Agentforce Contact Center vs Mitel CX
Agentforce Contact Center
salesforce.comMitel CX
mitel.comSide by side
| Figure | Agentforce Contact Center | Mitel CX |
|---|---|---|
| Price from | $50/mo | — |
| Free plan | — | — |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | — | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Self-hosted | — | Yes |
| Plans published | 5 | 4 |
| Spec score · Call Center Software | 9.2 (#3) | 8.5 (#26) |
| Documentation depth | Salesforce provides product Help articles, setup guides, developer documentation, SDK references and testing documentation. | Documentation includes installation, administration, deployment, digital, reporting, security-hardening, privacy, system-engineering, release-note and HTML-help materials. |
| Rating on Apple App Store | 4.8 out of 5 from 353K ratings for the Salesforce mobile app. | 4.5 out of 5 from 4,800 ratings |
| Rating on G2 | 4.4 out of 5 from 8,448 reviews for Salesforce Service Cloud. | 3.8 out of 5 from 3 reviews |
| Rating on Gartner Peer Insights | 4.3 out of 5 from 72 ratings for Salesforce Agentforce. | 4.9 out of 5 from 22 reviews |
| Rating on GetApp | 4.5 out of 5 from 832 reviews for Salesforce Service Cloud. | 4.2 out of 5 from 5 reviews |
| Rating on TrustRadius | 8 out of 10 from verified Salesforce Service Cloud reviews summarized from 16 reviews published in the last 18 months. | 10 out of 10 from 1 review |
| Security controls | The Einstein Trust Layer provides zero data retention with third-party LLMs, toxicity and prompt-injection detection, and audit trails. | Listed controls include encryption, auditing, policies, supervisor monitoring and recording key management in higher tiers. |
| What it does | Agentforce Contact Center combines voice, digital channels, CRM data and AI agents in one Salesforce contact-center platform. | Mitel CX is an enterprise contact-center platform combining voice, digital channels, analytics, automation and workforce tools. |
| Workforce management | Yes | Forecasting and scheduling tools predict staffing needs and automate shift planning. |
Plans
Agentforce Contact Center
- Agentforce Contact Center$125 a month
- Agentforce Contact Center Plus$250 a month
- Agentforce Contact Center Voice$75 a month
- Workforce Management$50 a month
- Workforce Management$50 a month
Mitel CX
- CX ElitePriced on request
- CX Essential DigitalPriced on request
- CX Essential VoicePriced on request
- CX PremierPriced on request
In their own words
Agentforce Contact Center
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.