Vonage and Salesforce Redefine Customer Engagement with Agentforce 360 Integration

/ Customer Experience, Enterprise Applications, Workforce Automation
Vonage and Salesforce Redefine Customer Engagement

AI-powered fraud detection and real-time verification set a new standard for secure, intelligent customer experiences.

The News

At Dreamforce 2025, Vonage, part of Ericsson, unveiled its latest collaboration with Salesforce, integrating Vonage Network APIs with the Vonage Contact Center for Agentforce 360 users. This joint innovation combines real-time network intelligence, AI-driven verification, and embedded fraud protection, delivering a seamless, secure customer engagement experience directly within Salesforce’s customer relationship management (CRM) ecosystem.

The integration allows contact center agents to verify customers and detect fraud in real time without adding friction to the user experience. It also extends Vonage’s API portfolio (spanning CPaaS, CCaaS, and UCaaS) to work natively within Salesforce’s AI-enabled engagement framework. Vonage received the Salesforce 2025 Partner Innovation Award for its AI-driven voice capabilities and was recognized as a top-rated Salesforce partner on the AppExchange for the third consecutive year.

Convergence of Voice, AI, and Identity in the CRM Core

The Vonage–Salesforce integration highlights a market shift toward agentic customer engagement, where AI systems autonomously manage, route, and verify interactions. According to theCUBE Research, 58% of organizations plan to deploy deterministic AI agents and 54% plan to implement agentic AI systems over the next 12 months.

By combining Vonage Network APIs with Salesforce Agentforce 360, enterprises can now embed these capabilities directly into customer workflows which bridges traditional call centers with AI-enhanced digital engagement that is both secure and scalable. This integration makes AI agents actionable within CRM contexts, not just advisory.

Voice AI Becomes the New Trust Layer

Voice remains the most trusted and immediate channel for customer engagement, but it’s also one of the most vulnerable to fraud. Vonage’s Identity Insights and Fraud Detection solution leverages real-time telecom intelligence to authenticate users and block suspicious activity before it reaches agents.

This directly addresses one of the top enterprise concerns identified in Efficiently Connected’s 2025 data: 43% of organizations cite identity verification and fraud prevention as critical transformation priorities in CX modernization. By embedding identity assurance into conversational AI workflows, Vonage and Salesforce create a trust layer for agentic engagement, turning reactive security into proactive assurance.

Ecosystem Collaboration as a Competitive Differentiator

Vonage’s deep integration into Salesforce’s Agentforce 360 matches the increasing importance of ecosystem-level innovation in enterprise applications. Rather than competing on individual platform features, vendors like Vonage are extending their value through contextual integration by enabling customers to unify communications, CRM, and AI across a single pane of glass.

This collaboration also exemplifies a pivot toward network-embedded intelligence, where telecom providers use API-driven data to power business outcomes across industries from healthcare to financial services. In effect, the partnership positions Vonage not only as a communications platform, but as a data orchestration layer for enterprise trust and engagement.

CPaaS and CRM Convergence Accelerates

TheCUBE Research projects that more than 60% of large enterprises will integrate CPaaS or communications APIs directly into their CRM and ERP systems by 2026, transforming them from messaging utilities into AI-powered experience engines. The Vonage–Salesforce announcement exemplifies this trend by combining communication APIs, CRM intelligence, and AI automation into one unified operational flow.

As AI agents become primary customer touchpoints, the ability to combine context (CRM data) and channel control (voice and messaging APIs) will determine which vendors lead the next phase of digital engagement.

Looking Ahead

Vonage’s integration with Salesforce Agentforce 360 reflects the next stage in customer engagement modernization where identity, communication, and intelligence converge into a seamless, AI-driven framework. As agentic systems evolve, enterprises will increasingly demand fraud-resistant, compliant, and composable CX architectures capable of adapting in real time to both user intent and security context.

In the coming year, expect CPaaS and CRM vendors to deepen their alliances around AI trust and data sovereignty, embedding authentication and fraud prevention into every conversation. Vonage’s continued partnership with Salesforce positions it at the forefront of this convergence through bridging telecom, CRM, and AI into a single enterprise engagement fabric.

For enterprises, the focus should be on moving from omnichannel experiences to intelligent, trusted interaction ecosystems that deliver measurable outcomes in security, personalization, and customer loyalty.

Author

  • With over 15 years of hands-on experience in operations roles across legal, financial, and technology sectors, Sam Weston brings deep expertise in the systems that power modern enterprises such as ERP, CRM, HCM, CX, and beyond. Her career has spanned the full spectrum of enterprise applications, from optimizing business processes and managing platforms to leading digital transformation initiatives.

    Sam has transitioned her expertise into the analyst arena, focusing on enterprise applications and the evolving role they play in business productivity and transformation. She provides independent insights that bridge technology capabilities with business outcomes, helping organizations and vendors alike navigate a changing enterprise software landscape.

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