Freedom251 › Contact Center as a Service - Enterprise Software
Agentforce Contact Center
What Agentforce Contact Center is
Agentforce Contact Center is Salesforce contact-center software for handling voice and digital customer interactions. It is available on the web, iOS, and Android, with capabilities for managing customer requests and workforce operations. Listed tools include outbound dialing, a shared inbox, customer and employee portals, a help center, a knowledge base, SLA management, and ticket and workflow automation. Teams can also use approval workflows, root-cause analysis, API access, and four request channels. Other listed capabilities include offline mode, invoicing and payments, route optimization, and recurring jobs.
The Agentforce Contact Center plan is $125 a month and includes native voice, digital channels, and AI enhancements. Contact Center Plus is $250 a month, with workforce and quality management included alongside those capabilities. Contact Center Voice is $75 a month, billed Agentforce 1 Edition only; it includes native voice, unlimited platform voice minutes, and directly integrated customer data. Workforce Management is $50 a month and covers workforce planning, forecasting, and an intraday experience. Salesforce was founded in 1999 and is headquartered in San Francisco, California, United States.
Who it suits
It suits contact-center teams that need voice and digital channels alongside customer-request, workflow, and workforce tools. Organizations looking for workforce and quality management can consider Contact Center Plus, while the standalone Workforce Management plan covers planning, forecasting, and intraday work.
What it does well
- Available on web, iOS, and Android.
- Includes native voice and digital channels on the Contact Center plan.
- Supports outbound dialing, shared inbox, and customer and employee portals.
- Offers ticket automation, workflow automation, and approval workflows.
- Lists offline mode and API access.
What to know first
- There is no free plan.
- Contact Center Voice requires Agentforce 1 Edition billing.
- Workforce and quality management are included in the $250 a month Plus plan.
Limits
There is no free plan. Contact Center Voice is billed with Agentforce 1 Edition only; workforce and quality management are included in Contact Center Plus at $250 a month.
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| Agentforce Contact Center | per user/month · Native Voice · Digital Channels · AI Enhancements · Requires Enterprise or Unlimited Edition | $125 a month |
| Agentforce Contact Center Plus | per user/month · Native Voice · Digital Channels · AI Enhancements Included · Workforce and Quality Management · Requires Enterprise or Unlimited Edition | $250 a month |
| Agentforce Contact Center Voice | per user/month · Native Voice · Agentforce 1 Edition only | $75 a month |
| Workforce Management | per user/month · Workforce planning · Workforce forecasting · Intraday experience | $50 a month |
As salesforce.com lists them, read 15 Oct 2026. The maker's own page has the final word.
Getting started
- Visit the Salesforce contact-center website.
- Choose the Contact Center, Contact Center Plus, Contact Center Voice, or Workforce Management plan.
- Select a plan based on its listed capabilities and price.
- Use the web, iOS, or Android platform.
Verdict
Choose Agentforce Contact Center if your team needs voice and digital service with request-handling and automation capabilities. Contact Center Plus is the listed option that includes workforce and quality management. Teams seeking a free plan should look elsewhere.
Questions
Is Agentforce Contact Center free?
No. It has no free plan, and the listed pricing model is paid.
What platforms does it support?
It is listed for web, iOS, and Android.
How much do the plans cost?
Agentforce Contact Center is $125 a month; Contact Center Plus is $250 a month; Contact Center Voice is $75 a month; Workforce Management is $50 a month. The listed pricing note says from $75/user/mo.
What does Contact Center Voice include?
It includes native voice, unlimited platform voice minutes, and directly integrated customer data. It is billed Agentforce 1 Edition only.
Which plan includes workforce and quality management?
Agentforce Contact Center Plus includes workforce and quality management alongside native voice, digital channels, and AI enhancements.
Who makes Agentforce Contact Center?
It is a Salesforce product. Salesforce was founded in 1999 and is headquartered in San Francisco, California, United States.
Facts from Agentforce Contact Center's own pages
- Additional usage charges
- Extra messaging packs, surveys, bot sessions and conversation-insight hours may require separate usage purchases. · salesforce.com, 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, 15 Oct 2026
- AppExchange integrations
- Salesforce says businesses can use native voice or telephony partner integrations available through AppExchange. · salesforce.com, 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, 15 Oct 2026
- Cloud delivery
- Independent testing describes Salesforce CRM as cloud hosted, with modules for sales, service, marketing and commerce. · techradar.com, 15 Oct 2026
- Company founded
- Salesforce was founded in 1999. · gartner.com, 15 Oct 2026
- Company headquarters
- Salesforce is headquartered in San Francisco, California. · linkedin.com, 15 Oct 2026
- Company legal name
- Crunchbase identifies the legal name as Salesforce, Inc. · crunchbase.com, 15 Oct 2026
- Company size
- LinkedIn lists Salesforce as a public company with 10,001+ employees. · linkedin.com, 15 Oct 2026
- Compliance
- Salesforce states Agentforce maintains SOC 2 Type II, ISO 27001, PCI DSS, HIPAA, IRAP and FedRAMP High attestations. · salesforce.com, 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, 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, 15 Oct 2026
- Documentation depth
- Salesforce provides product Help articles, setup guides, developer documentation, SDK references and testing documentation. · developer.salesforce.com, 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, 15 Oct 2026
- Founded
- 1999 · salesforce.com, 28 Sept 2026
- Free plan
- No · salesforce.com, 23 Sept 2026
- Headquarters
- San Francisco, California, United States · salesforce.com, 28 Sept 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, 15 Oct 2026
- Limit: complexity
- Independent reviewers repeatedly report steep learning curves, complicated setup and difficult administration when workflows and customizations grow. · g2.com, 15 Oct 2026
- Limit: pricing
- Reviewers frequently describe Salesforce as expensive, with additional licenses or AI usage charges increasing total cost. · g2.com, 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, 15 Oct 2026
- Messaging context
- Customer context is preserved when interactions move between channels because channels and CRM data share one platform. · salesforce.com, 15 Oct 2026
- Mobile SDK
- The Agentforce Mobile SDK targets native iOS and Android apps, while Enhanced In-App Chat SDK supports human escalation with conversation context. · developer.salesforce.com, 15 Oct 2026
- Native telephony ownership
- Salesforce says its native offering owns the voice media stream and lets customers buy minutes and lease numbers directly from Salesforce. · help.salesforce.com, 15 Oct 2026
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