Vonage Deepens Native Contact Center with Salesforce's Agentforce Voice Integrations

Rhea-AI Summary

Vonage (NASDAQ: ERIC) announced on December 16, 2025 a Salesforce-native integration that embeds Agentforce Voice into Vonage Contact Center, combining Vonage voice, AI routing and Salesforce's Agentforce 360 to automate resolutions, surface knowledge, and escalate cases with context.

The solution extends to digital channels, outbound dialing, fraud detection via Vonage Network APIs, and is available on the Salesforce AppExchange; Vonage also won the Salesforce 2025 Partner Innovation Award for the third consecutive year.

Key Figures

Collaboration duration 15 years Length of Vonage–Salesforce collaboration mentioned in the release

Partner Innovation Awards 3 consecutive years Salesforce 2025 Partner Innovation Award streak for Vonage

Award year 2025 Salesforce Partner Innovation Award year cited for Vonage

Availability timing 24/7 AI-driven engagement across every channel via BYOC for CCaaS

Net sales SEK 56.2b Q3 2025 net sales from recent 6-K

Gross margin 47.6% Q3 2025 gross margin from recent 6-K

EBIT SEK 15.2b Q3 2025 EBIT with 26.9% margin from recent 6-K

Diluted EPS SEK 3.33 Q3 2025 EPS including SEK 1.72 from iconectiv divestment

Market Reality Check

$9.61 Last Close

Volume Volume 5,361,872 is below the 20-day average of 9,102,150 ahead of this announcement. low

Technical Shares trade above the 200-day MA of 8.41 with a pre-news price of 9.56.

Peers on Argus

ERIC was down 0.1% pre-news, with key peers like NOK (-0.96%), CIEN (-2.11%), UI (-2.56%) and ZBRA (-2.63%) also lower, while HPE rose 0.21%, suggesting a generally weak backdrop for communications hardware.

Historical Context

Date	Event	Sentiment	Move	Catalyst
Dec 04	Cloud marketplace launch	Positive	-1.6%	Vonage enterprise solutions launched in AWS Marketplace with multiple AI offerings.
Dec 03	Strategic partnership	Positive	+0.6%	Ericsson took minority stake in LotusFlare to accelerate Network API adoption.
Nov 20	Industry recognition	Positive	-0.3%	Vonage earned three Established Leader recognitions for its API offerings.
Nov 20	Industry report	Positive	-0.3%	Ericsson Mobility Report highlighted long-term 5G, FWA and 6G growth forecasts.
Nov 17	Product launch	Positive	-0.9%	Vonage launched fraud prevention Network APIs across all major U.S. carriers.

Pattern Detected

Recent positive ecosystem and API announcements often saw flat-to-negative next-day price reactions.

Recent Company History

Over the past month, Ericsson/Vonage issued several ecosystem-focused updates. On Nov 17, Vonage launched fraud prevention Network APIs across major U.S. carriers, followed by a Juniper Research triple recognition on Nov 20. Ericsson’s November Mobility Report outlined long-term 5G and 6G growth. In early December, Ericsson announced a LotusFlare partnership and Vonage expanded distribution via AWS Marketplace. This Salesforce Agentforce Voice integration continues the strategy of deepening AI and network-API driven enterprise offerings.

Market Pulse Summary

This announcement extends Vonage’s long-standing Salesforce collaboration by natively integrating Vonage Contact Center with Salesforce’s Agentforce Voice to deliver AI-powered voice and automation across channels. It reinforces a broader push into Network APIs, CCaaS and UCaaS highlighted in recent filings and awards. Investors may watch for evidence of enterprise adoption, usage of Agentforce-based workflows, and how these integrations complement earlier launches in fraud prevention, APIs and cloud marketplaces.

Key Terms

contact center-as-a-service (ccaas) technical

"via Bring Your Own Channel (BYOC) for Contact Center-as-a-Service (CCaaS), expands AI-driven"

A cloud-based service that supplies the software and infrastructure companies use to handle customer contacts—phone calls, chat, email, text and automated bots—on a subscription basis instead of owning and running the equipment themselves. It matters to investors because it turns a large, upfront cost into predictable recurring revenue and lets businesses scale and update customer support quickly; think of it as renting a fully furnished storefront for customer service rather than buying the building.

network apis technical

"businesses can embed Vonage's Network APIs into Salesforce, bringing fraud detection"

Network APIs are tools that allow different software systems to communicate and share information over the internet. They act like digital bridges, enabling applications to access data or services from other systems seamlessly. For investors, network APIs are essential because they facilitate real-time data exchange and integration, helping automate processes and make informed decisions quickly.

cpaas technical

"technology portfolio includes Network APIs, CPaaS, CCaaS, and UCaaS solutions."

A Communications Platform as a Service (CPaaS) is a cloud-based toolkit that lets companies add voice calls, text messages, video and chat features to their apps or websites without building the underlying phone or messaging systems. Think of it as a plug-and-play communications engine developers drop into software. Investors watch CPaaS because it often produces usage-based and recurring revenue, can scale quickly with customer communication needs, and benefits from trends like remote work and digital customer service.

ccaas technical

"technology portfolio includes Network APIs, CPaaS, CCaaS, and UCaaS solutions."

Contact Center as a Service (CCaaS) is a cloud-based platform companies rent to handle customer calls, chats, emails and support tools instead of building and running their own systems. For investors it matters because CCaaS shifts costs from big upfront investments to predictable subscription fees, often creating steady recurring revenue, easier scaling and faster rollout of new features—advantages that can improve margins, growth potential and customer retention.

ucaas technical

"technology portfolio includes Network APIs, CPaaS, CCaaS, and UCaaS solutions."

Unified Communications as a Service (UCaaS) is a cloud-based bundle of business communication tools — such as phone calling, video meetings, messaging, and voicemail — delivered over the internet instead of on-site hardware. For investors, UCaaS matters because it shifts companies from buying and maintaining equipment to paying recurring subscription fees, creating predictable revenue for providers and signaling how widely businesses are adopting flexible, remote-ready communications, which can affect growth and valuation.

agentic ai technical

""Agentic AI is redefining the way today's enterprises do business and, with the integration"

Agentic AI refers to computer systems that can make their own decisions and take actions without needing someone to tell them what to do each time. It's like giving a robot a degree of independence to solve problems or achieve goals on its own, which matters because it could change how we work and interact with technology in everyday life.

AI-generated analysis. Not financial advice.

Vonage's AI-powered voice solution for virtual and human agents brings next-gen intelligence to customer engagement to elevate the customer experience

HOLMDEL, N.J., Dec. 16, 2025 /PRNewswire/ -- Vonage, a part of Ericsson (NASDAQ: ERIC), today announced a new integration between Vonage Contact Center and Salesforce's Agentforce 360, giving enterprises a single AI-powered platform to elevate the customer experience. Vonage for Salesforce Voice is now integrated with Agentforce Voice, Salesforce's voice-powered AI agent, unifying voice and AI to transform contact centers into personalized, scalable customer engagement platforms.

Vonage Contact Center + Salesforce Voice and Agentforce Voice = AI-Powered Personalization at Scale

Voice is a critical channel for creating meaningful customer connections, especially for high-value or emotionally-charged interactions. AI-powered voice capabilities give contact centers the flexibility to scale agents to every conversation. The solution acts as an enhanced virtual agent, to identify customer problems, automate resolution, and escalate relevant cases to the right expert with full context. Vonage's intelligent, skills-based routing ensures the right outcome at every touchpoint - from automating fraud checks, to escalating sensitive cases to a human agent, and steering inbound sales calls to the right team.

"Businesses no longer need to choose between efficiency and empathy," said Reggie Scales, President and Head of Applications for Vonage. "With Vonage's Salesforce-native contact center solutions integrated with Salesforce's AI-powered voice capabilities, we are helping customers to scale AI and automation while preserving the personalized touch that only a voice interaction can create."

"Salesforce is delivering a new way of working for today's customer-facing teams," said Kishan Chetan, EVP & GM, Agentforce Service at Salesforce. "By combining Vonage Contact Center's Salesforce-native solutions with Agentforce Voice, Vonage is building on its Salesforce integrations with AI agents and humans working together to uncover new capabilities for enterprises to turn every engagement into a growth opportunity - simplifying operations, delighting customers, and unlocking new levels of ROI."

"Agentic AI is redefining the way today's enterprises do business and, with the integration of Agentforce Voice into cloud-based solutions like Vonage's contact center offering, this marks a major shift in how businesses today will connect with their customers," said Jim Lundy, CEO and Lead Analyst of Aragon Research. "Delivering new levels of efficiency for agents, and unprecedented real-time engagement, this new integration will transform customer service from transactional, bot-driven interactions to dynamic, seamless, and outcome-driven connections."

Extending Agentforce Further with Vonage

The integration of Salesforce's AI-powered voice capabilities with Vonage's contact center solution is a natural extension of a deep, 15 year-collaboration with Salesforce, which has created a single engagement platform to streamline support, service, and sales, leveraging customers' existing tech stack investments for a variety of use cases:

• Extend to the experts: Integration with solutions like Microsoft Teams integration with additional Salesforce-native Unified Communications solutions such as Vonage Business Communications (VBC) brings back-office experts and field teams into Salesforce. The Agentforce 360 platform surfaces knowledge to frontline agents, automating increasingly complex tasks.
• Extend to every channel: Salesforce-native digital channels with Vonage, via Bring Your Own Channel (BYOC) for Contact Center-as-a-Service (CCaaS), expands AI-driven customer service by automating engagement 24/7 across every channel.
• Extend to sales: Salesforce-native outbound dialer with Vonage accelerates pipeline by connecting reps to the best leads, faster. Agentforce's Lead Nurturing agent automates prospecting, call logging, and follow-ups, while Agentforce's Sales Coach delivers real-time talk tracks and performance analytics.
• Extend to every workflow: With Vonage Agentforce Identity Insights and Fraud Detection, businesses can embed Vonage's Network APIs into Salesforce, bringing fraud detection, enhanced customer verification and additional insights, into workflows and agent interactions. This was announced at Dreamforce 2025 as a way for contact center agents leveraging Vonage's network APIs and Salesforce AI to invisibly detect fraud risks and verify customers, and intelligently determine effective communications channels in real time.

Vonage was also recently recognized with the Salesforce 2025 Partner Innovation Award for the third consecutive year for its AI-driven voice capabilities integrated with Salesforce Voice and Agentforce Voice. Combined with its status as the top-rated Salesforce partner on the AppExchange, the leading enterprise marketplace for partner applications, these achievements underscore Vonage's longstanding ecosystem partnership with Salesforce and deep integration between the companies' leading technologies.

More information

Vonage Premier for Salesforce Voice with Agentforce Voice integration is now available on the Salesforce Appexchange. Visit us at the Vonage booth at Agentforce World Tour: Chicago for a demo of these capabilities and to meet one of our experts.

About Vonage

Vonage, a part of Ericsson, creates technology that empowers enterprises and equips developers to lead in the next era of digital transformation. Its AI-powered platforms and tools enable new value creation and innovative customer experiences across mobile networks and the cloud.

The company's technology portfolio includes Network APIs, CPaaS, CCaaS, and UCaaS solutions. Trusted by enterprises across industries and embraced by developers around the world, Vonage is committed to reimagining every digital interaction.

Vonage is a wholly-owned subsidiary of Ericsson (NASDAQ: ERIC) and operates within Ericsson Group Business Area Global Communications Platform (BGCP). For more information visit www.vonage.com and follow @Vonage.

Copyright © 2025 Vonage. All rights reserved. VONAGE®, the V logo, and other Vonage marks are registered trademarks of Vonage or its affiliates in the United States and other countries.

Contact: press@vonage.com

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SOURCE Vonage

FAQ

What did Vonage announce about Salesforce Agentforce Voice on December 16, 2025 for ERIC?

Vonage announced a Salesforce-native integration of Agentforce Voice into Vonage Contact Center to unify AI voice, routing, and agent workflows.

Is Vonage's Agentforce Voice integration available now and where can investors find it?

Yes; Vonage Premier for Salesforce Voice with Agentforce Voice integration is available on the Salesforce AppExchange.

How does the Vonage and Agentforce Voice integration affect contact center capabilities for ERIC customers?

It adds AI-powered voice automation, skills-based routing, knowledge surfacing, outbound dialing, and fraud detection via Vonage Network APIs.

Will Vonage demo the Agentforce Voice integration and where can investors see it?

Vonage will demo the capabilities at the Agentforce World Tour: Chicago at its booth.

Does this announcement reflect an ongoing partnership between Vonage and Salesforce for ERIC?

Yes; the release cites a deep, 15-year collaboration and highlights recent recognition as a Salesforce 2025 Partner Innovation Award winner.

What business use cases does Vonage cite for the Agentforce Voice integration?

Use cases include automated fraud checks and verification, escalations to experts, 24/7 multi-channel engagement, outbound lead dialing, and sales coaching.