Salesforce and Vonage Put AI Voice at the Center of Customer Support
Vonage has expanded its Salesforce partnership with a new integration that connects Vonage Contact Center with Agentforce 360. By linking Vonage for Salesforce Voice to Agentforce Voice, support teams get one environment where virtual and human agents share the same context, data, and routing.
The goal is simple: faster answers, less friction, and conversations that still feel personal at scale. As Vonage's Reggie Scales put it, businesses no longer have to choose between efficiency and empathy.
Why Voice Still Matters
Customers pick up the phone when an issue is urgent, sensitive, or frustrating. That's where this stack goes to work.
Virtual agents can verify callers, identify intent, and handle routine tasks. When cases get nuanced, Agentforce Voice uses intent to guide calls to the right expert before a human even says hello. More signal, fewer transfers, better outcomes.
What's New for Contact Centers
- Unified voice workspace: Virtual and human agents operate on shared data, routing, and context.
- Intent-driven routing: Skills-based routing levels up with Agentforce Voice, directing customers to the next best step fast.
- Fraud checks without the pause: Vonage Identity Insights and Fraud Detection APIs add network-level verification that quietly guides call flow.
- Expert Access, on tap: Vonage UC and Microsoft Teams integration let frontline agents bring back-office specialists into Salesforce records in seconds.
- Omnichannel automation: A BYOC model extends AI-driven service across digital channels for around-the-clock engagement.
- Sales acceleration: Salesforce's outbound dialer, Agentforce lead nurturing, and real-time coaching help teams reach higher-quality opportunities faster.
- Real-time guidance: Next-best actions and performance coaching surface in the Agentforce workspace while Vonage's native telephony and routing keep handoffs smooth.
Salesforce's Ryan Schellack underscored the value of deep, platform-native partnerships that combine AI, data, trust, and core workflows into a single operating model. And as Aragon Research CEO Jim Lundy noted, agentic AI is pushing service from transactional interactions to dynamic, outcome-driven connections.
What This Means for Support Leaders
Expect faster resolution, more consistent experiences, and higher containment on routine calls. Agents spend time where it counts: context-heavy, high-emotion issues.
Automated verification removes dead air. Smarter routing trims handle time. And with shared insights between bots and humans, your coaching loop gets tighter.
Practical Rollout Checklist
- Map your top call drivers and flag tasks ideal for virtual agents (verification, account updates, simple requests).
- Define intents and routing rules that decide when to automate, when to escalate, and who gets the call.
- Connect the data your agents rely on inside Salesforce so both virtual and human agents see the same context.
- Turn on verification with Vonage Identity Insights and Fraud Detection; set thresholds for step-ups or auto-blocks.
- Pilot one queue (e.g., billing) and measure for 2-4 weeks: containment, AHT, transfer rate, CSAT, and fraud catch rate.
- Train agents on the Agentforce workspace, whisper coaching, and how to collaborate with back-office experts via Teams.
- Design escalations: what the bot collects, what the agent sees at pickup, and how to loop back post-call for follow-up.
- Establish QA rules for both virtual and human interactions; review intents and scripts weekly during the pilot.
Metrics That Matter
- Automation containment rate and time-to-intent
- Average handle time (AHT) and after-call work (ACW)
- First contact resolution (FCR) and CSAT
- Right-first routing and transfer reduction
- Verification success rate, fraud detection rate, false positives
- Abandonment rate and cost per contact
- Upsell/retention conversions from support calls
Security and Trust, Built In
Verification runs quietly in the background so agents don't have to stop the conversation to run checks. Calls move forward naturally while fraud signals guide the flow.
That means fewer manual steps for agents and tighter protection for customers-without sacrificing speed.
Availability and Next Steps
The integration is available on the Salesforce AppExchange. If you're evaluating AI voice for your contact center, start with a contained pilot, get your routing and verification policies right, and scale from there.
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Bottom Line
Salesforce and Vonage are aligning virtual and human agents under one roof. You get automation where it fits, experts where it counts, and a cleaner path to measurable gains in speed, CX, and cost to serve.
Start small, measure hard, and expand with confidence.
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