Zendesk has entered into a definitive agreement to acquire AI startup Forethought, a move intended to transition its service model from conversation management to autonomous resolution. The company projects that AI agents will handle the majority of customer service interactions this year, marking a structural shift toward agentic service. By acquiring Forethought, Zendesk is pivoting ...

Salesforce has made its most aggressive move yet into the Contact Centre as a Service (CCaaS) market with the launch of Agentforce Contact Centre. This effectively ends Salesforce’s long-standing public stance that they ‘do not want to be a contact centre company.’ For years, Salesforce relied on partners like Genesys to handle the actual ‘plumbing’ ...