Contact Center

Help your teams engage with customers across voice, digital channels, AI, and CRM in one AI-first contact center. Choose the best fit capabilities from two areas: Agentforce Contact Center and Partner Contact Center.

Agentforce Contact Center includes Salesforce-provided contact center infrastructure, including a built-in Voice offering. Choose this model when you want Salesforce to provide and manage the core contact center and telephony experience.

Partner Contact Center connects Salesforce with a telephony provider or contact center (CCaaS) platform of your choice. Select this model when you use an external partner telephony or CCaaS provider.

Both contact center solutions offer capabilities that support your customer engagement strategy through AI-first interactions. You can mix and match channels between contact center types, bringing the best solutions for your unique business needs. Complete your contact center with data-driven planning tools from Workforce Engagement and interaction assessments from Quality Management.

• Agentforce Contact Center
  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.
• Partner Contact Center
  Connect Salesforce with your preferred telephony or contact center as a service (CCaaS) provider to engage with customers across voice, messaging, email, and web forms.
• Add Voice Channels to Your Contact Center
  Add voice capabilities to support inbound service and proactive outbound engagement across your rep and AI workforce.
• Provide Conversation Support with Messaging
  Message with customers in real time from the Service Console on mobile or desktop. Agentforce Contact Center Messaging supports WhatsApp, Facebook Messenger, Apple Messages for Business, LINE, SMS, and Partner Messaging integrations, as well as website and mobile app messaging. Partner Contact Center Messaging connects Salesforce to your preferred contact center as a service (CCaaS) provider.
• Send and Receive Emails with Email-to-Case
  Communicate with customers over email directly from the Service Console. Email-to-Case turns customer emails into cases for your support team.
• Provide Web Forms with Web-to-Case
  Let customers submit support requests on your website with a simple, customizable form. Use Web-to-Case to automatically turn support inquiries into cases.
• Optimize Staffing with Workforce Engagement
  Run a better contact center with our data-driven planning tools to benefit your business, your employees, and your customers.
• Quality Management
  Use evaluation forms to standardize assessments of interactions with customers, reduce scoring bias, and increase evaluation coverage for service reps across voice, messaging, and case. To evaluate an interaction, a quality analyst performs an evaluation based on criteria defined in a form. To identify coaching opportunities, each supervisor can review their team member’s scores. To see how they're performing, each rep can review their own scores.