Salesforce on Wednesday unveiled Agentforce Contact Center, a next-generation contact centre as a service solution that links voice and digital channels, customer relationship management data and AI agents on one platform.

Salesforce said many corporate contact centres currently operate with customer data, channels and AI systems separated, leaving them unable to generate meaningful results even after adopting AI. Salesforce said it plans to address these data silos and provide a single-platform customer service environment through Agentforce Contact Center.

In Agentforce Contact Center, all agents and AI agents operate on the same customer data. They can respond to customer inquiries using integrated information such as voice call records, chats, text messages, purchase history and marketing activities.

AI agents handle repetitive or simple inquiries first and pass only complex issues to agents, improving operational efficiency. When work shifts from AI to an agent, conversation records and customer context are transferred as they are, reducing cases in which customers must repeat the same information.

With voice data directly linked to CRM, phone consultation content is analysed in real time and reflected in customer records. Administrators can use a single dashboard to understand overall contact-centre operations and develop data-driven strategies.

U.S. smart home company Savant Systems and plumbing supplies distributor Ferguson have adopted the solution.

Kishan Chetan (키샨 체탄), executive vice president and general manager of Salesforce's Agentforce Service division, said, "By integrating voice, AI and CRM into a single service environment, we are helping people and AI share the same customer context so that every interaction can lead to practical problem-solving."

Park Se-jin (박세진), head of Salesforce Korea, said, "Agentforce Contact Center helps break down data silos and bring out synergy between AI agents and human agents." He added, "We will support domestic companies so they can maximise operational efficiency while providing a different level of agentic customer experience."