From prominent customer experience providers entering new markets to more agentic AI advancements, here are extracts from some of this week’s most popular news stories.
Salesforce Introduces Agentic IT Service to Compete with ServiceNow in ITSM
Salesforce has officially entered the ITSM space with the launch of Agentic IT Service.
Last week, CEO Marc Benioff announced the company’s plan to showcase a new ITSM product at Dreamforce 2025.
Now, the CRM leader has unveiled the solution a month early, with Kishan Chetan, EVP and GM of Service Cloud at Salesforce, taking to LinkedIn to release a video of the new solution in action.
In the post, Chetan claimed that the offering will help IT teams cut costs and empower them to resolve issues “in minutes, not hours.” He added:
Agentic IT Service combines 25 years of Salesforce customer service expertise with the power of Slack and Agentforce to deliver a modern, conversational, and agentic support solution.
But what exactly are ITSM platforms, and how will Salesforce’s differ?
In short, they enable IT teams to efficiently manage the range of services they provide across an organization, from granting app access and configuring devices to running internal applications and overseeing cloud storage.
Traditionally, ServiceNow has been the clear market leader in the sector. However, Benioff believes that Salesforce, through Slack, could challenge that market dominance. (Read on…).
Genesys Deepens Its ServiceNow Partnership, Releases New Agentic AI & Orchestration Capabilities
Genesys has announced an expanded partnership with ServiceNow at its Xperience 2025 event.
The event also set the stage for the release of new agentic AI capabilities, journey orchestration tools, and a program to help establish, connect, and automate end-to-end resolution flows.
Yet, the ServiceNow partnership is the headline-clincher, with those end-to-end resolution flows also a key part of the announcement.
Indeed, the two vendors pledged to deliver Agent2Agent (A2A) orchestration. That means brands can build AI agents that flit between the Genesys Cloud platform and ServiceNow Unified CRM, within defined guardrails.
For instance, the newly ‘agentified’ Genesys Virtual Agent may interact with AI agents on the ServiceNow AI Platform to mechanize resolution flows that cross the middle and back offices. That could allow the contact center to automate more complex customer queries.
To further aid mutual customers in extending the scope of contact automation, Genesys and ServiceNow also pledged to provide mutual customers with a unified service model. (Read on…).
ServiceNow Debuts Agentic Playbooks to “Set a New Standard” for Workflow Automation
ServiceNow has rolled out its Zurich release, expanding its platform with several “breakthrough” innovations.
Agentic Playbooks is one of those innovations. It allows teams to break down complex, cross-enterprise processes into step-by-step guides.
Indeed, it offers an interface for teams to map out workflows across enterprise systems, like whiteboard sketches.
To further boost this capability, ServiceNow announced it’s combining Process and Task Mining insights on one platform. As such, companies can better understand how work gets done, identify opportunities for AI agents, and spot where a human touch is critical.
From there, brands can return to their Agentic Playbooks and apply that intelligence to recreate those workflows.
The Playbook can then guide AI agents as they do some of the work and prompt humans when they’re needed to step in. (Read on…).
RingCentral Acquires CommunityWFM, Boosts Its Contact Center Platform
RingCentral has snapped up CommunityWFM, the workforce management (WFM) tech provider.
The move aims to bolster RingCentral’s cloud contact center solution: RingCX, which it launched in late 2023.
Since then, RingCX has accrued over 1,000 customers. Many chose the CCaaS solution because of its close integration with RingEX, the widely implemented unified communications platform.
While that’s its biggest differentiator, RingCentral had all the baseline capabilities of a CCaaS platform apart from WFM, until now.
Already, CommunityWFM’s capabilities are available as “RingCentral AI Workforce Management (WFM)”, which starts at a pricing point of $20 per agent, per month.
Additionally, with RingCX’s automated quality assurance (QA) solution, RingCentral can ensure its solution delivers a broad range of workforce optimization (WFO) capabilities. (Read on…).
