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Agentforce Contact Center
San Francisco, California, United States
What it is
Agentforce Contact Center is paid contact-center software available on web, iOS, and Android. Listed capabilities span native voice and digital channels, workforce management, outbound dialing, and tools for handling requests and coordinating work. Teams can use a shared inbox, customer and employee portals, a help center, and a knowledge base. The product also lists SLA management, ticket and workflow automation, approval workflows, and root-cause analysis. Four request channels are listed, along with 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 includes workforce and quality management. Contact Center Voice costs $75 a month, billed with Agentforce 1 Edition only, and includes native voice, unlimited platform voice minutes, and directly integrated customer data. Workforce Management costs $50 a month and includes workforce planning, forecasting, and an intraday experience. There is no free plan.
For and against
For
- Web, iOS, and Android access
- Native voice and digital channels
- Ticket, workflow, and approval automation
- Customer and employee portals
- Workforce and quality management plan available
Against
- No free plan
- Contact Center Voice requires Agentforce 1 Edition
- Prices vary by plan and listed capabilities
The verdict
Agentforce Contact Center offers several plan configurations for voice, digital channels, and workforce tools. Review each plan’s price and conditions, especially the Agentforce 1 Edition requirement for Contact Center Voice.
Who it suits
Agentforce Contact Center may suit organizations handling customer requests across voice and digital channels that also need workforce or quality management. Its listed mobile access and employee portal may also fit teams working across devices.
Plans and prices
Agentforce Contact Center
Native Voice · Digital Channels · AI Enhancements · Requires Enterprise or Unlimited Edition
Read 15 Oct 2026 · salesforce.com
Agentforce Contact Center Plus
Native Voice · Digital Channels · AI Enhancements Included · Workforce and Quality Management
Read 15 Oct 2026 · salesforce.com
Agentforce Contact Center Voice
Native Voice · Agentforce 1 Edition only
Read 15 Oct 2026 · salesforce.com
Workforce Management
Workforce planning · Workforce forecasting · Intraday experience
Read 15 Oct 2026 · salesforce.com
On the record
- Additional usage charges
- Extra messaging packs, surveys, bot sessions and conversation-insight hours may require separate usage purchases.salesforce.com · read 15 Oct 2026
- API and SDKs
- Developer resources include Agentforce APIs, Agentforce DX, Salesforce CLI, VS Code tooling, a Python SDK and a Testing API.developer.salesforce.com · read 15 Oct 2026
- AppExchange integrations
- Salesforce says businesses can use native voice or telephony partner integrations available through AppExchange.salesforce.com · read 15 Oct 2026
- Availability limit
- The AFCC FAQ says the product is currently available to customers in the United States and Canada.help.salesforce.com · read 15 Oct 2026
- Cloud delivery
- Independent testing describes Salesforce CRM as cloud hosted, with modules for sales, service, marketing and commerce.techradar.com · read 15 Oct 2026
- Company founded
- Salesforce was founded in 1999.gartner.com · read 15 Oct 2026
- Company headquarters
- Salesforce is headquartered in San Francisco, California.linkedin.com · read 15 Oct 2026
- Company legal name
- Crunchbase identifies the legal name as Salesforce, Inc.crunchbase.com · read 15 Oct 2026
- Company size
- LinkedIn lists Salesforce as a public company with 10,001+ employees.linkedin.com · read 15 Oct 2026
- Compliance
- Salesforce states Agentforce maintains SOC 2 Type II, ISO 27001, PCI DSS, HIPAA, IRAP and FedRAMP High attestations.salesforce.com · read 15 Oct 2026
- 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.salesforce.com · read 15 Oct 2026
- Digital channels
- Supported channels include email, web forms, SMS, Facebook Messenger, WhatsApp, Apple Messages, LINE, web chat and mobile-app chat.help.salesforce.com · read 15 Oct 2026
- Documentation depth
- Salesforce provides product Help articles, setup guides, developer documentation, SDK references and testing documentation.developer.salesforce.com · read 15 Oct 2026
- Extensibility
- Agents can be limited to approved Salesforce Flows, Apex classes or API calls and grounded in Data Cloud, Knowledge or records.help.salesforce.com · read 15 Oct 2026
- Independent market view
- Gartner published a March 11, 2026 First Take saying the launch signals consolidation of customer-engagement-center and CCaaS markets.gartner.com · read 15 Oct 2026
- Limit: complexity
- Independent reviewers repeatedly report steep learning curves, complicated setup and difficult administration when workflows and customizations grow.g2.com · read 15 Oct 2026
- Limit: pricing
- Reviewers frequently describe Salesforce as expensive, with additional licenses or AI usage charges increasing total cost.g2.com · read 15 Oct 2026
- 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.trustpilot.com · read 15 Oct 2026
