From more big event coverage to the sunsetting of a widely-deployed CRM solution, here are extracts from some of this week’s most popular news stories.
Zoomtopia 2025: The Top 10 Announcements
Zoom is spreading a clear message at Zoomtopia 2025: it’s a platform built for people.
Employees, entrepreneurs, creators, educators… they’re the ones driving progress every day.
For Zoom, that makes it different. It believes that Microsoft builds for IT and procurement, while Google bundles collaboration into its suite. Yet, it aims to deliver for the user.
For that reason, Zoomtopia’s theme is all about connecting people to progress.
That theme runs through all of Zoomtopia 2025’s announcements, with the top ten outlined below, starting with those that matter most to customer experience teams.
1. Zoom Bolsters Its Contact Center Partnerships with Salesforce & ServiceNow
As the Zoom Contact Center has surged, customers have requested tighter integrations with their customer support CRMs.
Zoom has acted by partnering with prominent CRM providers and embedding its contact center tooling within their solutions.
Its latest move is to make its real-time transcription, unified routing, and AI assistant technology available in Salesforce Service Cloud. (Read more…).
Genesys Scoops Its Second-Largest CCaaS Win Ever
Genesys has won its second-largest Genesys Cloud deal to date with a top ten global bank.
The CCaaS stalwart disclosed few additional details about the deal but noted it was one of two eight-figure annual contract value (ACV) agreements secured over the past 12 months.
It also revealed that it signed a high-seven-figure ACV deal with another Fortune 20 financial services firm, worth $45MN+ in total contract value (TCV).
In doing so, Genesys underscored its momentum in a sector known for its high complexity.
Ultimately, that aligns with its reputation for doing “big” well, as rubberstamped by the recent Gartner Magic Quadrant for CCaaS report, where Genesys once again slotted into the leader square.
Yet, while many regard it as a safe choice for migrating to CCaaS, Tony Bates, Chairman and CEO of Genesys, stressed his desire for the vendor and its customers to push the boundaries of innovation. (Read more…).
ServiceNow Teams Up with Five9 to Drop Another Unified CRM-CCaaS Offering
ServiceNow and Five9 announced that their unified CCaaS-CRM offering is now generally available.
As teased in November, the “Five9 Fusion for ServiceNow” solution embeds some of Five9’s CCaaS tooling directly into ServiceNow Customer Service Management (CSM).
In doing so, both vendors hope to deliver a unified agent experience, consolidate support data, and lower management burden.
Five9 also has a similar offering with Salesforce. Meanwhile, ServiceNow has set up similar integrations with Genesys and Zoom.
These announcement signals that, as customers demand tighter CCaaS and CRM connections, both vendors are ready to lead from the front. (Read more…).
Zendesk to Shutter Zendesk Sell, Go All-In on Customer Service
Zendesk is exiting the sales CRM business, closing down its Sell product on August 31, 2027.
Customers will continue to have full access to the Sell product until the shutdown date.
As Zendesk noted in a web post, the move will help channel all its attention toward transforming the customer service stack.
“This change allows us to focus even more deeply on what we do best – helping businesses like yours deliver exceptional customer and employee service,” noted Jennifer Chang, VP of Product Development Program Management and Operations at Zendesk.
By concentrating our efforts on service, we can move faster, innovate more boldly with AI, and build solutions that make a bigger impact for your teams and your customers.
To help customers make the transition, Zendesk has set up a native integration with the Pipedrive sales CRM so they can export their data from Sell. (Read more…).
