From the top announcements at this year's Dreamforce event to a 15,000-seat CCaaS megadeal between Zoom and Oracle, here are extracts from some of this week’s most popular news stories.
Dreamforce 2025: The Top Announcements, ft. Agentforce 360, The New Slack, & Apromore Acquisition
This week, 50,000 people descended on San Francisco for one of the biggest events in the enterprise technology calendar: Dreamforce.
The 23rd annual conference was Salesforce’s chance to showcase its latest innovations, share success stories, and enable customers to network.
Below is a snapshot of some of the biggest revelations from the event:
- Agentic Enterprise Vision: Salesforce unveiled the “Agentic Enterprise,” where every employee works with an AI partner that autonomously handles tasks, creating a 24/7 intelligent and augmented workforce.
- Agentforce 360 Platform: The new Agentforce 360 Platform extends Salesforce beyond CRM, embedding AI agents across apps like Sales, Service, and Marketing to automate workflows across all departments.
- Slack as the Agentic OS: Slack becomes the central interface for agentic AI, enabling employees and AI to collaborate and act directly within Slack without switching apps.
- Acquisition of Apromore: Salesforce acquired process intelligence firm Apromore to give customers end-to-end workflow visibility and enable smarter, automated agent deployments.
- OpenAI Partnership: Salesforce and OpenAI expanded their collaboration, integrating GPT-5 and ChatGPT into Slack and Agentforce 360 to enhance AI-powered workflows and commerce.
You can find out more about all the major Dreamforce announcements here.
Zoom Announces 15,000-Seat CCaaS Megadeal with Oracle, Advances Broader Partnership
Zoom has confirmed that its contact center solution will be used to support Oracle’s customer service operations.
The 15,000-seat CCaaS megadeal will bring Zoom CX to Oracle’s global service agents.
Zoom first teased the deal back in February, reporting that the company had landed its largest-ever contact center deal, but has now confirmed that the unnamed Fortune 100 company mentioned at the time is Oracle.
The announcement is part of an expanded partnership between the two tech firms, which will see Zoom CX now available on Oracle Cloud Infrastructure (OCI).
The vendors believe that the collaboration between their solutions will allow enterprises to enhance customer engagement, boost workforce productivity, and advance business outcomes.
In discussing the availability of Zoom Contact Center on OCI, Chris Morrissey, General Manager of Zoom CX, claimed that the companies were “empowering organizations to unify customer interactions, employee workflows, and data into a single intelligent system.
The outcome is faster resolutions, stronger relationships, and measurable value at scale.
Christine Sarros, Senior Vice President of Enterprise Engineering at Oracle, also commented on the expanded partnership, stating that the combination of OCI and Zoom’s communications platform will “give enterprises a foundation for AI-driven engagement.” (Read more...).
Snapchat AI Spill Shows Why Chatbots Aren’t Ready to Run Customer Support Alone
A Cyber News experiment has once again exposed the cracks in an AI chatbot, this time Snapchat’s My AI, offering a stark reminder for companies rushing to put artificial intelligence in the customer experience driver’s seat.
