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.
