Observed Signal · Sep 15, 2026 · Partnership · Source: https://martechseries.com/feed/ · Impact: 4/5 · Sentiment: Positive
Bandwidth Expands Salesforce Collaboration for Global Native Contact Center Rollout
Bandwidth Inc., a global enterprise cloud communications company, announced an expansion of its collaboration with Salesforce as the first certified carrier to support the global rollout of Salesforce's native Contact Center. Following the North American debut in March, availability will extend to more than 25 countries across Europe, the UK, Australia and New Zealand this fall. Enterprises will connect via a bring-your-own-carrier (BYOC) model using Bandwidth's Maestro platform for intelligent communications orchestration. This integration provides granular control, real-time observability and infrastructure depth for AI-driven customer engagement. Bandwidth's Communications Cloud and Maestro aim to deliver a consistent deployment experience. The companies highlighted customer momentum and the need for trusted communications infrastructure to scale globally.
Major technical collaboration between Bandwidth and Salesforce for global contact center infrastructure, signaling AI-driven customer engagement expansion.
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Key Takeaways & Evidence Grounding
- Bandwidth is the first certified carrier to support the global rollout of Salesforce's native Contact Center.
- The expanded collaboration extends availability to over 25 countries across Europe, the UK, Australia and New Zealand this fall.
- Enterprises will use Bandwidth's Maestro platform via a bring-your-own-carrier (BYOC) model to connect to Salesforce's native Contact Center.
- Salesforce's AI-powered, CRM-native contact center debuted in North America in March.
- Bandwidth and Salesforce will co-present at Dreamforce 2026 in San Francisco.
Connected Companies & Entities
2 Entities mapped“...the first certified carrier to support the global rollout of Salesforce’s native Contact Center....”
“Bandwidth Inc., a leading global enterprise cloud communications company, announced an expansion of its collaboration with Salesforce......”
Ontology Mapping & Concepts
Related Market Signals & Shifts
Recent verified developments and strategic activity across this market segment.
Bandwidth Partners with Salesforce on Agentforce Contact Center
Bandwidth Inc. announced a partnership to provide voice and messaging infrastructure for Salesforce’s newly launched Agentforce Contact Center, a CRM-native, AI-driven contact center built directly into Salesforce CRM. Bandwidth says its owned Communications Cloud and Maestro orchestration software will supply the performance, global reach and reliability required for AI-powered, conversation-driven customer engagement tied to full customer-360 data. David Morken, Bandwidth’s Co‑Founder and CEO, is quoted expressing support for Salesforce’s shift toward CRM-native contact centers. The collaboration extends Bandwidth’s infrastructure role into Salesforce’s CRM-native engagement platform market and emphasizes voice as a primary interface in agentic AI customer interactions.
Bandwidth Launches 'Build' to Let AI Agents Provision Communications
Bandwidth Inc. announced Bandwidth Build, a new platform that enables AI agents and human developers to autonomously provision and launch communications services on the Bandwidth Communications Cloud. Build exposes self-serve interfaces (UI, API, CLI, SDKs) and allows authenticated AI agents to use Bandwidth’s MCP Server to securely access APIs, automate workflows, and deploy voice applications. The company is offering a trial that includes a pre-configured U.S. phone number, usage credits, and immediate access to Bandwidth’s Voice API. Built capabilities listed for AI-powered interactions include inbound/outbound calling, text-to-speech, transcription, recording, and conferencing. John Bell, Bandwidth’s Chief Product Officer, is quoted describing Build as extending production-grade voice infrastructure to agentic workflows and reducing friction between idea and working application.
Salesforce Unleashes AI Agents to Combat Telecom Churn
Salesforce introduced Agentforce for Communications, a set of telecom-specific AI agents built on the Agentforce 360 platform to turn routine customer interactions into revenue and retention opportunities. The agents connect to CRM, OSS and BSS systems to pull live customer, service and billing data and deliver contextual, natural-language responses and recommendations to teams in real time. The product ships with five prebuilt agents — Billing Resolution, SLO Insights, Quoting, Site Grouping and Guided Selling — each targeting common telecom operational problems such as billing disputes, service-level compliance, quote validity, multisite configuration and on-site upsells. Salesforce emphasizes telecom-specific training, data models and guardrails to address industry complexity and reduce churn while enabling closer integration across marketing, sales, service and field operations.
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