From a tech giant’s largest-ever acquisition to a CX stalwart’s plunge into bankruptcy, here are extracts from some of our most popular news stories over the past seven days.
ServiceNow Snaps Up Moveworks for $2.8BN, Bids to Be “the Market Leader” in CRM
ServiceNow has agreed to acquire Moveworks for $2.8BN, representing the largest deal in its history.
Moveworks provides companies – including Siemens, Toyota, and Unilever – with AI assistants to manage organization-wide requests from employees.
It is the second employee-facing virtual assistant provider that ServiceNow has rolled up in 2025 alone, following its CueIn acquisition.
In both cases, ServiceNow underlined its aim to drive agentic and generative AI adoption across the enterprise.
Yet, in an interview with CNBC, Bill McDermott, CEO of ServiceNow, also highlighted how the Moveworks acquisition will bolster his company’s bid for CRM ascendency.
In doing so, McDermott underlined how Moveworks’ AI assistants – emboldened by ServiceNow’s technology – will empower numerous front-office teams.
“We already own the middle and the back-office of these enterprises,” he said.
“But take CRM, for example – a category that we intend to be the market leader in, for sure.” (Continue reading…).
Mitel Confirms Chapter 11 Bankruptcy, Expects a “Swift” Exit
Mitel has officially filed for Chapter 11 bankruptcy, expecting a “swift” exit.
Chapter 11 bankruptcy enables organizations to stay running as they reorganize their debt loads and repay creditors.
Don’t confuse this with chapter seven bankruptcy: liquidation.
According to sources, Mitel has a debt of $235MN that will mature in December 2025.
The company’s bankruptcy plan, which – if approved by the courts – will enable it to pay that money back in two key ways.
First, by rapidly selling off some of its assets to capture approximately $135MN in funds.
Second, by securing financing worth $124.5MN. That will come from two sources: a $60MN commitment from debtor-in-possession (“DIP”) financing and another $64.5MN from new exit financing, should the court approve Mitel’s plan. (Continue reading…).
Google Refreshes Its Customer Engagement Suite, Adds a Console to Build AI Agents for Self-Service
Google has unveiled several advancements to its Customer Engagement Suite.
The suite houses its CCaaS offering – formerly the Google Contact Center AI Platform – alongside several conversational AI solutions.
Many of its core capabilities are evident in the graphic below.
Consider the top layer of this graphic. It features Conversational Agents, Agent Assist, and Conversational Insights.
These solutions support customers, service reps, and contact center agents, respectively.
As part of its latest release for the Customer Engagement Suite, Google has advanced each solution to improve the experience of each stakeholder. Here’s how. (Continue reading…)
Genesys & ServiceNow Go Live with Their Unified CCaaS-CRM Offering
Genesys and ServiceNow have teamed up to launch a unified CCaaS-CRM offering.
After teasing the “Unified Experience from Genesys and ServiceNow” last year, it’s now available on the Genesys AppFoundry Marketplace and ServiceNow Store.
The offering pulls solutions from Genesys Cloud CX into the ServiceNow Customer Service Management (CSM) platform.
As a result, service teams can work from one single workspace, centralize customer data, and deliver coordinated customer experiences.
With one unified platform, customers may also accelerate time to value and reduce the burden of managing two separate platforms.
Additionally, Olivier Jouve, Chief Product Officer at Genesys, noted on LinkedIn:
Bringing our platforms closer together will give our customers choice and flexibility as they work to elevate their customer and employee experiences.
Among the Genesys solutions that the offering brings to ServiceNow CSM are its native interaction controls, routing engine, and reporting tools.
The native interaction controls form part of a single desktop experience that combines customer data, automation, and AI into a “single pane of glass view” of the customer.
Unlike traditional open CTI integrations, this unified experience consolidates real-time data and enables agent-assist applications to support reps in the flow of their work. (Continue reading…).
