Dreamforce 25 - how PwC is using Agentforce to help customers re-think customer engagement

As Dreamforce 2025 swings into action, PwC took the opportunity to launch its Agentic AI-Powered contact center offering. It makes use of Salesforce’s Agentforce Service to integrate conversational AI, predictive ordering and unified customer data to create AI-first interactions.

As I was in San Francisco for Dreamforce, I popped into PwC’s offices there to speak with Patrick Pugh, the firm’s Global Alliance & Ecosystems Leader and Derek Santana, PwC’s US Salesforce Alliance Leader to find out more about the offering and PwC’s partnership with Salesforce.

Seeing through the technology fog to transform contact centers

PwC has had a strategic partnership with Salesforce for over a decade and saw the potential impact of working with Salesforce Agentforce around contact centre transformation. Working with Salesforce Product Leadership and the Agentforce Service team, PwC created its offering. Pugh explains;

The contact center space is ripe for transformation using ...