---
schema_version: "1"
id: 487829264837609627345be9518002c3cdeb3e400ef33738faeaafbfbddfb2a2
title: Agentforce Contact Center
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_channels.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_channels.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b18aa865b321dee1b4fdfbaaab8de400f7323c62fbfe232950d4269311bcf9e7
description: Agentforce Contact Center (AFCC) is an AI-first contact center within Salesforce that redefines customer engagement. See what's new in your AI-first contact center.
products:
  - Cross Cloud
release: "262"
---
# Agentforce Contact Center

Agentforce Contact Center (AFCC) is an AI-first contact center within Salesforce that redefines customer engagement. See what's new in your AI-first contact center.

- **[Voice](https://help.salesforce.com/s/articleView?id=release-notes.rn_voice.htm&release=262.0.0&type=5)**  
    Explore enhancements to voice capabilities that support inbound service and proactive outbound engagement across your rep and AI workforce. To use our built-in telephony product, set up Salesforce Voice (Native Telephony). To connect your contact center to a third-party telephony provider, such as Amazon Connect, set up Salesforce Voice with Telephony Providers (formerly Service Cloud Voice).
- **[Workforce Engagement Management](https://help.salesforce.com/s/articleView?id=release-notes.rn_workforce_engmt.htm&release=262.0.0&type=5)**  
    Run a more efficient contact center and elevate the worker experience with native Workforce Engagement Management built into your CRM. Reduce operational costs and optimize staffing across every channel with predictive AI forecasting, capacity planning, and schedule management. Adapt quickly to changing demand with real-time intraday visibility, and improve customer interactions through objective quality evaluations and performance insights.
- **[Email](https://help.salesforce.com/s/articleView?id=release-notes.rn_email.htm&release=262.0.0&type=5)**  
    Enhance your email capabilities with improved template tracking and intelligent Agentforce Service agents. Use the Last Used Date and Times Used fields to monitor how frequently and recently support reps apply specific email templates on cases. Gain greater control over agent behavior using the new Agentforce Builder and Agent Script, and secure your implementation with a simpler setup process that removes the Customize Application permission requirement.
- **[Messaging](https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_service.htm&release=262.0.0&type=5)**  
    Explore the latest enhancements that empower reps and supervisors to more efficiently and effectively resolve customer issues over Messaging channels.