launched Agentforce Contact Center, designed to bring customer service, customer data, and AI orchestration into a single environment.
This platform aims to challenge the traditional split between CRM and contact center systems, pushing the market toward more unified, context-rich customer engagement.
By powering the communications layer for Agentforce Contact Center, Bandwidth will provide the voice and messaging infrastructure to ensure these interactions occur reliably and at scale.
This connectivity and communications layer includes voice connectivity, messaging capabilities, and orchestration technology needed to support enterprise-grade customer engagement.
This layer ensures that customer interactions can occur reliably by powering voice calls and message exchanges between businesses and customers, enhancing customer engagement.
For customers, this can create clearer calls, fewer disruptions, faster connections, and smoother transitions between channels, ensuring enterprises that AI and human agents can engage customers consistently.
As contact centers become more AI-led, Bandwidth argues that businesses will need communications infrastructure that is reliable, low-latency, scalable, and globally available.
This model will allow enterprise to run customer engagement through a more unfied system, supporting direct access to customer data for reduced friction between systems.
