Salesforce has repositioned itself from a CRM platform into a customer experience engine through Agentforce Contact Center, a new offering that combines AI agents with human agents in a hybrid workforce model designed to handle contact centre operations at scale. This represents a significant strategic shift for Salesforce, moving beyond traditional CRM functionality to directly compete in the contact centre space where Zendesk and similar platforms operate. Organisations currently using Zendesk should evaluate whether Salesforce's integrated AI-plus-human approach offers competitive advantages over their existing stack, particularly regarding agent productivity, customer resolution times, and the ability to leverage existing Salesforce data within contact centre workflows.
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