From another Salesforce AI invention to an expanded Vonage and ServiceNow partnership, here are extracts from some of this week’s most popular news stories.
Salesforce Brings Ambient Intelligence to Sales Calls
Salesforce’s AI Research team used its latest roundtable to position ‘ambient intelligence’ as the next practical step for enterprise AI, and to show how that idea is moving from research into frontline workflows across sales and service
That matters in CX because work happens mid-call and mid-case. It also happens under pressure. Real-time guidance can lift productivity while reducing training burden. It can also tighten compliance if it captures what was said and turns it into structured next steps.
In the roundtable, Salesforce executives tied the concept to the idea that enterprise AI must operate as a system, not a single model. They argued that companies will need orchestration, memory, evaluation, and control layers to make agents reliable.
In an assessment, Silvio Savarese, Executive Vice President and Chief Scientist of Salesforce AI Research at Salesforce said:
“Enterprise AI is not just about having a strong model, it’s about building a system you can trust in real workflows.”
Read the full article to find out more.
Vonage Targets Agent Productivity with Deep ServiceNow Voice Integration
Vonage, part of Ericsson, has announced the launch of a native integration with ServiceNow Voice.
The solution embeds voice and real-time AI capabilities directly into ServiceNow’s Customer Service Management (CSM) and IT Service Management (ITSM) workflows for Vonage Contact Center (VCC) customers.
The move represents an expansion of an existing relationship between the two companies; it is described as a way to give agents everything they need inside a single environment, without the screen-switching and manual data entry that currently slows down service delivery.
In discussing the news, Mila D’Antonio, Principal Analyst for Customer Engagement at Omdia, outlined the core problem that the integration is trying to solve:
“Vonage is combating the traditional disconnect between digital and live interactions, ensuring that voice becomes a seamless continuation of the customer journey rather than a disruptive restart.”
That disconnect is a familiar frustration for contact center leaders. Voice has long been the odd one out in the omnichannel conversation; technically present, but rarely as tightly woven into backend workflows as digital channels (Read more…).
Oracle’s Fusion Agentic Applications Push Enterprise AI Past Copilots
Oracle has introduced Fusion Agentic Applications, a new set of AI-powered applications embedded in Oracle Fusion Cloud Applications.
The launch positions these agentic capabilities as systems that can reason, decide, and act inside live business processes, with governance and human oversight built in.
In Oracle’s framing, Fusion Agentic Applications run as coordinated teams of specialized agents. Each agent carries a defined role, a specific domain focus, and decision authority.
The applications pursue a defined objective. They progress work, evaluate tradeoffs, and adapt as conditions change. They also surface exceptions where human judgment changes the outcome.
For Steve Miranda, Executive Vice President of Applications Development at Oracle, the shift is fundamental:
“With Fusion Agentic Applications, we are moving enterprise software beyond passive systems of record and providing our customers with applications that can reason, decide, and act in pursuit of defined business objectives.”
Oracle ties the agentic claim to architecture. The company positions these applications as native to the transactional layer, with secure access to the data and controls that drive enterprise operations (Read more…).
AI Now Drives 20% of Genesys’s New Business
Genesys has announced what it’s calling a record fourth quarter, posting strong growth across its cloud platform and AI adoption metrics.
The numbers are impressive on the surface, and the vendor hasn’t been shy about saying so. But as a private company, Genesys gets to decide exactly what ‘impressive’ looks like.
The headline figure is Genesys Cloud ARR hit approximately $2.6 billion in Q4, up 35% year-over-year, while total FY2026 revenue landed at roughly $3 billion – a 13% annual increase.
Net revenue retention sat above 120% for the 12th consecutive quarter, which is a strong signal that existing customers are growing their spend rather than pulling back.
Tony Bates, Chairman and CEO of Genesys, framed the results as evidence of a broader industry shift:
“Our focus has always been to bring together every end-to-end experience in a way that is both intelligent and deeply human.
“Our progress demonstrates that AI-powered orchestration is not a future aspiration — it’s happening now, and enterprises are realizing significant value.”
