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.
The function allows not only customer-facing teams, but others – like HR, legal, and product – to collaborate on shared deliverables, without losing sight of the customer (Read on…).
NICE Lands $100MN+ Deal with Europe’s Largest Contact Center
NICE has secured one of its largest-ever contact center deals.
The $100MN agreement will see the company’s CCaaS platform – NICE CXone Mpower – deployed across the biggest contact center in Europe.
The news was announced during the company’s Q1 2025 earnings call, during which Scott Russell, CEO of NICE, shared more insights into the deal.
“We secured a landmark agreement with a major European government agency home to the largest customer service operation in Europe, representing a total contract value exceeding $100 million,” he said.
This marks the second nine-figure government agency deal we’ve closed in less than a year, underscoring the scalability and strength of CXone Mpower, empowering mission-critical customer service at scale.
Russell also explained that NICE had replaced a long-time incumbent and beat multiple direct competitors to win the contract, which he sees as “a clear testament to the differentiated value our platform delivers.”
The previous deal the CEO referenced was worth a whopping $ 578MN, with the southern hemisphere’s largest contact center (Read on…).
Dialpad Teases an Agentic AI Platform for Pre-Emptive Customer Service
Dialpad has unveiled its agentic AI vision, centering on pre-emptive customer service.
Don’t worry. AI can’t see the future, not yet anyway.
Instead, Dialpad’s vision is to bolster its contact center platform by leveraging AI agents to proactively identify and resolve customer issues before they notice something has gone wrong.
In practical terms, this involves connecting with enterprise systems, assessing and tracing signals within these systems that could impact the customer, and creating workflows that address the issues before the customer even becomes aware of them.
These workflows act as a framework for AI agents, allowing them to autonomously isolate the issue, act, and then communicate what happened after the fact.
In discussing the news, Craig Walker, Founder and CEO of Dialpad, explained how the latest iteration of the company’s platform was a testament to its commitment to pursuing AI innovation.
Our platform’s unique ability to coach agents in real time is just the beginning, and we will always keep pushing the boundaries further.
Dialpad plans to release an “Agentic Ai Platform” in the fall of 2025 to bring these capabilities to its customers (Read on…).
