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Agentforce Contact Center

salesforce.com

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Spec score 9.3 #1 of 63 in Customer Service QA Software

What it is

Agentforce Contact Center is paid contact-center software for handling voice and digital customer requests. It runs on the web, iOS, and Android, with four request channels and tools for both customer service and workforce operations. Listed capabilities include outbound dialing, a shared inbox, customer and employee portals, a help center, a knowledge base, SLA management, and ticket and workflow automation. It also supports approval workflows, root-cause analysis, API access, offline mode, invoicing and payments, route optimization, and recurring jobs. Agentforce Contact Center costs $125 a month and includes native voice, digital channels, and AI enhancements. Contact Center Plus costs $250 a month and adds workforce and quality management. Contact Center Voice costs $75 a month, billed with Agentforce 1 Edition only; it includes unlimited platform voice minutes and directly integrated customer data. Workforce Management is $50 a month, with workforce planning, forecasting, and an intraday experience. There is no free plan.

Spec sheet

What it does
Agentforce Contact Center combines voice, digital channels, CRM data and AI agents in one Salesforce contact-center platform.Read 15 Oct 2026 · help.salesforce.com
Free plan
NoRead 23 Sep 2026 · salesforce.com
Paid from
75Read 23 Sep 2026 · salesforce.com
Compliance
Salesforce states Agentforce maintains SOC 2 Type II, ISO 27001, PCI DSS, HIPAA, IRAP and FedRAMP High attestations.Read 15 Oct 2026 · salesforce.com
Headquarters
San Francisco, California, United StatesRead 28 Sep 2026 · salesforce.com
Founded
1999Read 28 Sep 2026 · salesforce.com
Additional usage charges
Extra messaging packs, surveys, bot sessions and conversation-insight hours may require separate usage purchases.Read 15 Oct 2026 · salesforce.com
API and SDKs
Developer resources include Agentforce APIs, Agentforce DX, Salesforce CLI, VS Code tooling, a Python SDK and a Testing API.Read 15 Oct 2026 · developer.salesforce.com
AppExchange integrations
Salesforce says businesses can use native voice or telephony partner integrations available through AppExchange.Read 15 Oct 2026 · salesforce.com
Availability limit
The AFCC FAQ says the product is currently available to customers in the United States and Canada.Read 15 Oct 2026 · help.salesforce.com
Cloud delivery
Independent testing describes Salesforce CRM as cloud hosted, with modules for sales, service, marketing and commerce.Read 15 Oct 2026 · techradar.com
Company founded
Salesforce was founded in 1999.Read 15 Oct 2026 · gartner.com
Company headquarters
Salesforce is headquartered in San Francisco, California.Read 15 Oct 2026 · linkedin.com
Company legal name
Crunchbase identifies the legal name as Salesforce, Inc.Read 15 Oct 2026 · crunchbase.com
Company size
LinkedIn lists Salesforce as a public company with 10,001+ employees.Read 15 Oct 2026 · linkedin.com
Data storage
Salesforce says Agentforce itself does not store customer data; data remains in underlying Salesforce services such as Sales Cloud, Service Cloud or Data Cloud.Read 15 Oct 2026 · salesforce.com
Digital channels
Supported channels include email, web forms, SMS, Facebook Messenger, WhatsApp, Apple Messages, LINE, web chat and mobile-app chat.Read 15 Oct 2026 · help.salesforce.com
Documentation depth
Salesforce provides product Help articles, setup guides, developer documentation, SDK references and testing documentation.Read 15 Oct 2026 · developer.salesforce.com
Extensibility
Agents can be limited to approved Salesforce Flows, Apex classes or API calls and grounded in Data Cloud, Knowledge or records.Read 15 Oct 2026 · help.salesforce.com
Independent market view
Gartner published a March 11, 2026 First Take saying the launch signals consolidation of customer-engagement-center and CCaaS markets.Read 15 Oct 2026 · gartner.com
Limit: complexity
Independent reviewers repeatedly report steep learning curves, complicated setup and difficult administration when workflows and customizations grow.Read 15 Oct 2026 · g2.com
Limit: pricing
Reviewers frequently describe Salesforce as expensive, with additional licenses or AI usage charges increasing total cost.Read 15 Oct 2026 · g2.com
Limit: reliability and support complaints
Trustpilot reviewers commonly complain about expensive accounts, complicated interfaces and slow or unresponsive support; GetApp reviewers also mention bugs and downtime concerns.Read 15 Oct 2026 · trustpilot.com
Messaging context
Customer context is preserved when interactions move between channels because channels and CRM data share one platform.Read 15 Oct 2026 · salesforce.com
Mobile SDK
The Agentforce Mobile SDK targets native iOS and Android apps, while Enhanced In-App Chat SDK supports human escalation with conversation context.Read 15 Oct 2026 · developer.salesforce.com
Native telephony ownership
Salesforce says its native offering owns the voice media stream and lets customers buy minutes and lease numbers directly from Salesforce.Read 15 Oct 2026 · help.salesforce.com
Notable news
Salesforce announced Agentforce Contact Center on March 10, 2026, describing it as a native combination of voice, digital channels, CRM data and AI agents.Read 15 Oct 2026 · salesforce.com
Partner telephony
Customers can connect external CCaaS or telephony providers, including Amazon Connect and Genesys, through Salesforce integrations.Read 15 Oct 2026 · help.salesforce.com
Praise: customization and routing
GetApp reviewers highlight customizable workflows, automated case routing, scheduling and large-volume information handling.Read 15 Oct 2026 · getapp.com
Praise: unified service data
Reviewers repeatedly praise centralizing customer information, cases, automation and omnichannel workflows in one Salesforce environment.Read 15 Oct 2026 · g2.com
Rating on Apple App Store
4.8 out of 5 from 353K ratings for the Salesforce mobile app.Read 15 Oct 2026 · apps.apple.com
Rating on Capterra
4.5 out of 5 from 832 reviews for Salesforce Service Cloud.Read 15 Oct 2026 · getapp.com
Rating on Chrome Web Store
4.2 out of 5 from 1.7K ratings for the Salesforce Sales Cloud Everywhere extension.Read 15 Oct 2026 · chromewebstore.google.com
Rating on G2
4.4 out of 5 from 8,448 reviews for Salesforce Service Cloud.Read 15 Oct 2026 · g2.com
Rating on Gartner Peer Insights
4.3 out of 5 from 72 ratings for Salesforce Agentforce.Read 15 Oct 2026 · gartner.com
Rating on GetApp
4.5 out of 5 from 832 reviews for Salesforce Service Cloud.Read 15 Oct 2026 · getapp.com
Rating on Google Play
3.5 out of 5 from 59.9K reviews for the Salesforce mobile app.Read 15 Oct 2026 · play.google.com
Rating on Trustpilot
1.3 out of 5 from 660 reviews for Salesforce.Read 15 Oct 2026 · trustpilot.com
Rating on TrustRadius
8 out of 10 from verified Salesforce Service Cloud reviews summarized from 16 reviews published in the last 18 months.Read 15 Oct 2026 · trustradius.com
Rep assistance
The product can generate step-by-step action plans for service representatives using customer data and company knowledge.Read 15 Oct 2026 · salesforce.com
Security controls
The Einstein Trust Layer provides zero data retention with third-party LLMs, toxicity and prompt-injection detection, and audit trails.Read 15 Oct 2026 · help.salesforce.com
Self-service AI
AI agents can provide 24/7 support across channels, use customer context and escalate conversations to humans.Read 15 Oct 2026 · salesforce.com
Voice capabilities
Built-in telephony supports call recording, transcription, real-time supervisor controls and flow-based IVR.Read 15 Oct 2026 · help.salesforce.com
Workforce management
YesRead 23 Sep 2026 · salesforce.com

Plans and prices

Agentforce Contact Center $125 a month per user/month Native Voice · Digital Channels · AI Enhancements · Requires Enterprise or Unlimited Edition Read 15 Oct 2026 · salesforce.com
Agentforce Contact Center Plus $250 a month per user/month Native Voice · Digital Channels · AI Enhancements Included · Workforce and Quality Management · Requires Enterprise or Unlimited Edition Read 15 Oct 2026 · salesforce.com
Agentforce Contact Center Voice $75 a month per user/month Native Voice · Agentforce 1 Edition only Read 15 Oct 2026 · salesforce.com
Workforce Management $50 a month Workforce planning · Workforce forecasting · Intraday experience Read 23 Sep 2026 · salesforce.com
Workforce Management $50 a month per user/month Workforce planning · Workforce forecasting · Intraday experience Read 15 Oct 2026 · salesforce.com

Every Agentforce Contact Center plan and price →

Strong points and limits

Strong points

  • Available on web, iOS, and Android
  • Four request channels
  • Includes outbound dialing and shared inbox
  • Supports offline mode and API access

Limits

  • No free plan
  • Contact Center Voice requires Agentforce 1 Edition
  • Workforce Management costs $50 a month

Who it suits

It suits teams that need contact-center tools across web and mobile, alongside workforce management. Its listed plans include options for voice, digital channels, and workforce and quality management.

Verdict

Agentforce Contact Center combines customer-service features with workforce and workflow tools. Plan choice and eligibility matter, especially for the Voice plan, which is billed only with Agentforce 1 Edition.

Where Specifiction places it

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