Ribbon partners with Salesforce for AI contact center technology

Ribbon Communications Inc. (NASDAQ: RBBN) announced that Salesforce is partnering with the company to use its Session Border Controller Cloud Native edition and Policy and Routing Engine in the public cloud for Salesforce's Agentforce Contact Center offering.

The partnership involves Ribbon's cloud native containerized voice communication solution, which routes and secures voice calls to AI agents and human agents using Agentforce Contact Center. Ribbon Professional Services and Salesforce collaborated to deploy Ribbon software on multiple Amazon Web Services instances.

"Our ability to deliver this solution reflects years of work to fundamentally change how we build and deliver communications software," said Sam Bucci, executive vice president and chief operating officer at Ribbon. "Through Salesforce, customers can deploy new instances of our software in hours instead of months and gain greater resiliency."

The technology supports what the companies describe as an AI-first engagement model for contact centers. Ribbon's solution includes its SBC CNe and PSX products, which are designed to work in cloud environments.

Ribbon Communications is a provider of voice communications software, IP routing, and optical networking solutions to service providers, enterprises, and other sectors. The company is based in Plano, Texas.

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