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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.
CRM vendors are connecting customer data to AI-driven sales, marketing and analytics while addressing spending and governance. This week’s updates include HubSpot’s pricing changes, Salesforce Hunter’s Demandbase partnership and Adobe’s customer journey analytics features.
Deflection, containment, and shorter calls can make a contact center look more efficient. But if customers have to call back, switch channels, or give up, Natalie Beckerman argues that businesses have not removed effort. They have simply moved it somewhere else.
Harmony has launched as a new voice AI platform to help sales teams follow up with leads, qualify opportunities, and manage customer conversations at scale. Head of Harmony, Vitali Margolin, explains why the company is betting on specialized models rather than general-purpose AI.
This week’s WFM roundup examines how 8x8 customers are moving beyond spreadsheet planning, why Intradiem is connecting live intelligence to real-time action, and how Staffordshire Police is using Totalmobile to create a more joined-up approach to workforce rostering.
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