NiCE and Salesforce deepen partnership for better customer service

This week, leading customer experience providers are making big moves, from expanding into new markets to rolling out advanced AI solutions. Here are some highlights from CX Dive's top stories: 1) Salesforce launches Agentic IT Service, promising "minutes, not hours" resolutions. 2) Genesys expands partnership with ServiceNow, introducing Agent2Agent (A2A) orchestration to automate cross-platform resolution flows. 3) ServiceNow introduces Agentic Playbooks, which provide step-by-step workflow automation using both AI and human input. 4) RingCentral acquires CommunityWFM, enhancing RingCX's full workforce management and optimization capabilities. To learn more about how these changes may affect CX and IT service delivery, read the CX Today article by Charlie Mitchell: https://lnkd.in/eKJgj2VA

At Xperience 2025, Genesys showcased transformative advancements in agentic AI that are reshaping how organizations deliver customer experiences. The expanded partnership with ServiceNow, highlighted during the event, introduces Agent2Agent (A2A) orchestration—an innovation enabling AI agents to autonomously collaborate across enterprise systems. This development promises not only smoother customer journeys but also significant operational efficiencies by unifying CCaaS, CRM, and service operations on a single platform. Gavin Howell of Computacentre emphasized the impact, noting that this AI orchestration simplifies complexity and empowers teams to deliver elevated experiences. As Olivier Jouve, Chief Product Officer at Genesys, remarked, the partnership is accelerating universal agentic orchestration by breaking down silos and scaling intelligent automation. It’s about driving greater efficiency while deepening genuine human connections. The impressive financial results Genesys reported for Q2 FY 2026 reinforce the market’s trust and demand for such AI-powered solutions. With nearly $2.2 billion in annual recurring revenue and accelerated AI adoption representing over 55% of their customer base, Genesys illustrates how AI orchestration moves beyond hype into enterprise-scale reality. Customer-centric, autonomous AI workflows are becoming the engine behind customer loyalty, growth, and operational excellence. However, challenges remain. Genesys's recent study reveals a governance gap: while 80% of consumers want clear AI oversight, only 31% of companies have formal policies in place. This disconnect threatens trust and calls for responsible innovation. As Jouve explained, transparency and accountability are vital to building lasting consumer confidence in agentic AI. In conclusion, Xperience 2025 paints a vivid picture of the future: one where AI not only automates but orchestrates empowered, personalized experiences across organizations. This future demands a balance—pioneering innovation hand in hand with robust governance. It is clear that companies investing strategically in this balance stand to lead the experience economy going forward. https://lnkd.in/gXxq9Hxb #Xperience2025 #CustomerExperience #AgenticAI #AIOrchestration #ServiceNow #Genesys #CXInnovation #ArtificialIntelligence #EnterpriseAI #CustomerLoyalty

The expanded partnership with ServiceNow, highlighted during the event, introduces Agent2Agent (A2A) orchestration—an innovation enabling AI agents to autonomously collaborate across enterprise systems. This development promises not only smoother customer journeys but also significant operational efficiencies by unifying CCaaS, CRM, and service operations on a single platform. Gavin Howell of Computacentre emphasized the impact, noting that this AI orchestration simplifies complexity and empowers teams to deliver elevated experiences. As Olivier Jouve, Chief Product Officer at Genesys, remarked, the partnership is accelerating universal agentic orchestration by breaking down silos and scaling intelligent automation. It’s about driving greater efficiency while deepening genuine human connections. The impressive financial results Genesys reported for Q2 FY 2026 reinforce the market’s trust and demand for such AI-powered solutions. With nearly $2.2 billion in annual recurring revenue and accelerated AI adoption representing over 55% of their customer base, Genesys illustrates how AI orchestration moves beyond hype into enterprise-scale reality. Customer-centric, autonomous AI workflows are becoming the engine behind customer loyalty, growth, and operational excellence. However, challenges remain. Genesys's recent study reveals a governance gap: while 80% of consumers want clear AI oversight, only 31% of companies have formal policies in place. This disconnect threatens trust and calls for responsible innovation. As Jouve explained, transparency and accountability are vital to building lasting consumer confidence in agentic AI. In conclusion, Xperience 2025 paints a vivid picture of the future: one where AI not only automates but orchestrates empowered, personalized experiences across organizations. This future demands a balance—pioneering innovation hand in hand with robust governance. It is clear that companies investing strategically in this balance stand to lead the experience economy going forward. https://lnkd.in/gqHbwaqn #Xperience2025 #CustomerExperience #AgenticAI #AIOrchestration #ServiceNow #Genesys #CXInnovation #ArtificialIntelligence #EnterpriseAI #CustomerLoyalty

Im often asked: What’s the difference between CCaaS, UCaaS, and CPaaS? Here’s a simple way to think about it: ▶️ CCaaS (Contact Center as a Service): A cloud-based platform that helps businesses deliver seamless, personalized customer experiences across every channel. ▶️ UCaaS (Unified Communications as a Service): The foundation for modern teamwork, bringing together voice, video, messaging, and collaboration in one secure, scalable platform. ▶️ CPaaS (Communications Platform as a Service): Flexible APIs that allow companies to embed real-time communication voice, SMS, video directly into apps and workflows. At 8x8, we’re proud to be an industry leader that unifies CCaaS, UCaaS, and CPaaS into one integrated cloud communications platform helping organizations break down silos, improve productivity, and deliver world-class customer and employee experiences, and CPaaS Is Reshaping Contact Centers for the Omnichannel Era If you’re exploring how to modernize your communications strategy and create lasting impact for your customers and teams, let’s connect. https://lnkd.in/gU5DeXsF #8x8CPaaSLevelUp #CPaaSLevelUp #CloudCommunications #CX #UCaaS #CCaaS #CPaaS #DigitalTransformation #FutureOfWork #AI #CustomerExperience #TeamCollaboration

In today’s competitive landscape, customer experience is everything. Salesforce Service Cloud empowers businesses to deliver faster, smarter, and more personalized service across every channel. ✅ Streamlined case management reduces resolution times. ✅ Repeatable process-driven workflows that nurture better customer relationships. ✅ Powerful analytics provide leaders with the data to make informed decisions. The result? Stronger relationships, higher satisfaction, and greater loyalty. #Salesforce #ServiceCloud #CustomerExperience #CustomerSuccess #CX Flux Technologies

Genesys and ServiceNow deepen their partnership to deliver Agent2Agent (A2A) orchestration, unifying AI agents for seamless customer experiences - https://lnkd.in/gFdj4pkW “Our partnership with ServiceNow is accelerating the path to universal agentic orchestration,” said Olivier Jouve, chief product officer at Genesys. #CustomerExperience #AgenticAI #A2AOrchestration #Genesys #ServiceNow #TechIntelPro

154/365 - Days of CX Insights! Technology & Innovations APIs and Integrations — Why They Matter for Seamless CX When customers interact with your brand, they don’t care what systems you’re using behind the scenes. They care about whether their experience feels connected, effortless, and consistent. That’s where APIs (Application Programming Interfaces) and integrations come in. They are the invisible connectors that allow your CX technology stack to function as one cohesive ecosystem rather than a set of disconnected tools. Without them, customers feel the friction immediately: repeating details, inconsistent responses, and journeys that break across channels. Why APIs and Integrations Matter for CX * Unified Customer View Integrations ensure that data flows seamlessly between CRM, support platforms, marketing automation, and analytics tools. This creates a single source of truth that enables personalisation and consistency. * Connected Journeys APIs make it possible for interactions to move smoothly across channels voice, chat, messaging, social etc. without losing context. * Operational Efficiency When systems are integrated, employees don’t waste time switching between platforms or hunting for information. That means faster responses and happier customers. * Scalability & Innovation Open APIs allow organisations to plug in new technologies quickly, keeping pace with evolving customer expectations. * Customisation No two businesses are the same. APIs make it possible to tailor workflows and customer journeys without reinventing the wheel. The Risks of Poor Integration - Data Silos Customer information locked in different systems, leading to fragmented service. - Inconsistent Experiences Customers getting different answers depending on the channel or department. - Employee Frustration Teams juggling multiple systems without a unified view, slowing them down. - Customer Churn Every extra effort the customer makes increases the risk of losing them. CX Impact: Integration as a Strategy APIs and integrations are not just technical decisions. They are CX enablers. A seamless integration strategy: 1. Reduces customer effort. 2. Empowers employees with the right context. 3. Enables agility to adopt new tools without disrupting experiences. Final Reflection In modern CX, integration is the difference between friction and flow. APIs might be invisible to the customer, but their impact is felt in every smooth handoff, every personalised recommendation, and every moment where the customer feels understood. If experiences are the brand, then integrations are the glue that holds them together. #365DaysofCX #CustomerExperience #CXTechnology #DigitalTransformation #APIs #thatCXGuy

🚀 AI isn’t replacing customer service—it’s redefining it. ServiceNow just proved that automation and empathy can coexist. Despite deflecting 75% of cases with AI-powered workflows, they’ve kept their support headcount intact—and boosted CSAT and retention along the way. 📈 Case volumes are up 40%, go-live times are faster, and agents are now focused on high-value interactions. COO Amit Zavery calls it “human-centric automation”—and it’s working. Great example in using AI in an enterprise platform, as a human force multiplier and keeping people from having to perform soul crushing tasks. 🔍 Read the full story on CX Today https://lnkd.in/gU8Nu4u8 #ServiceNow #AI #CX #CSAT

In SaaS, customer support is undergoing a fundamental shift. It’s no longer limited to reactive ticket resolution—automation is redefining the way support is delivered. AI-powered chatbots, automated workflows, and predictive support tools are making processes faster and more efficient. Yet, the true value lies in how these tools free up human teams to focus on empathy, problem-solving, and relationship building. The future of SaaS support won’t be about humans vs. machines—it will be about the two working together. Automation ensures speed, while human expertise ensures trust. The companies that balance both will lead in customer satisfaction and loyalty. #SaaS #CustomerSupport #Automation #CustomerExperience #CX #AI

In today’s fast-paced digital world, customer experience is paramount. Businesses are constantly seeking innovative ways to engage with their customers and provide seamless, personalized interactions on self-service channels. One of the common challenges in customer interactions is the mismatch between customer sentiment and the voice agent’s response. This can lead to frustration and dissatisfaction, ultimately impacting customer loyalty. For instance, a […] The post Create empathetic agents with HD voices in Dynamics 365 Contact Center appeared first on Microsoft Dynamics 365 Blog.