AI & Enterprise
Salesforce unveils next-generation contact centre solution enabling AI-agent collaboration
Salesforce on March 12 unveiled Agentforce Contact Center, a next-generation contact centre as a service solution that connects voice and digital channels, customer relationship management data and AI agents on one platform. It said many contact centres still operate with separated data, channels and AI systems, limiting results. The platform lets AI handle repetitive queries and passes complex cases to agents with full context. Savant Systems and Ferguson have adopted it.
