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.
This allows businesses to deliver more contextual interactions, personalized services, seamless conversations, reliability, and faster resolutions.
By providing that stable foundation, this partnership will allow Bandwidth to reposition itself as a global competitor for digital communications in contact center operations.
Agentforce Shifts the Contact Center Toward Context-driven Engagement
Providing the core platform with the CRM, customer data, AI capabilities, and contact center environment allows Salesforce to not just offer customer enterprises a tool for call or messaging handling, but to also make the contact center an extension of the CRM itself.
Inside this model, every interaction can be informed by the customer record, including history, preferences, past cases, purchases, and other relationship data already stored in Salesforce.
As a result, this gives both AI agents and human agents far more context when engaging customers.
By placing the customer record at the center of every interaction, Salesforce strengthens its position by making the CRM more central to enterprise operations.
Building sales, service, marketing, and AI-led engagement around the same customer data foundation ensures the CRM becomes the engine behind live customer engagement.
This shift also strengthens Salesforce’s AI proposition, because AI is only effective when it can access the right data and workflows.
With the CRM layer built in, Salesforce can position Agentforce Contact Center as a more intelligent and practical service environment than platforms where AI has to rely on fragmented context from separate systems.
Centering customer records also helps Salesforce reposition itself within the contact center market by redefining what a contact center looks like, rather than competing with traditional metrics, it remains ahead by instilling personalization, context, automation, and continuity.
Together, the companies are presenting a market redirection where CX appears more connected, contextual, and built on AI-powered interactions grounded in real customer data.
