Bandwidth Expands Salesforce Partnership for Global Contact Center: What It Means for VoIP Carriers

September 19, 2026 | Telecom Carrier Forum

Bandwidth has expanded its collaboration with Salesforce to support the international rollout of Salesforce’s native, AI-powered Contact Center. The partnership will initially extend availability beyond North America into more than 25 countries across Europe, the United Kingdom, Australia and New Zealand, with additional markets expected to follow.

Bandwidth will serve as the first certified carrier supporting this broader rollout. The solution combines Bandwidth’s Communications Cloud with its Maestro communications-orchestration platform, allowing enterprises to connect Salesforce Contact Center through a Bring Your Own Carrier, or BYOC, model.

The development is relevant to the wholesale VoIP and telecom community because it demonstrates how CRM platforms, cloud contact centers, AI and carrier connectivity are increasingly becoming part of one integrated communications ecosystem.

How the Bandwidth–Salesforce Business Model Works

Traditionally, an enterprise contact center may use separate platforms for:

• Customer relationship management
• Agent management
• Call routing
• SIP connectivity
• PSTN access
• Call recording
• Analytics
• Customer support automation

Salesforce is bringing contact-center functionality closer to its CRM and AI environment. Bandwidth provides the underlying communications connectivity and carrier orchestration required to connect customers to the Salesforce Contact Center.

A simplified structure looks like this:

Enterprise customer → Salesforce Contact Center → Bandwidth Maestro → Carrier network/PSTN → End customer

Under the BYOC model, enterprises can use an approved carrier for voice connectivity instead of obtaining all telephony services directly from the contact-center platform.

Bandwidth’s Maestro platform is intended to help manage communications connectivity, routing, orchestration, and visibility across markets. This lets enterprises connect their existing voice infrastructure with Salesforce’s cloud-based contact-center environment.

Why This Matters to the VoIP Wholesale Market

The contact-center market is moving away from standalone PBX and traditional on-premises infrastructure toward cloud-based, API-enabled and AI-supported communications.

For wholesale carriers, this creates both opportunities and competitive pressure.

Contact centers require reliable voice termination, geographic coverage, local numbers, SIP connectivity, call routing, redundancy, and regulatory compliance. As more enterprises adopt cloud contact centers, demand for these services may increasingly be managed through large platforms and orchestration providers.

Instead of buying routes directly from multiple wholesalers, an enterprise may rely on a certified carrier ecosystem that manages connectivity through a single interface.

This could change how wholesale voice providers reach customers and how their services are packaged.

Potential Positive Impact on VoIP Carriers

1. Increased Demand for Cloud Contact-Center Connectivity

The international expansion of Salesforce Contact Center could create additional demand for:

• SIP trunking
• PSTN access
• International voice termination
• Local and national numbers
• Toll-free services
• Inbound and outbound calling
• Call routing and failover
• Call recording connectivity
• Voice-quality monitoring

Carriers that support contact-center traffic may benefit as more enterprises migrate from traditional systems to cloud-based platforms.

The opportunity is not limited to large operators. Regional carriers and specialized wholesale providers may also support specific countries, destinations or traffic types.

2. More Opportunities for BYOC Partnerships

BYOC allows enterprises to retain or select their preferred carrier while using a cloud contact-center platform.

This model can create opportunities for carriers that offer:

• Competitive international rates
• Stable CLI presentation
• Local regulatory compliance
• High ASR and ACD
• Low PDD
• Geographic redundancy
• Flexible SIP interconnection
• Scalable CPS and concurrent-call capacity

A carrier with strong local coverage may become valuable to a global contact-center deployment, particularly in markets where local numbering, caller-ID rules or termination requirements are complex.

3. Demand for Better Voice Quality and Resilience

AI-powered contact centers depend on consistent voice quality. Poor audio, high post-dial delay, jitter, packet loss or unstable routing can negatively affect customer interactions.

This may increase the importance of carrier-level performance indicators such as:

• ASR
• ACD
• PDD
• MOS
• Packet loss
• Jitter
• Latency
• Call completion by destination
• CLI delivery success

Wholesale carriers that can provide detailed reporting and route-level visibility may have an advantage when serving enterprise contact-center traffic.

4. New Services Beyond Basic Termination

The partnership may encourage wholesalers to expand their portfolios beyond basic A-Z voice termination.

Potential services include:

• Managed SIP trunking
• Contact-center voice bundles
• Geographic number provisioning
• Disaster-recovery routing
• Multi-carrier failover
• Fraud monitoring
• Call-quality analytics
• International enterprise voice
• CRM and CPaaS integrations

This creates a possible transition from selling minutes alone toward selling managed communications capability.

Potential Negative Impact on VoIP Carriers

1. Greater Platform Consolidation

Large platforms such as Salesforce can bring together CRM, AI, customer service, and communications workflows.

As more enterprise customers purchase voice services through integrated platforms, smaller carriers may have less direct access to the end customer.

The commercial relationship could increasingly become:

Enterprise → Platform or CPaaS provider → Certified carrier → Wholesale network

rather than:

Enterprise or contact-center provider → Independent wholesale carrier

This may make it more difficult for smaller wholesalers to control customer relationships or differentiate themselves solely through price.

2. Increased Pressure on Wholesale Margins

Large cloud platforms and certified carriers may have significant purchasing power.

They may negotiate volume-based agreements and require strict service-level commitments. This could place pressure on smaller carriers to provide competitive rates while also maintaining:

• High route quality
• 24/7 support
• Redundancy
• Regulatory compliance
• Detailed reporting
• Security controls
• Service-level guarantees

For wholesalers competing primarily on low price, the margin pressure could become more significant.

3. Higher Technical and Compliance Requirements

Enterprise contact-center traffic often requires more than simple SIP termination.

Carriers may need to support:

• Secure SIP connectivity
• Encryption
• Number portability
• Emergency-calling requirements where applicable
• Caller-ID authentication
• Data protection
• Call-recording requirements
• Traffic traceability
• Fraud prevention
• Local telecommunications regulations

A route that is acceptable for ordinary wholesale traffic may not be suitable for enterprise contact-center deployment.

Carriers that cannot provide documentation, monitoring and compliance assurances may be excluded from certain opportunities.

4. Reduced Visibility Into the End Customer

When traffic is delivered through a large orchestration platform, the underlying carrier may have limited visibility into the enterprise using the service.

This can create challenges involving:

• Customer ownership
• Traffic forecasting
• Billing transparency
• Fraud investigation
• Technical escalation
• Route optimization
• Direct account development

Wholesalers may need stronger partner agreements to clarify responsibilities for traffic quality, fraud, payment exposure, and technical support.

What This Means for Wholesale Route Providers

The expansion does not mean that independent wholesale carriers will become unnecessary. However, it may change what enterprise customers expect from them.

A route provider that only presents a rate sheet may have difficulty competing for sophisticated contact-center traffic.

A stronger proposition could include:

Connectivity + quality assurance + redundancy + compliance + monitoring + technical support

For example, a wholesale carrier supporting a global contact-center customer may need to explain:

• Which countries can be supported
• Whether local CLI is available
• What traffic types are permitted
• What CPS and concurrency levels are possible
• How failover is handled
• How voice quality is measured
• What fraud controls are in place
• How quickly incidents are escalated
• Whether direct SIP interconnection is available
• What reporting is provided after deployment

This type of information can be more valuable than a simple low-rate offer.

Could This Create Opportunities for CPaaS Providers?

Yes. CPaaS companies can potentially act as an integration layer between enterprises, CRM platforms and telecom networks.

A CPaaS provider may offer:

• APIs
• Voice application development
• SIP and PSTN connectivity
• Number management
• Call-control features
• SMS and messaging
• AI voice services
• Contact-center integration
• Analytics and reporting

The Salesforce–Bandwidth model shows how communications infrastructure can be embedded into a broader enterprise software environment.

For CPaaS providers, the opportunity may be to help enterprises connect existing carrier relationships with cloud contact-center platforms. For carriers, CPaaS companies may become distribution partners, technical integrators or sources of enterprise traffic.

At the same time, CPaaS providers may compete directly with traditional wholesalers by packaging connectivity, software and managed services together.

What Carriers Should Prepare For

VoIP carriers and wholesale providers interested in this market should consider several steps:

1. Improve route-level reporting
   Provide clear ASR, ACD, PDD, CLI, and call-quality information.
2. Build stronger redundancy
   Offer alternative routes, upstream diversity, and disaster-recovery options.
3. Document compliance procedures
   Maintain clear policies for caller ID, fraud prevention, traffic origin and customer verification.
4. Develop contact-center packages
   Combine SIP, numbers, termination, monitoring and support into one commercial offering.
5. Support technical integrations
   Be prepared to work with SBCs, SIP platforms, CPaaS providers, CRM systems and orchestration platforms.
6. Protect commercial relationships
   Define billing, fraud exposure, escalation procedures, service levels and customer ownership in partner agreements.
7. Differentiate through reliability
   Enterprise contact centers may value stable performance and operational transparency more than the lowest available rate.

The Bigger Industry Trend

The Bandwidth–Salesforce expansion reflects a broader transformation in telecom: voice connectivity is increasingly being delivered as part of a software, CRM, AI and customer-experience platform.

For enterprises, this can simplify deployment and create a more integrated contact-center environment.

For carriers, it creates new demand for reliable connectivity but also introduces stronger platform dependency, technical requirements and pricing pressure.

The wholesale voice market may therefore become more divided between commodity traffic and specialized enterprise communications.

Carriers that can provide dependable international connectivity, measurable quality, compliance support and flexible integration may be better positioned to participate in the evolving contact-center ecosystem.

The key question for the wholesale community is no longer only “How many minutes can we terminate?”

It is increasingly:

“What complete communications capability can we provide to the platforms and enterprises managing the next generation of customer interactions?”