TLDR: Vonage, an Ericsson subsidiary, showcased groundbreaking AI-powered fraud detection and network API innovations at Dreamforce 2025. The company unveiled a new integration of its Contact Center with Vonage Network APIs for Salesforce Agentforce 360, designed to provide seamless, real-time customer verification and enhanced fraud protection, operating invisibly to the user. This initiative aims to transform customer experiences and bolster security in contact centers.
HOLMDEL, N.J. – Vonage, a subsidiary of Ericsson (NASDAQ: ERIC), made significant waves at Dreamforce 2025 by demonstrating its latest advancements in artificial intelligence and network innovations, developed in strategic partnership with Salesforce. The core of their presentation revolved around a breakthrough integration: the Vonage Contact Center seamlessly combined with Vonage Network APIs, specifically tailored for Salesforce Agentforce 360 users. This powerful software solution is engineered to leverage real-time network insights and sophisticated AI to facilitate automated customer verification and robust fraud protection, all while operating discreetly in the background without user intervention.
Among the key innovations highlighted was the Vonage Agentforce Identity Insights and Fraud Detection tool. This first-of-its-kind solution empowers contact center agents with real-time capabilities for fraud detection and customer verification, significantly enhancing security measures and streamlining the customer experience. According to Robin Gareiss, CEO of Metrigy, Vonage is directly addressing critical transformational areas for businesses through its Agentforce 360 integrations. Metrigy’s research indicates that 58% of companies are actively adding or improving deterministic AI agents, with 54% focusing on agentic agents. Furthermore, 43% of companies are prioritizing initiatives to prevent unauthorized individuals from accessing their contact centers, a challenge directly addressed by Vonage’s new offerings.
Neelam Sandhu, Chief Marketing Officer at Vonage, emphasized the company’s vision, stating, “Vonage is driving the future of business by transforming every digital interaction and enabling next-gen customer experiences.” This sentiment was echoed by Derek Top, Principal Analyst and Research Director with Opus Research, who noted, “Vonage sets a new standard for fraud assessment with real-time Identity Insights and Fraud Detection, a transformational solution that pre-empts fraud, strengthens customer trust, and improves the entire contact center experience.” Top also highlighted the growing importance of voice-enabled AI in contact centers, underscored by Vonage’s integration of Agentforce Voice.
Vonage’s commitment to innovation and its strong partnership with Salesforce were further recognized at the event, as the company received the Salesforce 2025 Partner Innovation Award for the third consecutive year. This award specifically acknowledged Vonage’s AI-driven voice capabilities integrated with Salesforce Voice. Vonage continues to hold the top rating among Salesforce partners on the AppExchange platform.
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Live demonstrations at Dreamforce showcased how Vonage’s AI-powered solutions are transforming various industries, from optimizing patient journeys to detecting financial fraud and enhancing overall customer engagement. Customers like Endress+Hauser, an industrial process measurement company, and Lennar, a home construction firm, participated in presentations, sharing their positive experiences with Vonage’s technology. Vonage’s comprehensive technology portfolio includes Network APIs, Communications Platform as a Service (CPaaS), Contact Center as a Service (CCaaS), and Unified Communications as a Service (UCaaS) solutions, all designed to empower enterprises and developers in the era of digital transformation.
