Vonage, a part of Ericsson, has launched Vonage Conversations for Agentforce Advertising and marketing (previously Advertising and marketing Cloud), a brand new integration that brings two-way buyer messaging into Salesforce utilizing Vonage Communications APIs.
The corporate says the product embeds widespread channels, together with SMS, WhatsApp, and Wealthy Communication Companies (RCS), immediately into the Salesforce platform, aiming to assist enterprises join with clients “by way of their most popular channels.”
Vonage says the combination permits Agentforce Advertising and marketing customers to handle two-way conversations from a single interface and leverage buyer information already in Salesforce for extra personalised communications. It additionally positions the product as a option to streamline messaging workflows by mixing dwell brokers with “agentic AI,” which Vonage says permits “autonomous, always-on two-way conversations” and helps orchestrate “proactive, omni-channel buyer journeys.”
“In at the moment’s market, it’s not sufficient to only ship messages; companies should create significant connections throughout each buyer touchpoint,” stated Christophe Van de Weyer, President and Head of Enterprise Unit API for Vonage.
“With the combination of wealthy, two-way messaging channels like RCS, WhatsApp, and SMS into Agentforce Advertising and marketing, Vonage is bringing these messaging capabilities to enterprises around the globe. The mixing of our APIs with Salesforce Advertising and marketing Cloud means entrepreneurs can now create personalised, branded conversations that strengthen loyalty, drive enhanced engagement and ship distinctive buyer experiences at scale.”
Vonage provides that its AI-powered communications APIs can automate routine duties, analyze buyer information in actual time for insights, and assist constant messaging throughout channels “whereas adhering to regulatory compliance necessities throughout channels.” It additionally says the expertise is designed round “a single composer” meant to enhance engagement and conversions.
The seller can also be leaning into broader channel tendencies. It cites Juniper Analysis’s findings that “world RBM site visitors will attain 200 billion messages by 2029.”
Vonage additionally cites client adoption figures for WhatsApp in enterprise engagement, stating: “Globally, 57 % of customers depend on WhatsApp to interact with companies or service suppliers, surpassing SMS utilization in EMEA with a 59 % adoption price in comparison with SMS’s 46 %.”
Vonage says the launch is a part of its Vonage AI Hub and expands on Vonage Conversations for Salesforce, with the intention of unifying engagement throughout Agentforce Advertising and marketing, Gross sales, and Service by way of cross-cloud integration, whereas complementing Vonage Contact Heart for end-to-end experiences. The corporate says Vonage Conversations for Agentforce Advertising and marketing is now out there on Salesforce AppExchange.
What the Vonage and Salesforce Integration Indicators for the UC/CX Market
The Salesforce Vonage pairing is arguably much less about including one more channel and extra about relocating messaging into the operational core, the place journeys are constructed, buyer information dwell, and governance is meant to occur.
That route of journey displays a broader shift throughout UC, CCaaS, and CPaaS. Patrons are more and more skeptical of “omnichannel,” which requires brokers and entrepreneurs to swivel between consoles, or that shops retailer conversational context in programs that may’t simply be audited or linked to income and repair outcomes.
RCS is a helpful bellwether. Its promise is richer, extra branded, extra interactive enterprise messaging. Nevertheless, its adoption varies by area and service assist, which is why distributors are wanting to make it really feel like a local selection inside mainstream enterprise platforms moderately than a bespoke integration. Juniper Analysis forecasts that “world RBM site visitors will attain 200 billion messages by 2029,” a quantity that distributors will cite as proof that messaging is shifting up the enterprise agenda.
On the similar time, WhatsApp’s position in enterprise communications, particularly outdoors North America, continues to strain enterprise platforms to deal with conversational messaging as a first-class citizen moderately than a bolt-on. Vonage’s cited figures level in that route.
The aggressive query for the market is whether or not the subsequent wave of buyer engagement tooling is gained by channel breadth, by AI, or by one thing extra prosaic, reminiscent of deeper integration with the platforms enterprises already standardize on. Vonage is clearly betting on the latter.
What the Vonage and Salesforce Replace Might Imply for IT and CX Leaders
For advertising operations groups, essentially the most sensible promise is velocity and decreased friction. If messaging consists, managed, and measured the place buyer information already sits, it turns into simpler to construct campaigns that behave extra like conversations and fewer like blasts, whereas holding escalation paths intact when clients reply in unpredictable methods.
For contact heart leaders and frontline groups, the worth hinges on continuity. Fewer damaged threads between marketing-driven outreach and service-driven decision, and fewer situations the place a buyer’s reply turns into a ticket with lacking context. In the perfect case, two-way messaging in Salesforce turns routine interactions into dealt with conversations moderately than inbound calls, pushing down cost-to-serve whereas bettering responsiveness, notably when a mix of automation and human escalation is appropriately designed.
For IT, safety, and compliance features, the combination raises the questions they at all times ask when a brand new buyer communication floor space seems. How is consent captured and enforced, how dialog information are retained and audited, how identification and entry controls work, and the way “agentic AI” is ruled in order that autonomous interactions stay accountable. The operational check might be whether or not the Salesforce Vonage method makes these controls simpler to implement, or merely relocates them into a brand new layer.
