Introducing Agentforce Contact Center

Agentforce Contact Center brings together system setup, self-service and routing, service rep support, and supervisor controls together in a unified end-to-end platform. The whole solution is now available natively in Salesforce.

• For Administrators: More intuitive setup, channel management and automation in one place. This includes Native Voice and new Workforce Engagement capabilities. Administration takes advantage of skills an organization and the expertise that your partnership brings to the solutions.
• For your clients' customers: deliver seamless, personalized support no matter the preferred engagement channel
• For Service reps: deliver a unified workspace, regardless of channel, and deliver unified data and context for each interaction
• For supervisors: Monitor, Manage and Take action on analytics and performance for the contact center in one place with Command Center

There are a number of capabilities that are part of the Contact Center solution. Common qualities of Contact Centers include:

• Multi-channel offerings for customers; customers are met where they communicate
• Omni-channel presence for routing and supervision of intake interactions
• Omni-Supervisor capabilities that include native Workforce Engagement, Quality management, Command Center for Service and proactive intelligence actions.
• Expanded service options (Self-Service, Asynchronous service, proactive service)
• Personalized and Consistent Service through data, integrations, and intelligence.
• Automation and Processes to reduce friction and increase efficiencies
• A well designed and solid service process using the foundations of Agentforce Service (Case Management, Knowledge Management, SLAs, Self-Service strategies)

Agentforce Contact Center has the power to deliver all of the above items in a cohesive platform for Customers, Representatives and Organizations. Solutions will require analysis of the right licensing to buy within a Salesforce Edition, or if a client wants to commit to growth, take a look at the Agentforce 1 Service Edition which will include many of the Contact Center capabilities as part of the pricing.
 

Capabilities of Agentforce Contact Center

Native Voice

What it is
Native end-to-end voice channel built on Salesforce-owned voice infrastructure that delivers a resilient, high-quality voice solution designed for enterprise-grade reliability. It is setup with proper planning and administrative configuration.

Why it matters
Customers need voice infrastructure that is reliable and compliant, providing full regulatory compliance spanning STIR/Shaken, E911, and CALEA for the modern, distributed contact center.

How it’s different    
The #1 CRM now offers native voice, uniquely offering modern management of the voice channel alongside all digital channels inside your company’s source of truth.

Availability
Availability is determined by the progress of legally entering global markets. Right now we are in the second phase of expansion. Point of Presence (Voice POP) centers are introduced in United States, Canada,  and UK. 

Agentforce and Native Voice
The native voice solution pairs with Agentforce Voice for a smooth transition with trusted data and unified platform infrastructure. 

For Partners
Take your skills from your Salesforce and Telephony / Voice practices and apply them to deliver solutions with the Native Salesforce Voice channel. Help simplify IVR (Interactive Voice Response) complexities by introducing the IVA (Interactive Voice Assistant) with Agentforce Voice. Keep up with our Enablement calendar for sessions upcoming.

Agentforce Voice

Agentforce Contact Center Digital

Digital Engagement is End of Sale as of March 2nd, 2026. Agentforce Contact Center Digital is the new product or SKU that you would explore with your customers.

Customers expect a level of familiarity and personalization from companies. With Salesforce Digital Engagement, Data Cloud and AI, companies of all sizes and maturity can work towards delivering this kind of customer experience.

AFCC Digital empowers the delivery and success of digital channel experiences for your clients. Your clients can act on improving customer satisfaction, delivering exceptional service at scale and driving agent productivity.

We have native channels that are part of the Salesforce platform, and a rich ecosystem of 3rd party channel integration solutions provided by our Appexchange partners. 

Native Channels in AFCC Digital: 

• Messaging for In-App and Web
• WhatsApp
• Facebook
• Apple Messages for Business
• SMS
• and more powered by our Partner ISV Ecosystem!

Partner Delivered Channels with Bring Your Own Channel (BYOC): 

• Google Business Messages
• Instagram Messenger
• X (Twitter)
• TikTok
• Kakaotalk

When assessing Digital Engagement channels in Salesforce make sure they are compatible with Salesforce Enhanced Omni-Channel (Omni-Flow) routing as that is the way of the future.  New Salesforce organizations will not have Standard Omni-channel enabled.
 

Service Portals

• Help Center: Surface Knowledge Articles and Company Support Options. No log in required.
• Customer Account Portal: Surface Account, Contact, Case and Documentation for logged in customers. Non-logged in customers can still use publicly available capabilities.
• Customer Service: Create an engaging service community with the logged-in options (Accounts, Cases, Contact information) and the ability to have groups surfaced for interactive engagement.

• Agentforce Service Agents and Einstein Bots
• Content Management via Salesforce CMS
• Deflection capabilities and metrics
• Generative Answers

NEW: Agentforce Help Agent

Partner Perspective:

• This helps us facilitate Agentforce adoption on Service channels, use it as an acceleration with the customer and within your delivery.
• Inclusion in the customers portal solution is where the partner services shine, especially when it comes to revision and customization.
• Do not underestimate the value of the Data 360 efforts and correct implementation planning strategies for the Help Agent.
• Help your clients choose the right channel for their Agentic efforts. 

Omni-Channel Solutions and Intelligent Routing

A Contact Center strategy is built around handling interactions and company to customer relationships at scale. Part of creating frictionless experiences and operational efficiencies are how interactions are brought into the system, routed to the right agents/representatives and monitored by Service operational leadership. Our Enhanced Omni-Channel solutions are the next step in realizing these experience and efficiency wins. 

The following routing solutions are available through Enhanced Omni-Channel and Omni-Flow routing:

• Queue Based Routing
• Skill Based Routing
• Direct to (Human) Agent Routing
• Bot to Agent Routing
• Direct to Agent Routing
• Capacity or Availability Confirmation
• Asynchronous and Synchronous work

Multiple Channels can be routed and handled by Omni-Flow templates:

• Omni-Flow for Voice, Chat, Messaging, and Email
• Omni-Flow for Objects (such as Self-Service cases based on an Action to fire this off)

Workforce Engagement 

Command Center for Service

Supervisors may use the Command Center for Service to manage both Human and AI Agents in one place. Supervisors take advantage of AI Intelligence and their soft skills to monitor, coach and track, in real time, all the agents.  This approach of managing the AI Agents and Service Representatives is referred as the Hybrid Workforce solution. All of this happens in Command Center.

Partners: This is probably one of the most overlooked  capabilities in the Contact Center. Help drive adoption, ROI and general stickiness of the solution by giving actionable analytics and real-time workforce monitoring to the Supervisors.

Agentforce for Service in the Contact Center

We cannot talk about a Agentforce Contact Center without addressing automation and AI solutions. As you advise your client on Automation and Intelligence, take advantage of the beginner to advanced AI capabilities available from Salesforce to achieve both Customer Experience/CSAT goals and Service Organization goals. Adding a mix of service driven actions and intelligent automations within both the Service Console and the Customer Experience can go a long way for winning adoption and creating a long term client relationship. You can learn more in our Service Einstein and AI Pocket Guide.

Einstein for Service Advantages

• Service Replies
• Email Replies
• Search Answers (Experience Cloud)
• Article Suggestions (Knowledge component)
• Article Suggestions in Flow (auto email options)
• and more

• (Customer) Service Agents powered with templates
• Service Agents with customized actions (know the consumption implications)
• Service Assistant (step by step walkthrough for Representatives)
• "Copilot" Agentforce (Salesforce user agent)

Partner Contact Center

Partner Contact Center is a Salesforce product that integrates a few telephony solutions that are a fit for your clients. For those clients still using a CTI instead of a well-integrated solution, here are a few points.

• Partner Contact Center brings the call into the Salesforce platform, which means all your customer data can be accessed and leveraged throughout the call. When agents have a complete view of the customer, they are freed up to really focus on the conversation.
• Resolve calls faster with AI and automation: The phone call is transcribed in real time, which means that we can launch automation during the phone call to complete workflows or pull answers more quickly. This helps agents resolve calls more quickly.
• By integrating the phone channel into omni-channel supervisor, we’re giving managers access to better coaching and training, so they can give live feedback during the call, and post-call coaching to teams working from home or the office.
• Build loyalty with customers by having better, more personalized conversations: In the past, agents had to toggle between screens to have complete information about the customer or were focused on trying to take notes on the conversation — now a unified console brings together the complete context, and the agent is freed up to really focus on the customer.
• CTI at Salesforce is on the road to retirement, so start planning now.

There are three BYOT solution paths for Partner Contact Center:

• Salesforce Voice with Amazon Connect
• Salesforce Voice with Bring Your Own Amazon Connect
• Salesforce Voice with Partner Telephony provider

It is recommended when assessing the different telephony providers that you match their ability to deliver the following capabilities available in Service Cloud Voice as well as their support model for your clients.