From the launch of a unified CRM answer to the growth of one other, listed below are extracts from a few of this week’s hottest information tales.
ServiceNow has unified its CRM options on one platform: ServiceNow CRM.
These apps embody ServiceNow Buyer Service Administration (CSM), Gross sales and Order Administration, and Area Service Administration.
The tech large has additionally packaged industry-specific extensions to bolster the platform throughout quite a few verticals, together with banking, healthcare, and retail.
In uniting its CRM portfolio, ServiceNow presents a “system of motion” to promote, fulfill, and repair.
As Terence Chesire, VP of CRM & Trade Workflows at ServiceNow, stated previous to the platform’s launch at ServiceNow Information 2025:
You and your clients can begin delighting your clients by uniting knowledge, AI, and workflows to service, promote, and ship, all on one unified platform.
The information comes after ServiceNow formally entered the CRM market in January 2025. Since then, it has bolstered its capabilities by buying Moveworks, Logik.ai, and CueIn.
Now, it pledges to “disrupt an {industry} constructed on outdated methods.” (Learn on…).
Salesforce has dropped one other new version of Agentforce: Agentforce for HR Service.
The announcement builds on the Worker Service module that Salesforce added to Service Cloud in December 2024 and has since renamed: “HR Service”.
HR Service includes two core parts: an Worker Portal and HR Service Console.
From the Worker Portal, workers can full onboarding actions, supply solutions to queries, hook up with HR specialists, full duties reminiscent of requesting trip, and extra.
In the meantime, the HR Service Console offers HR groups a spot to troubleshoot worker points.
Agentforce for HR Service builds on these core functionalities, permitting AI brokers to automate extra duties – utterly or partially – and “save everybody time”.
It additionally permits groups working in Slack to instruct AI brokers to finish HR Service duties with out opening up a separate utility. (Learn on…).
SAP is on a mission to construct an AI-powered, “fashionable and composable” buyer expertise suite.
That’s in line with Balaji Balasubramanian, President and Chief Product Officer of SAP CX.
In an unique interview with CX At the moment, he pinpointed how SAP has laid the foundations, first with SAP Enterprise Knowledge Cloud.
SAP Enterprise Knowledge Cloud unifies knowledge from SAP methods and third-party sources right into a single supply of reality.
As a part of that, it pulls in buyer indicators from gross sales, stock, service, advertising, loyalty, and even third-party logistics in near-real time.
In doing so, it offers companies context and perception into “each” buyer journey touchpoint.
SAP Enterprise Knowledge Cloud pairs with the SAP CX AI Toolkit, a no-code answer companies can use to use AI, together with AI brokers, throughout gross sales and repair operations.
Referencing the 2 options, Balasubramanian stated: “Our most up-to-date improvements are extra than simply product updates. They’re the constructing blocks for one thing broader: a really native AI-powered, fashionable, and composable buyer expertise suite.” (Learn on…).
Talkdesk has rolled out two new merchandise to assist small companies and utility firms modernize how they serve their clients.
The CCaaS stalwart constructed each merchandise on the concept that firms of all sizes ought to have entry to the identical AI customer support instruments that enterprises use, however with out the additional price, complexity, or setup.
The primary product, Talkdesk Categorical, is a self-service customer support platform designed for small companies with 50 or fewer workers.
Sometimes, these firms have a handful of individuals managing the whole lot and not using a formal contact middle or IT staff. They’re additionally restricted by tight budgets and fewer sources in comparison with enterprises.
Categorical addresses these challenges by permitting any firm to arrange buyer help through telephone, chat, and different channels.
Katie Rubak, Director of Product Advertising and marketing at Talkdesk, confused that small companies can join immediately on the Talkdesk web site, skip the same old gross sales and onboarding course of, and be up and operating inside minutes.
Corporations get 25 free licenses and $100 in credit to check out the platform with out an upfront dedication. After, Talkdesk gives usage-based pricing, the place firms solely pay for what they use. (Learn on…).
