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Microsoft has launched Contact Center Intelligence, positioning it as an alternative for organizations that want to modernize service without committing to a lengthy CCaaS replacement. CX Today will be reporting from Microsoft Ignite in November to get under the hood of this announcement.
Salesforce has agreed to acquire Braze for $5.66B, adding real-time customer engagement to its CRM, data, AI, and content stack. But Constellation Research’s Liz Miller argues the deal is really about one missing piece: the execution engine that turns customer insight into action.
The UK’s PSTN switch-off is just 15 weeks away, but some businesses face earlier supplier deadlines and higher charges already. Contact centers need to track down forgotten call routes and connected devices, then test every replacement before a customer depends on it.
Salesforce’s planned acquisition of Braze joins deals for Sequence and Tiger Pistol in a significant week for revenue technology M&A. The transactions show vendors buying the data, decisioning, and workflow capabilities needed to respond to customer behavior and act on it in real time.
Zoom has unveiled a Unified Context Layer at Zoomtopia 2026, giving virtual and human agents a shared, real-time view of customer history. The move could reduce repeated explanations, while pushing Zoom further into the race to make AI agents genuinely useful.
Revolut, Lloyds, HSBC and a range of U.K. websites were hit as a Google Cloud power event disrupted London-based infrastructure. As customers struggled with payments and account access, the incident renewed questions over cloud resilience and supplier dependency.
Amperity, Treasure AI, and Adobe are giving customer engagement teams more capable AI agents to investigate signals, personalize journeys, and speed up decisions. The catch is that brands remain responsible when an automated next step is poorly timed, irrelevant, or simply wrong.
This week’s CAI news shows the market moving beyond dashboards and isolated automation. Salesforce, Accenture and Kustomer are investing in intelligence that connects customer signals to action, but fragmented data and weak governance remain major barriers for CX leaders.
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