UCaaS + CCaaS MetriRank 2026
September 30, 2026
MetriNote – Salesforce Announces Integrated Contact Center, CRM, AI Platform
Artificial Intelligence
Customer Experience
MetriNote
Complimentary Content
Contact Center as a Service (CCaaS)
CRM / CDP
Summary
Author: Robin Gareiss, CEO and Principal Analyst
What's the news?
On March 10, 2026, Salesforce announced Agentforce Contact Center to deliver a unified solution for customer relationship management (CRM), digital and voice channels, artificial intelligence (AI) agents, and all underlying data in Data 360. Salesforce has addressed this market for years through partnerships with multiple contact center-as-a-service (CCaaS) providers—most prominently via Amazon Connect and Vonage Contact Center. Now Salesforce is offering two plans for its customers: Agentforce Contact Center Voice (native voice, unlimited platform minutes, integrated customer data) using Agentforce 1 Edition for $75 per user per month, or Agentforce Contact Center (native voice, digital channels, and AI capabilities) using Enterprise Edition for $125 per user per month. Both are available for now in the U.S. and Canada, with global availability coming.
Author(s)
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