It's been another busy week in the world of customer experience and service, with Salesforce announcing an acquisition, Five9 securing a megadeal, troubles at Dubber, and a new chapter in the Marc Benioff-Microsoft saga.
Here are the extracts from some of our most popular news stories over the last seven days.
Salesforce Set to Boost Voice Capabilities with Tenyx Takeover
Salesforce has confirmed that it has reached a definitive agreement to acquire Tenyx.
The deal, set to close in 2025, will see Salesforce integrate Tenyx’s Voice AI technology to enhance its existing offering.
This will include leveraging Tenyx’s service-use-case-specific features to improve Salesforce’s autonomous agent capabilities for its Agentforce Service Agent and Service Cloud, as well as helping to advance the vendor’s overall AI-driven solutions.
Salesforce believes that the addition of Tenyx’s innovations will allow the company to “set new standards” in customer experience, and enable users to provide a more “intuitive” and “seamless” customer service.
In a statement released by Salesforce, the company praised Tenyx’s AI capabilities:
Salesforce’s acquisition of Tenyx underscores its commitment to revolutionizing customer service through AI, reflecting its dedication to delivering next-generation customer service solutions.
The vendor also confirmed that as part of the deal Tenyx’s Co-Founders, CEO Itamar Arel and CTO Adam Earle, along with their team, will join Salesforce once the acquisition is finalized (Read on...).
NICE Is Part of a $578MN Megadeal to Transform the Southern Hemisphere’s Largest Contact Center
Services Australia has signed a $578MN deal with Optus to deploy a CCaaS solution and related connectivity services.
That CCaaS solution is the Optus Cloud Contact platform, powered by NICE CXone.
NICE CXone is a market-leading CCaaS platform, according to the latest Gartner Magic Quadrant and Forrester Wave reports into the market.
Optus Cloud Contact leverages numerous of CXone’s enterprise-grade capabilities, including its various channels, workforce engagement management (WEM), AI solutions, and more.
In implementing the platform, Services Australia will transition from its Telstra-based service, which currently handles over 55 million calls and one billion online transactions a year.
According to the government agency, those numbers make its contact center the Southern Hemisphere’s largest service operation.
Services Australia hopes to go live with the solution from the start of 2026 and will continue with its Telstra-based contact center platform until the end of the year. That will give Optus enough time to deploy and familiarize the team with its tech.
