Vonage has taken another step in its long-running partnership with Salesforce, unveiling a new integration that blends Vonage Contact Center with Agentforce 360.
The move strengthens the companies’ shared vision of placing voice – and increasingly, AI-powered voice – at the center of customer engagement. Indeed, the latest solution marks the second voice-related release from the two vendors in the last 18 months.
By connecting Vonage for Salesforce Voice with Agentforce Voice (Salesforce’s native AI voice agent), enterprises gain a single environment where virtual and human agents operate with the same context, data, and routing logic
The aim is to help organizations deliver faster, more consistent, and more personalized outcomes.
Reggie Scales, President and Head of Applications at Vonage, believes this balance of automation and empathy is becoming essential.
“Businesses no longer need to choose between efficiency and empathy,” he explained.
“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.”
Why Voice Still Matters in an AI-First World
Despite the growth of AI chatbots and digital interactions, voice is often still the channel customers lean on for sensitive, urgent, or emotionally charged moments.
Vonage’s expanded voice intelligence aims to make these conversations smarter from the outset.
Virtual agents can assess intent, authenticate callers, and resolve straightforward tasks, while intelligent routing directs more complex issues to the right human expert. Scales notes how skills-based routing evolves when Agentforce Voice is involved, as it can “determine customer intent and guide them to the appropriate next steps, even before interacting with a human agent.
“The result is more personalized, meaningful connections and ultimately increased loyalty… and with more interactions automated, businesses can expect increased productivity, higher customer satisfaction, and reduced cost to serve.”
Salesforce says the integration represents the type of deep, platform-native collaboration needed to scale agentic AI across enterprise CX.
Ryan Schellack, Senior Director of Product Marketing at Salesforce, emphasized the importance of ecosystem alignment, stating:
“Customers succeed in their goals when the ecosystem has deep, platform-native partnerships that combine AI, data, trust, and core workflows into a single operating model for an enhanced customer experience.”
Turning Conversations into Growth Opportunities
Salesforce has positioned Agentforce Voice not only as an automation tool, but as a catalyst for revenue-generating conversations.
According to Schellack: “By embedding voice natively into the Agentforce 360 Platform, brands can deliver a unique, tailored experience for customers while simplifying operations for human agents.”
It also has the capacity to unlock new ROI by turning support moments into opportunities for personalized upsell, retention, and follow-up.