Ribbon Integrates SBC CNe, PSX with Salesforce AI Contact Center on AWS, Cuts Deployments to Hours
Ribbon Communications is integrating its SBC CNe and PSX cloud-native solutions with Salesforce’s Agentforce Contact Center, deploying on AWS to enable voice routing to AI and human agents. This collaboration cuts deployment time to hours and enhances resilience, positioning Ribbon for expanded cloud-based service revenue.
1. Partnership with Salesforce
Ribbon Communications is combining its Session Border Controller Cloud Native edition (SBC CNe) and Policy and Routing Engine (PSX) with Salesforce’s Agentforce Contact Center in the public cloud. This collaboration leverages Ribbon’s containerized voice communication software to support an AI-first engagement model for contact centers.
2. Technical Deployment Details
Ribbon Professional Services and Salesforce deployed the software across multiple AWS instances, enabling voice calls to be routed and secured for both agentic AI and human agents. The implementation reduces deployment cycles from months to hours while delivering greater resiliency and scalability.
3. Strategic Implications for Ribbon
By embedding its cloud-native solutions in a leading AI contact center platform, Ribbon stands to increase recurring revenue from cloud services and capture a larger share of the enterprise voice communications market. This initiative aligns with Ribbon’s push into AIOps automation and agentic AI technologies, supporting its growth in autonomous network solutions.