This week in CX has seen a double announcement from Salesforce, a fresh CRM release from Zoho, NICE, and a Dialpad promise of "pre-emptive" customer service.
Here are the extracts from some of our most popular news stories over the last seven days.
Salesforce Acquires Convergence.ai, Changes Its Pricing Model to Boost Agentforce
Salesforce continues to bet big on agentic AI, announcing the acquisition of Convergence.ai and advancements to its Agentforce pricing model.
The one-two agentic AI combo comes as Salesforce looks to build momentum around Agentforce, with the company considering new strategies to make its platform more desirable and accessible to its broader customer base.
Take the acquisition, for example, Convergence.ai specializes in building AI agents that handle complex, human-like tasks in digital environments.
The company’s tech allows AI agents to navigate dynamic interfaces and adapt in real time to challenges such as pop-ups and errors to complete multi-step workflows.
The vendor also has expertise in AI agent design, autonomous task execution, and adaptive system development, which Salesforce believes will help to create cutting-edge agents that are equipped to handle increasingly sophisticated workflows.
With the Convergence.ai deal not predicted to close until the second quarter of Salesforce’s fiscal year 2026, its new pricing model will roll out much faster (Read on...).
Zoho CRM for Everyone Is Now Generally Available, with New AI & Orchestration Features
Zoho CRM for Everyone is now generally available to global businesses.
The offering extends access to the CRM, so different departments can view customer data, collaborate, and launch shared workflows from a central platform.
Essentially, it creates a center point for customer operations.
The release led the announcements from this week’s Zohoholics USA 2025, with Zoho teasing the solution last year.
Zoho CRM for Everyone has two core features: Team Modules and Requestor Profiles.
The Team Modules allow departments to customize their own view of CRM data. They may also create alerts and run automations on that data.
Meanwhile, Requestor Profiles – accessible via the Team Module – allow one department to submit a request to another and track its progress.