Contact centers have long been built on fragmented systems — CRM for customer data, separate platforms for calls and messaging, and AI layered on top.
But that model is starting to change.
In this episode of The Modern Customer Podcast, in partnership with Salesforce, Blake Morgan speaks with Gautam Vasudev, SVP of Agentforce Contact Center at Salesforce, about the rise of the agentic contact center — and how companies are beginning to unify AI agents, customer channels, and CRM data on one platform. #ad
One key idea: when AI agents and human agents share the same context, customers no longer have to repeat their problem multiple times they're transferred.
The conversation explores:
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Why contact centers have remained fragmented
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How AI and human agents can work together
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What shared customer context means for CX leaders
This episode is sponsored by Salesforce. Learn more about Agentforce Contact Center.
Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn
For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com
