Salesforce launched Agentforce Contact Center, its native Contact Center as a Service (CCaaS) solution, at the Enterprise Connect 2026 conference. This platform natively unifies voice, digital channels, CRM data, and AI agents within a single environment.
The release marks a strategic expansion into the customer experience (CX) and AI sectors. The market has anticipated a native CCaaS offering from the CRM provider for over a decade.
Agentforce Contact Center integrates Salesforce's CRM architecture with recent AI advancements to centralize customer service operations. The solution provides a single source for customer data across all communication channels to support both human and AI agents.