Vonage Launches Identity Insights for Salesforce
- Asma Asad
- Dec 10
- 2 min read
In today’s contact centers, two forces define success: trust and experience.
Customers expect fast, personalized service, yet businesses must protect every interaction against growing digital fraud.
Vonage’s latest innovation, Vonage Identity Insights for Salesforce Agentforce, bridges that gap.
Built on Vonage Communications and Network APIs, this service lets contact center agents detect fraud risks, verify customers, and validate communication channels in real time—all within Salesforce workflows.
With Vonage Identity Insights, agents and AI can now work together more intelligently to improve outcomes, while customers enjoy smoother, faster, and more secure interactions.
Here’s what it delivers:
Fraud prevention, built in: Detect and flag numbers that have had recent or multiple SIM swaps, helping stop fraudulent activity before it happens.
Seamless verification: Automatically match caller IDs with CRM records to confirm identities—without slowing down service.
Smarter outreach: Validate number type (mobile, landline, VoIP) so teams can engage customers through the most effective channel—SMS, WhatsApp, or voice.
Better lead quality: Verify phone numbers at the moment of lead creation, ensuring clean data and reducing wasted effort.
Optimized engagement: Trigger notifications, reminders, and alerts only for verified numbers—increasing connection rates and cutting down failed outreach.
All of this happens natively inside Salesforce Agentforce, empowering agents to act on insights and prioritize the most valuable conversations.
By automating verification, Vonage helps agents spend less time on manual checks and more time on what truly matters—building trust and delivering great customer experiences.
As David Myron, Principal Analyst for Omdia, noted:
“CX and security are critical to every business’s success, and customers demand both. Vonage Identity Insights for Agentforce offers an automated verification process that’s invisible to the customer—a major breakthrough that lets businesses fight fraud while fostering loyalty.”
Reggie Scales, President and Head of Applications at Vonage, added:
“Fraud continues to challenge businesses in the digital age. With Vonage Identity Insights for Agentforce, we’re giving agents the power to combat these risks directly. Leveraging network intelligence at scale is the new frontier of fraud protection.”
This launch isn’t just about preventing fraud—it’s about empowering contact center agents with the intelligence and automation they need to deliver secure, personalized, and frictionless experiences.
Trust meets intelligence; security meets experience; automation meets human empathy.
That’s the power of Vonage Identity Insights for Salesforce Agentforce.
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