Dreamforce 2025 marks a new era for Salesforce and its customers with the launch of Agentforce 360, the foundation of what Salesforce calls the Agentic Enterprise — a world where AI doesn’t replace people, it elevates them.
Agentforce 360 connects humans, AI agents, and trusted data on one platform, redefining how work gets done. From sales and service to operations and marketing, Salesforce’s next-generation AI platform allows every team to work with 24/7 intelligence — where service never sleeps, sales never miss a lead, and every employee has an AI partner.
And among the most anticipated announcements was Agentforce Voice — bringing conversational AI to the most human channel of all: telephony.
At Natterbox, we’re excited by this evolution of their Agentforce offering. For over 15 years, voice has been our foundation — helping organizations transform every customer call into an intelligent, connected conversation inside Salesforce. So when Salesforce announced the inclusion of voice in Agentforce, it resonated deeply with our mission: to make every interaction smarter, faster, and more human.
From IVR to IVA: The Future of AI-Powered Conversations
Voice has always been at the heart of customer service — and Salesforce reaffirms that 80% of customer interactions still happen over the phone. Agentforce Voice takes that human channel and gives it an intelligent upgrade, replacing outdated IVR systems with Interactive Voice Agents (IVAs) that can listen, reason, and act — in real time.
These AI-powered voice agents can:
- Understand intent and access Salesforce data instantly.
- Handle routine calls 24/7 with natural, conversational flow.
- Seamlessly escalate to human agents with full context and history.
It’s a shift from pressing buttons to having conversations — and it’s redefining what customer service feels like.
Natterbox: Launch Partner for Agentforce Voice
Natterbox is excited to be a Salesforce launch partner for Agentforce Voice, helping existing Service Cloud, Data Cloud, and Einstein 1 customers unlock the next evolution of AI-powered voice experiences inside Salesforce. And although Conversational AI isn’t new to us, we’re excited to extend our AI capabilities even further within the Salesforce ecosystem.
As experts in telephony, automation, and AI-driven voice, Natterbox helps organizations:
- Seamlessly implement Voice AI within existing contact center setups.
- Combine our proven voice capabilities with Salesforce’s AI models for complete context and seamless call handovers.
- Scale service efficiency by automating high-volume inquiries and empowering human agents with AI-prepared insights.
This collaboration reinforces Natterbox’s commitment to delivering human + AI service excellence — where technology enhances meaningful customer conversations.
Key Features of Agentforce Voice:
- Ultra-realistic and conversational voices representing your brand.
- Low-latency, real-time agentic reasoning, powered by leading ASR and LLM technologies.
- Instant deployment — build once, deploy across voice and digital channels.
- Native to Salesforce Service Cloud Voice, with no complex integrations required.
- Observability built-in — monitor, measure, and optimize agent performance through the new Agentforce Observability Console.
Continuous Improvement Through Agentforce Observability
Salesforce also introduced Agentforce Observability — the mission control for monitoring, optimizing, and improving AI agents.
This innovation enables teams to:
- Track agent performance, usage, and customer satisfaction.
- Gain actionable insights through Agent Analytics powered by Tableau Next.
- Continuously test, deploy, and refine agents with Agentforce Studio — ensuring every AI interaction stays on brand, compliant, and effective.
Natterbox will play a key role in helping organizations leverage observability tools alongside our native voice intelligence and analytics, closing the loop between conversation performance and business outcomes.
Who is Agentforce Voice For?
Agentforce Voice is built for Salesforce customers ready to embrace the Agentic Enterprise — particularly those leveraging Service Cloud, Data Cloud, and Einstein 1. These organizations want to expand AI across every interaction — digital and voice — while maintaining trust, governance, and full Salesforce integration.
By combining Data Cloud’s real-time context, Service Cloud’s service workflows, and Agentforce’s conversational intelligence, Agentforce Voice enables businesses to automate, personalize, and scale every voice interaction — all natively within Salesforce.
The Rise of the Agentic Enterprise
Salesforce underscores a major shift: the rise of the Agentic Enterprise, where every employee works with AI partners to deliver more impact, faster. With Agentforce 360, companies can now connect AI agents, humans, and data across one trusted platform — extending intelligence into every workflow, from Slack to Service Cloud to voice.
This evolution isn’t about replacing people; it’s about amplifying human potential. Natterbox shares that vision — empowering teams with AI that listens, learns, and acts, while giving people the time and insight to focus on what truly matters.
Looking Ahead
As Agentforce 360 expands globally, Natterbox is proud to stand at the forefront — helping Salesforce customers bring AI to voice, and voice to life.
Whether you’re adopting Agentforce Voice or beginning your AI journey independently, Natterbox provides the expertise, infrastructure, and flexibility to help you succeed — today and into the age of the Agentic Enterprise.
Looking to get started with AI agents for your contact center but not ready for Agentforce just yet? We can help you deploy intelligent, human + AI voice experiences that work today — and scale for tomorrow.