Customer Relationship Management
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Amazon Connect – A Significant Beneficiary to Product Announcements at AWS's re:Invent 2025Amazon Connect emerged as a significant beneficiary to product announcements at AWS’s re:Invent 2025 conference. However, the solution’s architecture still straddles CCaaS... |
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Agentforce 360 – Marketing Ploy or Genuine Transformation?This technology note evaluates Salesforce’s Agentforce 360 launch, asking: Has the Salesforce platform changed beneath the marketing? What market dynamics have compelled... |
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Microsoft Ignite Signals Transformation for Dynamics 365 and Front-Office WorkersIgnite’s launch of Microsoft Foundry reshapes Dynamics 365’s front-office role; users are being shifted to a Copilot conversational interface supported by AI agents while... |
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Klaviyo Is the CRM for the Retail Store of the FutureKlaviyo is positioning itself as the go-to CRM for B2C retailers, helping brands deliver a seamless customer experience from start to finish. Its technology bridges... |
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NiCE Accelerates Toward an AI-Orchestrated Future for CXNiCE’s 2025 Analyst Summit marked a decisive shift toward AI orchestration in customer experience. The company’s momentum highlights not only innovation potential but also... |
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Zendesk AI Summit Introduces Resolution Platform and Voice AI AgentsZendesk’s virtual AI Summit introduced the Resolution Platform, next-generation Voice AI Agents (entering early access in January 2026), and new AI-driven modules developed... |
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Dialpad Expands Into Autonomous CX With Agentic AI Platform LaunchDialpad has launched an agentic AI platform, extending its unified communications capabilities into autonomous AI operations for customer experience. Dialpad’s phased... |
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Microsoft’s AI Tour Advances “Frontier” Vision of the EnterpriseThe Canadian leg of Microsoft’s AI Tour presented a “Copilot everywhere” strategy for “frontier firms.” While data sovereignty was a primary message, important... |
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Salesforce Introduces Next Gen Marketing Cloud for Improved EngagementIn 2025, Salesforce launched its Next Gen Marketing Cloud, debuting a new “agentic marketing” model in which autonomous AI agents independently build, personalize, and... |
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BluIP Positions AI-First Overlay and Agent-to-Agent (A2A) Communications Platform for Industry-Specific NeedsBluIP has repositioned into an AI-first communications provider with its AIVA Connect platform, integrating UCaaS, CCaaS, and AI automation. Focused on hospitality,... |
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