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.
Cyber News researchers recently tested Snapchat’s AI chatbot, which is used by over 900 million people worldwide, with some creative prompting that framed requests as storytelling exercises to trick the bot into sharing instructions for making improvised explosive devices, like Molotov cocktails.
While Snapchat’s safeguards block direct queries about weapons, the chatbot recited historical “how-tos” under the guise of a narrative when the team prompted it to tell a story about the Winter War between Finland and the Soviet Union and include details about how incendiary devices were reportedly made at the time.
This instance raises concerns about what other dangerous content could slip through, especially to younger users.
The Cyber News team explained:
“While the bot may never directly provide instructions on how to build improvised weapons, it will tell you a realistic and detailed story of how improvised weapons used to be built without any hesitation. This raises concerns about dangerous AI information availability for minors.”
The researchers notified Snapchat, but the vulnerability wasn’t patched immediately (Read more…).
Microsoft Expands AI Customer Service Strategy with L&G Contact Center Deal
UK financial services provider Legal & General (L&G) is working with Microsoft to build an AI-powered customer service platform.
The new system will use Dynamics 365 Contact Center to help employees provide faster and smoother assistance to L&G’s 12.4 million customers.
The platform, which will be integrated with Microsoft’s Copilot AI assistant, will give customer service teams a complete, real-time view of each customer’s relationship with the business. The first phase will focus on customers who have workplace savings, retail protection, and annuities, with additional product lines to follow.
The move aims to simplify the service experience. Dynamics 365 Contact Center will analyze conversations with customers, highlight useful tools to support the conversation, suggest relevant next steps, and prompt outreach across customers’ preferred channels. The system is designed to reduce complexity for employees by consolidating multiple tools and minimizing the need to transfer calls.
The agreement with Microsoft is part of a broader process at L&G to use technology to transform its customer service interactions, Laura Mason, Chief Executive Officer, Retail at L&G, said.
We recently launched the first fully digitized claims process, cutting average claim times by nearly two weeks, while our pensions app is the highest rated among peers, using digital tools to help people take control of their savings.
This new collaboration takes that ambition further, using AI to raise the bar while ensuring our teams can tailor support for customers who need us most (Read more…).
