Salesforce.com Inc

Agentforce Contact Center

Composite Score

8.4 /10

CX Score

8.6 /10

10 Reviews Write a Review

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What is Agentforce Contact Center?

Improve customer satisfaction in every interaction with unified CRM, data, and channels on a single platform with Agentforce Contact Center. Humans and AI agents seamlessly deliver 24/7 service, while lowering costs.

Company Details

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Agentforce Contact Center Ratings

Real user data aggregated to summarize the product performance and customer experience.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

93 Likeliness to Recommend

90 Plan to Renew

85 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+100 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Agentforce Contact Center?

0% Negative

0% Neutral

100% Positive

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Feature Ratings

Average 89

Embedded Video Support and Co-Browse

100

Omnichannel Support

100

AI Powered Quality Management

Workforce Optimization

Sentiment Analysis

AI Powered Virtual Agents

Scalability and Reliability

Call Recording

Multi Channel Queue Management

Interactive Voice Response (IVR) and Call Flow Designer

Customer Journey Modelling

Vendor Capability Ratings

Average 86

Ease of Customization

Ease of Data Integration

Usability and Intuitiveness

Quality of Features

Ease of Implementation

Business Value Created

Vendor Support

Product Strategy and Rate of Improvement

Breadth of Features

Ease of IT Administration

Availability and Quality of Training

Agentforce Contact Center Reviews

Kaleem A.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jun 2026

AI Powered Contact Center That Reduce Agent Work

Likeliness to Recommend

8 /10

What differentiates Agentforce Contact Center from other similar products?

What stood out to me was that it works with the customer information that's already inside Salesforce instead of acting like a separate chatbot. The AI can pull context from cases, accounts and knowledge articles, so agents spend less time searching around before replying. I also liked that it feels more focused on helping the agent rather than trying to replace them completely

What is your favorite aspect of this product?

The biggest benefit for me is how much repetitive work it removes during case handling. Getting a quick summary, suggested responses and the right customer context in one place makes conversation move faster. It still needs a quick human check sometimes, but it saves a surprising amount of clicking around.

What do you dislike most about this product?

The setup is not something like plug and play. The AI works much better when your Salesforce data, knowledge articles and routine rules are already well organized. If that foundation is not clean, the suggestion becomes less useful and you will end up tweaking prompts, topics or actions more than expected. It's not a deal breaker, just something to plan for.

What recommendations would you give to someone considering this product?

I would spend time cleaning up your Salesforce data and Knowledge before turning on the AI features. That is honestly where most of the value comes from. I would also start with a few common support scenarios first, let agents give feedback, then expand gradually instead of trying to automate everything on day one.

Pros

Continually Improving Product
Helps Innovate
Reliable
Performance Enhancing

Mahima P.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted May 2026

Enhanced Control through Real-Time Monitoring

Likeliness to Recommend

10 /10

What differentiates Agentforce Contact Center from other similar products?

I discovered that the Salesforce Agentforce Contact Center tracks both agents and customer interactions in real time, thereby facilitating quick and informed decision-making.

What is your favorite aspect of this product?

I really liked its live dashboard feature, which displays all essential information instantly.

What do you dislike most about this product?

Due to the sheer volume of real-time data, understanding the information can sometimes be a bit challenging.

What recommendations would you give to someone considering this product?

It would be better to design the dashboard by prioritizing key data points.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Agentforce Contact Center

What is Agentforce Contact Center?

Company Details

Need Assistance?

Agentforce Contact Center Ratings

93 Likeliness to Recommend

90 Plan to Renew

85 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+100 Net Emotional Footprint

How much do users love Agentforce Contact Center?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Embedded Video Support and Co-Browse Video channel for high-touch or visual customer service needs, including co-browsing a webpage with a customer in real-time.

Omnichannel Support Seamless integration of multiple communication channels (voice, email, chat, SMS, social media) for consistent customer experiences.

AI Powered Quality Management Built-in quality management using AI for scoring and evaluating service support staff performance.

Workforce Optimization Uses gamification, agent assist, and skill development tools to optimize service support staff.

Sentiment Analysis Detects customer emotion during synchronous and asynchronous interactions to guide service support response.

AI Powered Virtual Agents Chatbots and voicebots that handle Tier 1 queries using NLP.

Scalability and Reliability Cloud-based infrastructure ensuring uptime, flexibility to handle varying call volumes, and easy scalability.

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Interactive Voice Response (IVR) and Call Flow Designer Enables callers to access information via a voice response system of pre-recorded messages without speaking to an agent.

Customer Journey Modelling The ability to effectively model and display customer behaviors or journeys through multiple channels and touchpoints.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Agentforce Contact Center Reviews

Kaleem A.

AI Powered Contact Center That Reduce Agent Work

Likeliness to Recommend

Pros

Mahima P.

Enhanced Control through Real-Time Monitoring

Likeliness to Recommend

Pros

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Feature Ratings

Embedded Video Support and Co-Browse

Omnichannel Support

AI Powered Quality Management

Workforce Optimization

Sentiment Analysis

AI Powered Virtual Agents

Scalability and Reliability

Call Recording

Multi Channel Queue Management

Interactive Voice Response (IVR) and Call Flow Designer

Customer Journey Modelling

Vendor Capability Ratings

Ease of Customization

Ease of Data Integration

Usability and Intuitiveness

Quality of Features

Ease of Implementation

Business Value Created

Vendor Support

Product Strategy and Rate of Improvement

Breadth of Features

Ease of IT Administration

Availability and Quality of Training