Salesforce dominated the headlines this week, with the official launch of its Agentforce platform.
Elsewhere, there were more CCaaS wins for Microsoft, a HubSpot acquisition, and a GenAI release from Pega.
Here are extracts from some of our most popular news stories over the past seven days.
Salesforce Goes Live with Agentforce, Promises to “Redefine What’s Possible In Business”
Salesforce has announced that its Agentforce platform is now generally available.
The platform allows businesses to scope, test, and deploy out-of-the-box autonomous AI Agents that augment their existing Salesforce workflows.
Moreover, with an embedded low-/no-code Agent Builder, brands can create custom AI Agents to action unique tasks and connect functions across the Salesforce ecosystem.
The CRM leader makes that process seem simple. “If you can describe the job, Agentforce can build the Agent for it,” it noted in a launch video.
Agentforce does so by taking a natural language description of the task, isolating relevant resources within the business’s Customer 360 environment, and – with this business understanding – developing an AI Agent prototype.
The AI Agent then auto-suggests knowledge, actions, and guardrails that will enable it to perform more effectively, allowing the CX team to optimize its performance (Read on...).
Microsoft Shares More CCaaS Wins, Reveals Growth In Copilot for CRM & ERP
Microsoft has secured numerous wins with international brands for its Dynamics 365 Contact Center.
Launched in July, the “copilot-first” CCaaS platform layers voice, unified routing, and workforce engagement management (WEM) over any CRM.
It also boasts several other noteworthy features, including pre-integrated copilots across digital channels to empower agents with generative AI (GenAI).
For Satya Nadella, CEO of Microsoft, that’s critical. When sharing examples of new CCaaS wins – which add to a customer base already including 1-800-Flowers, Mediterranean Shipping, and Synoptek – he stated: