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.
This ability to convert routine service calls into growth moments hinges on Agentforce’s unified workspace – where voice, context, next-best actions, and performance coaching can surface in real-time.
Combined with Vonage’s native telephony and routing architecture, those insights can move more fluidly between virtual and human agents.
A Broader AI Strategy Taking Shape
As generative and agentic AI mature, both companies appear focused on deeper workflow unification rather than siloed feature releases.
The new integration spans several major use cases:
- Expert Access: Vonage’s UC tools and Microsoft Teams integration allow frontline agents to bring back-office teams directly into Salesforce records and workflows.
- Omnichannel Automation: Vonage’s BYOC model extends AI-driven service across digital channels, offering automated engagement around the clock.
- Sales Acceleration: Salesforce’s outbound dialer, Agentforce’s lead nurturing, and real-time coaching help sales teams reach high-quality opportunities faster.
- Fraud Prevention: Vonage’s Identity Insights and Fraud Detection APIs add network-level verification into Agentforce Voice conversations.
Scales explained how this will help change live interactions.
“A customer’s call can move forward naturally without a human agent needing to pause to run a check in the background,” he said.
Verification is automated and ‘invisible’… and those verification and fraud signals guide the overall flow of the call.”
Aragon Research CEO Jim Lundy shared these sentiments, claiming that “Agentic AI is redefining the way today’s enterprises do business… Delivering new levels of efficiency for agents, and unprecedented real-time engagement.
“This new integration will transform customer service from transactional, bot-driven interactions to dynamic, seamless, and outcome-driven connections.”
A Milestone in a 15-Year Partnership
Vonage and Salesforce have partnered for more than a decade, with the two teaming up on another tool less than three months ago. However, both companies describe this latest release as a strategic leap forward.
Schellack highlighted how the integration closes gaps previously spread across multiple systems:
“Customers can now seamlessly extend AI-driven service across every channel and involve human experts directly in interactions – creating a more connected, coordinated experience.”
Scales echoed the significance, pointing to timing and technical depth: “While the industry moves AI from experimentation to production, we’re launching with a solution already delivering results.”
He added that embedding network intelligence directly into workflows means Agentforce can now assist with interactions that previously demanded human judgment due to trust or security concerns.
A Clear Path for Enterprises Looking to Scale AI Voice
With the integration now available on the Salesforce AppExchange, both companies are signaling their intent to shape how AI voice sits within the modern contact center.
For enterprises wrestling with rising service costs, fragmented workflows, and customer expectations for immediacy and personalization, this partnership offers a practical blueprint for what comes next: voice experiences that blend automation, security, and human expertise in real-time.
