Agentforce Contact Center is an AI-first, fully integrated contact center solution built within Salesforce that brings together voice, digital channels, CRM, and AI in one platform.
Designed as an AI-first engagement hub, Agentforce Contact Center empowers you to support customers through contextual, multi-channel experiences. Service reps can communicate with customers across communication channels such as messaging, WhatsApp voice, and public telephony voice through the same interface.
By eliminating the divide between communication channels and customer data, Agentforce Contact Center gives humans and AI agents the real-time context needed for proactive support. Because your channels and CRM data are connected, if the customer reaches back for assistance on a different channel, their context is preserved. Channel, AI, data, and workflow management is streamlined through one platform. Admins can set up AI agents once and deploy across all channels while connecting customer history across sales, marketing and service to reduce overhead and accelerate time to value.
Agentforce Contact Center offers built-in telephony capabilities that support call recording, transcription, and real-time supervisor controls. It also offers Interactive Voice Response options in flows to align the caller experience with your brand and tone.
Here are the channels that are included in Agentforce Contact Center. You can mix and match channels across contact center models.
| Channel | Description |
|---|---|
| Voice | Deliver personalized phone service for high-impact customer issues with the built-in telephony offering from Salesforce. |
| Customers send emails to you, and the emails are turned into cases. | |
| Web forms | Customers fill out a form on your website and submit it, and the forms are turned into cases. |
| Messaging apps | Customers contact your support center via SMS text messaging, Facebook Messenger, WhatsApp, Apple Messages, LINE, or Partner Messaging integrations. Service reps respond to messages from the Service Console. |
| Web chat and mobile app chat | Embed customer service into your website or mobile apps, so customers can chat with your support team and get help quickly and easily. |