Vonage, a wholly‑owned subsidiary of Telefonaktiebolaget LM Ericsson, announced on December 16 2025 that it has integrated its Contact Center platform with Salesforce’s Agentforce 360. The partnership combines Vonage’s AI‑powered voice solution with Salesforce’s AI‑driven agent platform, creating a single, AI‑powered platform that lets enterprises elevate customer experience across voice and digital channels.
The integration unifies voice and AI capabilities so that virtual agents can identify customer problems, automate resolution, and route cases to the appropriate human agent. By adding Salesforce’s intent‑based routing and fraud‑check features, Vonage expands its cloud‑software and services offering and positions itself to capture a larger share of the growing AI‑enabled contact‑center market, which is projected to reach USD 10.07 billion by 2032 from USD 2.41 billion in 2025.
This launch is a material product milestone for Ericsson’s Global Communications Platform business, adding a new revenue channel and reinforcing the company’s strategy to shift from hardware to high‑margin software and services. Ericsson’s Q3 2025 net sales were 56.2 billion SEK, down 9 % YoY, but the adjusted gross margin improved to 48.1 %, reflecting the company’s ongoing cost‑optimization and portfolio rationalization efforts that support higher long‑term margins.
Reggie Scales, President and Head of Applications for Vonage, said the integration “helps customers scale AI and automation while preserving the personalized touch that only a voice interaction can create.” Kishan Chetan, EVP & GM of Agentforce Service at Salesforce, added that the collaboration “simplifies operations, delights customers, and unlocks new levels of ROI” by combining Vonage’s Salesforce‑native solutions with Agentforce Voice.
Analysts noted the integration as a key driver of Ericsson’s strategic shift. SEB raised its price target for Ericsson on December 17, citing a “structurally stronger phase” driven by cost control and margin improvement, while CFRA had earlier increased its target to $11.00 from $8.00 in October, highlighting the company’s improved operational efficiency and confidence in its software‑services portfolio.
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