The latest and greatest customer service and experience news from the last seven days has all been about CCW 2025.
With announcements from Salesforce, Zoom, Talkdesk, Five9, and more, the event continues to be one of the most significant in the CX calendar.
Here are the extracts from these popular news stories.
Salesforce Debuts Agentic Self-Service, Aims to “Revolutionize” Customer Portals
Salesforce has introduced agentic self-service at Customer Contact Week 2025.
Essentially, it’s a customer portal that integrates with Agentforce – Salesforce’s agentic AI platform – to enable a self-service experience that’s “smarter, faster, and more personalized than ever.”
Available within Service Cloud, agentic self-service chiefly provides real-time assistance on the company website, resolving queries and helping customers complete tasks.
Yet, there are a couple of additional nifty features. For instance, a Dynamic Search function transfers customer search context to Agentforce so the company can offer proactive support via the portal.
Additionally, there’s a Dynamic Conversations tool that enables a multi-modal self-service experience, with customers able to submit files and Agentforce analyzing them to increase the scope for automation. The capability also makes link uploads possible.
The opportunity to improve self-service experiences with such functionality is evident in a 2024 Gartner survey, which found that 86 percent of online self-service queries go unresolved (Read on…).
The New Zoom Virtual Agent Is Here, and Now It’s Agentic
Zoom has launched the next generation of its Zoom Virtual Agent at Customer Contact Week 2025.
The announcement introduces agentic AI to the solution.
As such, the Zoom Virtual Agent not only searches for answers by scouring knowledge and data stores, but it can also leverage those sources to reason.
While it reasons, the solution may recall previous interactions and pull context from them, enabling a continuous service experience and greater personalization.
Moreover, the Zoom Virtual Agent can reason to an appropriate tone of voice, given the customer’s language choices, their intent, and brand guidelines.
It may also tackle multi-intent queries by breaking them down and keeping the customer on track when they veer off halfway down a resolution path.
Yet, most critically, thanks to this reasoning capacity, the solution adapts and mechanizes processes to automate more complex customer queries (Read on…).
Talkdesk Creates a “New Software Category” with the Launch of Its CX Automation Platform
Talkdesk claims to have established a “new software category”, launching a Customer Experience Automation (CXA) solution.
With the solution, Talkdesk claims to go “far beyond” conventional CCaaS and CRM solutions.
These types of solutions allow businesses to coordinate workflows to solve customer journeys. Yet, Talkdesk instead proposes a “unified system of autonomous AI agents” that orchestrates service experiences in real time.
By understanding a customer’s challenges and considering broader customer context, the agents build personalized service experiences for the customer, escalating to the best-placed live support reps when appropriate.
“For years, businesses have faced a false choice: deliver personalized service or operate efficiently at scale,” said Tiago Paiva, Founder and CEO of Talkdesk, when commenting on the news.
CXA ends that trade-off. It’s not just automation, it’s coordinated, autonomous resolution of complex business problems with speed, scale, and impact, without sacrificing the personal touch customers expect.
The drive to create efficient, scalable solutions for complex customer challenges is longstanding.
However, the increasing specialization of tools and expertise has often resulted in outdated systems, isolated knowledge, and fragmented data, disrupting the customer journey and making it feel disjointed (Read on…).
Five9 Launches Agentic CX, Delivers the “Next Generation of Customer Experience”
Five9 has unveiled Agentic CX, an agentic AI platform for contact centers.
The move follows the vendor’s announcement of AI agents in November 2024.
These are now live as part of the Agentic CX offering, with agents able to reason, adapt, and act to, at first, handle reactive customer service.
Yet, the vendor seems set to build out its Agentic Experience Engine, powering AI agent use cases that stretch across the contact center, automating tasks.
The AI agents will fit into Five9’s Genius AI architecture, which offers a practical framework for contact centers to extend their AI strategies.
“We’re at a real turning point in how customer experience is evolving, especially as AI and agentic technologies come together,” said Ian Jacobs, Vice President and Lead Analyst for Opus Research.
To deliver the next generation of customer experiences, businesses need solutions that offer smart autonomy, adapt easily, and are powered by trusted AI.
Five9 has also committed to enabling modularity so AI agents only respond to enabled queries, which the contact center has thoroughly tested. That will allow companies to control and scale agent autonomy based on trust (Read on…).
