contact center
12 articles about contact center in AI news
Salesforce Launches Agentforce Contact Center, a Native CCaaS Platform
Salesforce has launched Agentforce Contact Center, a fully native contact-center-as-a-service (CCaaS) platform built directly into its CRM. This eliminates the need for third-party telephony integrations, unifying voice, digital channels, AI agents, and customer data on a single screen.
Salesforce Launches Agentforce Contact Center, Unifying AI Agents, Voice, and CRM
Salesforce introduces Agentforce Contact Center, a native platform integrating voice, digital channels, CRM data, and autonomous AI agents. It aims to solve integration complexity and improve AI-human collaboration for customer service.
Pipedrive Ships Native MCP Server, CRM Joins AI Agent Protocol
Pipedrive launched a native MCP server for CRM agent access. The move follows Microsoft and X in adopting Anthropic's open standard, which crossed 13,000 servers in June.
MoEngage Buys Aampe for Tens of Millions, Bets AI Agents Replace Campaigns
MoEngage acquired Aampe for tens of millions to embed per-customer AI agents, targeting migrations from Salesforce and Adobe Marketing Cloud.
Salesforce Acquires AI Agent Platform Fin for $3.6B; Agents Resolve 76% of
Salesforce acquired AI agent platform Fin for $3.6B. The platform resolves 76% of support volume autonomously, signaling a major shift toward agent-first customer service in CRM.
A Practical Framework for Moving Enterprise RAG from POC to Production
The article presents a detailed, production-ready framework for building an enterprise RAG system, covering architecture, security, and deployment. It provides a concrete path for companies to move beyond experimental prototypes.
Seven Voice AI Architectures That Actually Work in Production
An engineer shares seven voice agent architectures that have survived production, detailing their components, latency improvements, and failure modes. This is a practical guide for building real-time, interruptible, and scalable voice AI.
Enterprises Are Trading ‘Press One’ for CRM-Native AI Agents
A new report highlights a shift from traditional IVR systems to AI agents integrated directly into CRM platforms. This represents a fundamental change in customer service architecture, moving from scripted menus to conversational, context-aware systems.
Building PharmaRAG: A Case Study in Proactive Reliability for RAG Systems
A developer details the architecture of PharmaRAG, a system for querying drug labels, which prioritizes a 'reliability layer' to detect unanswerable questions before any LLM generation. This approach directly tackles the critical problem of AI hallucination in high-stakes domains.
RAI's Ringbot: A Monocycle Robot Uses Internal Legs for Balance and Acrobatics
The Robotics and AI Institute (RAI) has developed Ringbot, a monocycle robot that uses internal legs for dynamic balance and acrobatic maneuvers. This novel design challenges conventional wheeled and legged robot architectures.
Fifth Avenue's $402 Million Redesign: A Physical Evolution for a Digital Age
The Fifth Avenue Association is spearheading a $402 million redesign of the iconic shopping corridor to enhance pedestrian flow and tenant diversity. This physical transformation aims to secure the district's future as retail recovers, highlighting the enduring importance of flagship locations.
Enterprise AI Goes Mainstream: How Major Corporations Are Scaling Operations with Intelligent Voice Systems
Major corporations including FedEx, Marriott, and Volkswagen are deploying advanced AI voice systems to handle millions of customer interactions, enabling instant scalability during peak demand periods without traditional hiring constraints.