Bandwidth Powers Salesforce Agentforce Contact Center
Analysis based on 7 articles · First reported Mar 27, 2026 · Last updated Mar 31, 2026
This partnership is expected to positively impact the software and telecommunications markets by introducing a more integrated and AI-driven contact center solution. Salesforce and Bandwidth Inc. are poised to gain market share and influence, potentially shifting industry standards towards context-driven customer engagement.
Bandwidth Inc. has announced a strategic partnership with Salesforce to power the newly launched Agentforce Contact Center. Bandwidth Inc. will provide the essential voice and messaging infrastructure, enabling Salesforce to integrate customer service, customer data, and AI orchestration directly within its CRM platform. This collaboration aims to redefine the contact center model by shifting focus from channel handling to context-driven engagement, placing the customer record at the center of every interaction. David Morken, Co-Founder and CEO of Bandwidth Inc., emphasized the significance of this partnership in evolving the contact center for the AI era. The Agentforce Contact Center, unveiled at Enterprise Connect 2026, challenges traditional CRM and contact center system separation, promoting a unified, context-rich customer engagement experience. This move is expected to strengthen Salesforce's market position and allow Bandwidth Inc. to emerge as a global competitor in digital communications for contact center operations.
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