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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.
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.
| Channel | Description |
|---|---|
| Voice | Deliver personalized phone service for high-impact customer issues. Use Salesforce's built-in telephony offering or connect to an external telephony provider. |
| 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, or LINE. 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. |
- Add Voice Channels to Your Agentforce Contact Center
Add voice capabilities to support inbound service and proactive outbound engagement across your rep and AI workforce. - 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. - 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 Conversation Support with Messaging in Service Cloud
Message with customers in real time from the Service Console on mobile or desktop. Messaging supports WhatsApp, Facebook Messenger, Apple Messages for Business, LINE, and SMS, as well as website and mobile app messaging. To help customers on additional channels, connect your preferred messaging service with Bring Your Own Channel for Messaging or Bring Your Own Channel for CCaaS.
