Agentforce Voice Alternatives in 2026: What a Call Actually Costs

Documented research from vendor pricing pages and documentation, read and dated in the text. Not a hands-on evaluation. No product was tested for this article.

The short version

Salesforce publishes a great deal about what Agentforce Voice costs and almost nothing about what a call costs. Those are different questions. The published unit is a voice action at 30 Flex Credits, and Flex Credits sell at $500 per 100,000, so a voice action is $0.15. What Salesforce does not publish is how many actions a phone call consumes, which is the only number that turns $0.15 into a budget.

The second thing worth knowing before you shortlist: Agentforce Voice is not a standalone phone product. It runs on Salesforce Voice underneath, which means an Amazon Connect instance, an AWS account, single sign-on, Omni-Channel and number porting measured in weeks.

If you already run Service Cloud, neither of those is a reason to look elsewhere. If you do not, they are most of the decision.

What Salesforce actually publishes

All figures read from Salesforce's own pricing page on 29 September 2026.

Regional pricing is published too, including £400 per 100,000 credits.

Credit for where it is due: this is more disclosure than most of this market manages. Salesforce publishes a rate card, and its own help documentation states the standard action at $0.10, which independently confirms the $0.005 per credit arithmetic. Very few competitors publish anything at all.

The number that is missing, and why it decides everything

A voice action is $0.15. A phone call is made of some number of voice actions. Salesforce does not publish that number, so the arithmetic stops one step short of the answer you need.

Here is the comparison that makes the gap concrete. Brilo publishes per-minute pricing: $149 a month for 600 minutes with overage at 16 cents, or $499 for 2,500 minutes at 14 cents. So:

One Agentforce voice action costs roughly what one minute of Brilo overage costs. $0.15 against $0.16.

Which means Agentforce Voice is cheaper per call only if a call consumes fewer actions than it lasts minutes. A four minute call has to come in under four voice actions to win on price. Whether it does is the number nobody publishes.

That is not an accusation of overpricing. It might well come in under. The point is that you cannot tell from the outside, and you will not be able to model it until you are already in a pilot.

There is one published figure that does sit at the level of a call: $2 per conversation. If a conversation is roughly a call, then against a four minute Brilo call at 16 cents a minute, which is $0.64, Agentforce is about three times the price. Treat that comparison carefully, because Salesforce does not define a conversation as a phone call on the pricing page, and it may well be the unit for chat rather than voice. It is quoted here because it is published, not because it is settled.

Did you know

Salesforce's own Agentforce 1 Edition is listed at from $550 per user per month and bundles 2.5 million Flex Credits annually per org. At $0.005 a credit that is $12,500 of credits, and at 30 credits per voice action it is about 83,000 voice actions a year across the whole organisation. If your contact centre handles more calls than that, and most do, the bundled credits are a starting allowance rather than a ceiling.

Agentforce Voice is not a phone system. It sits on one.

This is the part that surprises buyers who arrive expecting to compare two phone products.

Agentforce Voice requires Salesforce Voice working underneath it. Per Salesforce's own setup documentation, standing that up involves creating a custom domain and a single sign-on URL, enabling Omni-Channel, and connecting telephony through Amazon Connect. Salesforce creates an Amazon Web Services account for your Amazon Connect instance as part of turning it on, which requires a unique root email address and confirmation of your company's tax registration number for the AWS subaccount. You also have to decide whether to raise your Amazon service quotas.

Then there is the phone number itself. Salesforce's documentation is blunt that porting "is highly regulated, can't be rushed, and requires making a porting request with your telephony provider many weeks in advance."

A note on how this was read. help.salesforce.com is a JavaScript application that does not render for automated readers, and its PDF documentation now redirects back into it. These setup requirements come from Salesforce's own help articles as surfaced in search results on 29 September 2026, not from pages read directly end to end. They are consistent across several of those articles, and they are on this page's re-check list. The pricing figures above, by contrast, were read directly from the live pricing page.

Set that against Brilo's own positioning on its homepage, "Set up AI phone call agents for businesses of any size in minutes." Those are not two versions of the same onboarding. They are different orders of project.

Where Agentforce Voice is genuinely the right answer

It would be dishonest to run the argument above and not say this clearly.

If you already run Service Cloud, the integration is the product. An agent that can read the case, the account, the entitlement and the order history without an integration layer, and write back to the same records, is doing something a standalone voice vendor cannot match by bolting on an API. Every alternative on this page has to rebuild that context, and rebuilt context is always a step behind.

If you are already paying for Salesforce Voice, the incremental cost of Agentforce Voice is the credits, not the platform. Most of the setup burden described above is sunk cost you have already paid.

If your procurement prefers one vendor, that is a real commercial preference and Salesforce answers it.

The case against Agentforce Voice is narrower than "it is expensive". It is that a buyer who is not already inside Salesforce pays the platform cost and the implementation cost to get to the starting line, and cannot forecast the running cost from published figures.

The alternatives, and what each one actually is

Brilo AI. Published per-minute pricing, $149 for 600 minutes and $499 for 2,500, overage at 16 and 14 cents, and a free tier of 10 minutes for trying it. Setup measured in minutes rather than weeks. The honest limit. Brilo is not a CRM and has no native Salesforce agent actions, so a Service Cloud shop gives up context it would otherwise get for free, and rebuilding that context through an API is always a step behind reading it natively. On outbound, note that Brilo's marketing site undersells the product: the homepage leads on inbound, "Handles every inbound call, 24/7", but Brilo's help centre documents outbound calling explicitly, including autodial and progressive dialling, CRM context passing over webhooks, and warm handoff to a human mid-call (article 14270797, read 29 September 2026).

Amazon Connect. The telephony layer Agentforce Voice itself runs on, available directly at $0.038 per voice minute with, in AWS's own words, "no seat-based licensing requirements". Read on 29 September 2026. Note the footnote on that same page, "standard telephony rates apply", so $0.038 is the platform and not your phone bill. If you are technical enough to build on it, you are buying the same foundation without the layer above.

Genesys and Five9. Established CCaaS platforms with their own AI layers, priced per seat. Relevant if you are replacing a contact centre rather than adding an agent to one.

Read every one of these prices on the day you shortlist. This market changes its pricing faster than anyone updates their comparison pages.

Common mistakes

Comparing $0.15 to a per-minute rate as though the units match. They do not. One is per action, the other per minute, and the conversion factor is unpublished.

Budgeting from the bundled credits. 2.5M credits sounds enormous and is about 83,000 voice actions a year across an entire org.

Treating Agentforce Voice as a phone system you can switch on. It needs Salesforce Voice, an Amazon Connect instance and an AWS account underneath it.

Forgetting the porting clock. Salesforce says weeks. That lands on your go-live date regardless of which AI you pick.

Pro tips

Ask your Salesforce account executive one question in writing: how many voice actions does an average call of N minutes consume in deployments like ours? If the answer is that it depends, ask for the range from existing customers. That single number converts every published figure on this page into a budget.

Ask whether your existing Service Cloud Voice licences already cover the telephony leg, because if they do, most of the setup objection here does not apply to you.

Price the pilot, not the platform. The published per-user figures are the smaller half of the first year.

The bottom line

Salesforce publishes more about Agentforce Voice pricing than most of this market publishes about anything, and still does not publish the one number that produces a cost per call. At $0.15 per voice action, it beats Brilo's 16 cents a minute only if your calls consume fewer actions than they run minutes, and nobody outside a pilot knows whether they do.

If you are already a Service Cloud shop, the CRM context is worth real money and Agentforce Voice is very likely the right answer. If you are not, you are buying a platform, an AWS account and a porting project in order to buy an AI agent, and the alternatives start answering calls this week.

FAQ

How much does Agentforce Voice cost?

Salesforce prices it in Flex Credits. A voice action is 30 credits and credits sell at $500 per 100,000, so a voice action is $0.15. Standard non-voice actions are 20 credits, or $0.10. Salesforce also publishes a $2 per conversation figure and per-user editions from $125 to $550 a month. All read from Salesforce's pricing page on 29 September 2026.

What does a single call cost with Agentforce Voice?

Salesforce does not publish this. A call consumes an unstated number of voice actions at $0.15 each, so the published rate card cannot be converted into a cost per call without asking Salesforce how many actions a typical call uses.

Does Agentforce Voice need Service Cloud Voice?

Agentforce Voice runs on Salesforce Voice underneath, which is set up with telephony through Amazon Connect. Salesforce's setup documentation describes creating an AWS account and Amazon Connect instance, a custom domain and single sign-on, and enabling Omni-Channel. Confirm your own prerequisites with Salesforce, since these were read from help articles via search rather than directly.

How long does Agentforce Voice take to set up?

Salesforce does not publish a total, but its own documentation says phone number porting "can't be rushed" and needs a request to your telephony provider "many weeks in advance", which sets a floor if you are moving existing numbers.

What is the cheapest Agentforce Voice alternative?

On published prices, Amazon Connect at $0.038 per voice minute has no per-seat cost and is the same telephony layer Agentforce Voice runs on. Among AI phone agents with published pricing, Brilo lists $149 a month for 600 minutes and $499 for 2,500, with overage at 16 and 14 cents.

Should I use Agentforce Voice if I already use Salesforce?

Probably yes, and this page says so plainly. The CRM context an in-platform agent gets for free is the thing standalone vendors cannot match, and if you already run Salesforce Voice most of the setup cost is already paid.