Salesforce has announced My Service Journey, its first product discovery solution for customer service. Currently available in open beta, the tool helps users navigate the capabilities available in Service Cloud, ensuring contact centers understand everything available to them. The move is significant, as the product discovery experience across deep platforms – like Service Cloud ..read more

It’s been a busy week in the CX sector, with rumors of a NICE takeover of Playvox, Gamma’s acquisition of BrightCloud, and a court ruling on SAP’s sale of Qualtrics. Here are the extracts from some of our most popular news stories over the last seven days. Rumors Circulate Over a NICE Takeover of Playvox ..read more

Dialpad has released the latest version of its Ai Sales solution. Powered by the company’s LLM, DialpadGPT, the new enhancements will provide users with business-specific AI models for sales conversations, as well as AI-powered coaching tools for sales managers. The solution is supported by over six billion minutes of business conversations from meetings, phone calls ..read more

Last week, Salesforce announced a fully autonomous AI worker for customer service: the Einstein Service Agent. The autonomous agent leverages generative AI (GenAI) to handle digital customer queries of varying complexities without the need to pre-program responses. To do so, contact centers must connect the Service Agent to their trusted knowledge bases, data stores, and ..read more

A teenager from Walsall has been arrested for being an alleged member of the cyber hacking group that targeted Twilio, LastPass, and Mailchimp. The unnamed 17-year-old is accused of being a member of the infamous Scattered Spider ransomware gang, and has been arrested on charges of blackmail and offenses under the Computer Misuse Act. The arrest was coordinated between the U.K. National Crime Agency (NCA) and the U.S. Federal Bureau of Investigation (FBI), who described it as “part of a global investigation into a large-scale cyber hacking community.” A Previous Arrest The latest arrest follow ..read more

The next generation of Five9 for Service Cloud Voice BYOT (Bring Your Own Telephony) is here. With it comes the capability to infuse Salesforce Einstein AI across the integrated offering. As such, Five9 customers can utilize Einstein AI within the agent desktop experience, quality assurance (QA), reporting, and beyond. In line with the move – announced at CCW 2024 – Five9 has become the first CCaaS vendor to achieve Summit status with Salesforce. That status ensures a tight partnership, which includes joint strategy sessions and roadmap creation. That’s a big win for Five9, as it shares 1,200 ..read more

This week, we see the latest installment of the Google/HubSpot saga, a bold Salesforce claim, legal issues for a Talkdesk customer, and a “GenAI Playground” from Kore.ai. Here are the extracts from some of our most popular news stories over the last seven days. Sources: Google Parent Alphabet Gives Up on HubSpot Acquisition, Pursues Wiz Alphabet, Google’s parent company, has decided to drop its plans to acquire CRM giant HubSpot, according to Bloomberg and Reuters sources. The former publication, citing people with knowledge of the matter, noted that preliminary talks never reached the point o ..read more

Sinch has announced new AI capabilities for its CPaaS solution, with the launch of Sinch AI. Available within the Sinch Customer Communications Cloud, Sinch AI will provide businesses with advanced AI tools that the company claims will deliver “unparalleled, trustworthy conversational experiences.” The solution promises to enhance all major business functions. Marketing and support teams will benefit from generative writing tools and sophisticated bots, while developers and product managers will have access to advanced API tools that detect conversational nuances, such as sentiment and intenti ..read more

Salesforce has announced the Einstein Service Agent, the company’s first fully autonomous AI agent. Having been teased in an X post by CEO Marc Benioff earlier this month, the tech firm has now officially revealed its latest customer service solution. Currently in pilot and slated to be made generally available later this year, Salesforce claims that the Einstein Service Agent will make “conventional chatbots obsolete” due to its ability to understand and act upon customer inquiries outside the remit of pre-programmed scenarios. The company believes that this differentiates the solution from t ..read more

SugarCRM has announced fresh generative AI (GenAI) capabilities for its CRM platform. The Opportunity Summarization and Case Summarization features promise to provide sales and service users with superior customer intelligence, enhanced personalization, and boosted overall productivity. The one-two punch of SugarCRM’s latest tool utilizes the Opportunity Summarization to collect data from customer interactions and records, while the Case Summarization deploys GenAI to analyze customer interactions and extract key insights. In discussing the CRM vendor’s latest enhancement, Zac Sprackett – Chie ..read more