Salesforce Unveils Agentforce Contact Center at Enterprise Connect

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At Enterprise Connect 2026, Salesforce announced Agentforce Contact Center, expanding its service platform to include native contact center capabilities alongside CRM data and AI agents.

In this conversation, Salesforce EVP and General Manager Kishan Shhatan explains why Salesforce is launching the product now, what differentiates it from existing contact center solutions, and how it fits into Salesforce’s broader service strategy.

What This Episode Covers

• Why Salesforce launched Agentforce Contact Center now
• How voice, CRM data, workflows, and AI agents work together on one platform
• What differentiates the platform from traditional contact center deployments
• How Agentforce will evolve over the next year with new service capabilities
• How Salesforce plans to support both its own platform and existing CCaaS partners

Salesforce emphasizes that the goal is to bring channels, customer data, workflows, and AI agents onto a single platform while still supporting partner integrations when customers choose to keep existing contact center providers.

As the platform evolves, Salesforce plans to expand capabilities across self-service, workforce management, and collaboration tools, continuing to build a broader service environment around the Agentforce platform.