Salesforce recently announced the launch of Agentforce Contact Center, which it describes as the only AI contact center solution that unifies voice, digital channels, CRM data, and AI agents natively in a single system. The product enables customer self-service at scale with AI-to-human handoffs and real-time visibility across each interaction. Small businesses stand to gain a significant upside from the offering.

As the company explains, all agents pull from the same "source of truth," so they can proactively understand the customer’s complete history and incorporate insights from voice conversations, chats, texts, past purchases, or marketing activity into all interactions. The offering is built on Salesforce’s unified platform, eliminating the need for other integrations and additional operating costs.

Beth LeClerc, VP of Business Systems Architecture & Web Services at Savant Systems, commented, “Managing support across professional installers, retail partners, and direct consumers requires a contact center solution that understands context. Agentforce Contact Center’s ability to intelligently route customers and provide our agents with the right information for each interaction — whether it’s a luxury home installer or a DIY smart home enthusiast — ensures we deliver premium service across every touchpoint of our business.”

Salesforce says that AI agents can resolve more cases autonomously with the new product.  This helps to ensure that only the highest-priority or most complex issues are escalated to humans. In these cases, the humans get full context of the interaction, allowing them to pick up exactly where the AI agents left off. Agents work in sync to complete tasks on behalf of customers, such as rebooking a flight, updating a billing cycle, etc. Handoffs are seamless, as every channel is native and connected to the sales, service, and marketing data.

Agentforce Contact Center also makes voice native to the CRM, bridging the gap between spoken conversation and customer records, so nuances can be captured in real time. This is supposed to create a continuous feedback loop that uses unstructured voice data to help improve AI accuracy and provide supervisors with total visibility into customer sentiment.

It also serves as a single workspace for everyone, with the entire contact center team working in a single view. Supervisors can manage the whole operation from one dashboard, and an agent can be built and deployed across each channel, including voice, to accelerate your company’s AI rollout, while keeping routing rules consistent for your AI and human teams.

“Contact centers patched together with a variety of legacy tools cannot bridge the gap between AI and CRM,” said Kishan Chetan, EVP, and GM of Agentforce Service at Salesforce. “By treating voice, AI, and CRM as a single service nervous system, we give human and AI teams the shared context they need to turn every interaction into a resolution. Following the launch of Agentforce Voice last fall, we’ve now created the first truly agentic contact center. We’re just getting started with our contact center innovation, and we’re excited for the momentum headed into Dreamforce in September.”

Solutions like this have the ability to give small businesses a major AI boost by providing seamless integrations that can improve efficiency. Agentforce Contact Center is currently available as an add-on to all Agentforce Service customers in the U.S. and Canada.