Acquisitions Archives - gettectonic.com

08Dec

Agentforce Testing Center

Salesforce has launched the Agentforce Testing Center, a groundbreaking tool for testing, deploying, and managing AI agents at scale. This innovative platform uses synthetically generated data to ensure AI agents perform accurate actions and deliver precise responses while providing comprehensive monitoring of usage and feedback. A New Era of AI Testing The Agentforce Testing Center operates within Salesforce’s enterprise-grade platform, integrated seamlessly with Data Cloud. It introduces no-code tools that allow organizations to test AI agents securely in sandbox environments, ensuring minimal risk to live production systems. By enabling robust testing and optimization, this tool helps businesses confidently deploy AI agents tailored to their needs. According to Adam Evans, EVP and GM for the Salesforce AI Platform, the Agentforce Testing Center is a critical tool for modern enterprises: “Agentforce is helping businesses create a limitless workforce. CIOs need tools for testing and monitoring agentic systems. This offering marks the next evolution of lifecycle management, enabling businesses to deploy trusted AI agents in a secure, repeatable way.” Key Capabilities of the Agentforce Testing Center Industry Implications Keith Kirkpatrick, Research Director at The Futurum Group, emphasized the importance of this offering: “To build trust in AI, businesses need robust tools to pressure test autonomous agents. Salesforce’s Testing Center delivers this capability, ensuring AI agents can reason, retrieve data, and adapt effectively.” Enhancing AI Agent Strategies The Agentforce Testing Center’s integration with Salesforce tools like DevOps Center and Change Sets further simplifies deployment workflows. Features like User Acceptance Testing (UAT) and real-time alerts in the Digital Wallet give teams deeper control and visibility into AI performance, ensuring business readiness before live deployment. As Salesforce continues to invest in AI innovation, including recent acquisitions to enhance Data Cloud security, the Agentforce Testing Center positions the CRM leader as a pioneer in responsible and scalable AI deployment. This offering exemplifies how businesses can create a “limitless workforce” while maintaining trust, transparency, and efficiency in AI operations. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

December 8, 2024in Agentforce Platform, Data, Enterprise, Salesforce0 Comments

17Nov

NetSuite Salesforce Collaboration

NetSuite Bets on Strategic Growth and Embraces Collaboration with Salesforce Growing on All Fronts At SuiteWorld 2024, the theme, “All Systems Grow,” reflected a pivotal moment for NetSuite. While the event lacked groundbreaking announcements, it showcased a fulfillment of past promises and a notable strategic shift toward openness and collaboration. Oracle and NetSuite are now welcoming competitors as partners, signaling a move toward interoperability that could redefine their market positioning. With over 40,000 customers, NetSuite continues its strong growth in the ERP space, particularly among SMBs. The company’s Q3 sales surged 20% year-over-year, underlining its momentum in the mid-market. Beyond traditional ERP capabilities, NetSuite’s expanded suite of solutions positions it as more than just an ERP provider. Delivering on AI Innovations While there were no splashy acquisitions, NetSuite made significant strides by rolling out 170 new modules and features, many leveraging AI. These enhancements blend predictive AI and generative AI to increase accuracy and user productivity. These updates aim to elevate both the platform’s quality and the efficiency of its users. Redwood Design: A Transformative User Experience NetSuite is adopting Oracle’s Redwood design language, promising a more intuitive and user-friendly interface. While Redwood is not new, its phased rollout within NetSuite is a significant step forward. Notable Additions: SuiteProcurement and Salesforce Integration SuiteProcurement: NetSuite’s new procurement automation solution integrates directly with Amazon Business and Staples Business Advantage, automating ordering, invoicing, approvals, and deliveries. Plans are underway to expand vendor support, offering broader applicability in the future. Salesforce Partnership: NetSuite’s most significant announcement was its strategic partnership with Salesforce, enabling real-time data exchange between the platforms. Evan Goldberg, NetSuite’s founder and EVP, explained the rationale:“It’s up to the customer to decide what software they want to use.” The partnership reflects NetSuite’s commitment to addressing customer needs, with more SaaS integrations expected in the future. Expanding Field Service Management (FSM) NetSuite’s Field Service Management (FSM) capabilities, acquired last year, are now better integrated into its platform. While development progress has been slower than anticipated, significant enhancements are expected in the coming year, leveraging Oracle technology to extend FSM’s functionality across industries. And Field Service Management is available in Salesforce, as well. Positioned for Continued SMB Growth NetSuite’s investments are yielding results, as demonstrated by its rapid growth and deeper integration of Oracle technology. The NetSuite Analytics Data Warehouse and Enterprise Performance Management are driving adoption among existing users, showcasing the platform’s scalability. NetSuite’s ability to quickly integrate Oracle updates into its infrastructure gives it a competitive edge, ensuring customers benefit from the latest innovations without delays. With its robust feature set, AI-powered tools, and strategic partnerships like the one with Salesforce, NetSuite has strengthened its position as a go-to ERP platform for SMBs. Its consistent 20% year-over-year growth indicates a bright future, making it an increasingly attractive option for mid-market businesses. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

November 17, 2024in Data, Enterprise, Generative AI, Salesforce, Technology

12Nov

AI Won’t Hurt Salesforce

Marc Benioff Dismisses AI Threats, Sets Sights on a Billion AI Agents in One Year Salesforce CEO Marc Benioff has no doubts about the transformative potential of AI for enterprise software, particularly Salesforce itself. At the core of his vision are AI agents—autonomous software bots designed to handle routine tasks, freeing up human workers to focus on more strategic priorities. “What if your workforce had no limits? That’s a question we couldn’t even ask over the past 25 years of Salesforce—or the 45 years I’ve been in software,” Benioff said during an appearance on TechCrunch’s Equity podcast. The Billion-Agent Goal Benioff revealed that Salesforce’s recently launched Agentforce platform is already being adopted by “hundreds of customers” and aims to deploy a billion AI agents within a year. These agents are designed to handle tasks across industries—from enhancing customer experiences at retail brands like Gucci to assisting patients with follow-ups in healthcare. To illustrate, Benioff shared his experience with Disney’s virtual Private Tour Guides. “The AI agent analyzed park flow, ride history, and preferences, then guided me to attractions I hadn’t visited before,” he explained. Competition with Microsoft and the AI Landscape While Benioff is bullish on AI, he hasn’t hesitated to criticize competitors—particularly Microsoft. When Microsoft unveiled its new autonomous agents for Dynamics 365 in October, Benioff dismissed them as uninspired. “Copilot is the new Clippy,” he quipped, referencing Microsoft’s infamous virtual assistant from the 1990s. Benioff also cited Gartner research highlighting data security issues and administrative flaws in Microsoft’s AI tools, adding, “Copilot has disappointed so many customers. It’s not transforming companies.” However, industry skeptics argue that the real challenge to Salesforce isn’t Microsoft but the wave of AI-powered startups disrupting traditional enterprise software. With tools like OpenAI’s ChatGPT and Klarna’s in-house AI assistant “Kiki,” companies are starting to explore GenAI solutions that can replace legacy platforms like Salesforce altogether. For example, Klarna recently announced it was moving away from Salesforce and Workday, favoring GenAI tools that enable seamless, conversational interfaces and faster data access. Why Salesforce Is Positioned to Win Despite the noise, Benioff remains confident that Salesforce’s extensive data infrastructure gives it a significant edge. “We manage 230 petabytes of customer data with robust security and sharing models. That’s what allows AI to thrive in our ecosystem,” he said. While companies may question how other platforms like OpenAI handle data, Salesforce offers an integrated approach, reducing the need for complex data migrations to other clouds, such as Microsoft Azure. Salesforce’s Own Use of AI Benioff also highlighted Salesforce’s internal adoption of Agentforce, using AI agents in its customer service operations, sales processes, and help centers. “If you’re authenticated on help.salesforce.com, you’re already interacting with our agent,” he noted. AI Startups: Threat or Opportunity? As for concerns about AI startups overtaking Salesforce, Benioff sees them as acquisition opportunities rather than existential threats. “We’ve made over 60 acquisitions, many of them startups,” he said. He pointed to Agentforce itself, which was built using technology from Airkit.ai, a startup founded by a former Salesforce employee. Salesforce Ventures initially invested in Airkit.ai before acquiring and integrating it into its platform. The Path Forward Benioff is resolute in his belief that AI won’t hurt Salesforce—instead, it will revolutionize how businesses operate. While skeptics warn of a seismic shift in enterprise software, Benioff’s strategy is clear: lean into AI, leverage data, and stay agile through innovation and acquisitions. “We’re just getting started,” he concluded, reiterating his vision for a future where AI agents expand the possibilities of work and customer experience like never before. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

November 12, 2024in Agentforce Platform, AI Tools, Data, Enterprise, Laws, Salesforce, Technology

10Nov

Insurance Brokerage Financial Services Cloud

Salesforce has introduced Financial Services Cloud for Insurance Brokerages, an AI-powered platform set to launch in February 2025, designed to automate and enhance client management, policy servicing, and commission processing for insurance brokerages. Built on Salesforce’s core CRM system, Insurance Brokerage Financial Services Cloud streamlines traditionally time-consuming tasks like policy renewals, employee benefits management, and commission splits, aiming to consolidate operations and reduce operational expenses.

November 10, 2024in Data, Enterprise, Salesforce Data Cloud, Technology

26Oct

Market Insights and Forecast for Quote Generation Software

Market Insights and Forecast for Quote Generation Software for Salesforce (2024-2031): Key Players, Technology Advancements, and Growth Opportunities A recent research report by WMR delves into the Quote Generation Software for Salesforce Market, offering over 150 pages of in-depth analysis on business strategies employed by both leading and emerging industry players. The study provides insights into market developments, technological advancements, drivers, opportunities, and overall market status. Understanding market segments is essential to identify key factors driving growth. Comprehensive Market Insights The report provides an extensive analysis of the global market landscape, including business expansion strategies designed to increase revenue. It compiles critical data about target customers, evaluating the potential success of products and services prior to launch. The research offers valuable insights for stakeholders, including detailed updates on the impact of COVID-19 on business operations and the broader market. The report assesses whether a target market aligns with an enterprise’s goals, emphasizing that market success hinges on understanding the target audience. Key Players Featured: Market Segmentation By Types: By Applications: Geographical Overview The Quote Generation Software for Salesforce Market varies significantly across regions, driven by factors such as economic development, technical advancements, and cultural differences. Businesses looking to expand globally must account for these variations to leverage local opportunities effectively. Key regions include: Competitive Landscape The report offers a detailed competitive analysis, highlighting: Highlights from the Report Key Market Questions Addressed: Reasons to Purchase this Report: This report provides a valuable roadmap for businesses aiming to navigate the evolving Quote Generation Software for Salesforce Market, helping them make informed decisions and strategically position themselves for growth. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

October 26, 2024in Data, Enterprise, Salesforce, Technology

10Oct

Zendesk Launches AI Agent Builder

Zendesk Launches AI Agent Builder and Enhances Agent Copilot Zendesk has unveiled its AI Agent Builder, a key feature in a series of significant updates across its platform. This new tool enables customer service teams to create bots—now referred to as “AI Agents”—using natural language descriptions. For example, a user might input: “A customer wants to return a product.” The AI Agent Builder will recognize the scenario and automatically create a framework for the AI Agent, which can then be reviewed, tested, and deployed. This framework might include essential steps like checking the order number, verifying the items for return, and cross-referencing the return policy. Matthias Goehler, CTO for EMEA at Zendesk, explains, “You can define any number of workflows in the same straightforward manner. The best part is that business users can do this without needing to design complex flowcharts or decision trees.” However, developers may still need to consult an API when creating AI Agents that interact with multiple third-party applications. Other Enhancements to Zendesk’s AI Agents The AI Agent Builder simplifies the automation of customer interactions that involve multiple steps. For more straightforward queries, Zendesk can connect a single AI Agent to trusted knowledge sources, allowing it to autonomously provide answers. Recently, the vendor has expanded this capability to email and strengthened its partnership with Poly.AI to integrate conversational AI capabilities into the voice channel. Goehler remarked, “When I first heard a Poly bot, I thought it was a human; it even had subtle dialects and varied pacing.” This natural-sounding voice, combined with real-time data processing, enables the bot to understand customer intent and guide them through various processes. Zendesk aims to help customers automate up to 80 percent of their service inquiries. However, Goehler acknowledges that some situations will always require human intervention, whether due to case complexity or customer preferences. Therefore, the company continues to enhance its Agent Copilot, which now includes several new features. The “Enhanced” Zendesk Agent Copilot One of the most exciting new features in Agent Copilot is its “Procedure” capability. This allows contact centers to define specific procedures for the Copilot to execute on behalf of live agents. Users can specify these procedures in natural language, such as: “Do this first, then this, and finally this.” During live interactions, agents can request the Copilot to carry out tasks like scheduling appointments or sending shipping labels. The Copilot can also proactively suggest procedures, share recommended responses, and offer guidance through its new “auto-assist” mode. While the live agent remains in control, they can approve the Copilot’s suggestions, allowing it to handle much of the workload. Goehler noted, “If the agent wants to adjust something, they can do that, too. The AI continues to suggest steps and solutions.” This feature is particularly beneficial for companies facing high staff turnover, as it allows new agents to quickly adapt with consistent, high-quality guidance. Zendesk has also introduced Agent Copilot for Voice, making many of its capabilities accessible during customer calls. Agents will receive live call insights and relevant knowledge base content to enhance their interactions. Elsewhere at Zendesk 2024 has been a transformative year for Zendesk. The company has entered the workforce engagement management (WEM) market with acquisitions of Klaus and Tymeshift. This follows the integration of Ultimate, which laid the groundwork for the new Zendesk AI Agents and significantly enhanced the vendor’s conversational AI expertise. Additionally, Zendesk has developed a customer messaging app in collaboration with Meta, established a venture arm for AI startups, and announced new partnerships with AWS and Anthropic. Notably, Zendesk has gained attention for introducing an “industry-first” outcome-based pricing model. This move is significant as many CCaaS and CRM vendors, facing pressure from AI solutions that reduce headcounts, have traditionally relied on seat-based pricing models. By adopting outcome-based pricing, Zendesk ensures that customers only pay more when they achieve desired outcomes, addressing a key challenge in the industry. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

October 10, 2024in Data

08Oct

Veeam Latest Acquisition

Veeam continues its acquisition strategy with the purchase of Alcion, bolstering its capabilities in AI and as-a-service offerings. This acquisition follows Veeam’s investment in Microsoft 365 backup-as-a-service provider Alcion last year, and brings in a team of AI and security specialists. Analysts and Veeam executives see this move as a key step in expanding Veeam’s as-a-service offerings. Earlier this year, the company launched Veeam Data Cloud, a backup-as-a-service solution for Microsoft 365 and Azure workloads. “After years of resisting, Veeam has fully embraced the as-a-service model,” said Christophe Bertrand, an analyst at TheCube Research. Veeam Latest Acquisition The acquisition, which closed in mid-September, marks the second time Veeam has purchased a company founded by Niraj Tolia and Vaibhav Kamra. In 2020, Veeam acquired Kasten, their Kubernetes backup provider. A year ago, Veeam led a million funding round for Alcion, which has since developed AI-driven data protection solutions. Veeam has been active in acquisitions, joining a broader trend in the data protection market. Recently, Commvault acquired Clumio, Cohesity merged with Veritas, and Veeam itself bought Cirrus from CT4, which later became part of the Veeam Data Cloud. Earlier this year, Veeam also acquired Coveware, an incident response vendor. “Veeam hasn’t traditionally been an acquisition-heavy company, but that has changed in recent years,” said Rick Vanover, Veeam’s VP of product strategy. “I expect this trend to continue.” Alcion’s Role at Veeam This acquisition strengthens Veeam’s expertise in the fast-growing as-a-service market. Alcion’s team of fewer than 50 employees, including founders Niraj Tolia and Vaibhav Kamra, joins Veeam, with Tolia stepping in as Veeam’s new CTO. Tolia will lead product strategy and engineering for Veeam Data Cloud, succeeding Danny Allan, who recently became CTO at cybersecurity company Snyk. Alcion, which has hundreds of customers, will offer those customers the opportunity to transition to Veeam Data Cloud. However, Veeam has not finalized the future of Alcion’s product or established a timeline for its integration. “This acquisition brings incredible talent and thought leadership to Veeam, especially from Niraj and the Alcion team,” said Brandt Urban, Veeam’s senior VP of worldwide cloud sales. “Their expertise will help us rapidly enhance Veeam Data Cloud, adding more capabilities and expanding workload coverage.” Analysts, like Bertrand, expect Veeam to broaden its data protection offerings for additional SaaS platforms beyond Microsoft 365, looking toward collaboration and DevOps tools as potential areas for growth. AI and Security at the Forefront Alcion’s AI-powered features allow administrators to optimize backups, detect malware, and respond proactively to threats. According to Krista Case, an analyst at The Futurum Group, Alcion uses AI strategically to adapt backup schedules based on data modification patterns, trigger backups when potential threats are identified, and recommend the best recovery points. “When practitioners talk about cyber resilience, they’re focused on minimizing data loss and downtime—Alcion’s AI capabilities directly address these concerns,” said Case. Veeam has also been integrating AI into its existing products, offering inline malware detection and an Intelligent Diagnostics service. A forthcoming Copilot feature for Microsoft 365 backups will further enhance AI-driven data protection. Veeam Latest Acquisition “AI is a real asset when applied thoughtfully—it’s not just hype,” said Bertrand, adding that users are more interested in AI’s ability to drive outcomes, like detecting threats that could otherwise go unnoticed. Veeam executives echoed the importance of delivering clear, tangible AI benefits. “We keep user outcomes front and center because, otherwise, AI becomes an expensive experiment,” Vanover said. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

October 8, 2024in Data

28Sep

Salesforce Continues to Push the Boundaries of AI Innovation

In a strategic move to enhance its AI capabilities, Salesforce has announced the acquisition of Zoomin, a leader in unstructured data management solutions. This acquisition, expected to finalize in the fourth quarter of Salesforce’s fiscal year 2025, aligns with the company’s mission to dominate the enterprise AI landscape through its Agentforce platform. The acquisition further highlights Salesforce’s commitment to advancing AI-driven customer experiences and operational efficiency. Financial details of the transaction were not disclosed, but Salesforce confirmed that it would not affect previous earnings guidance. Previously, in discussions around Service Cloud’s push for Unified Knowledge, there were concerns about relying on partners like Zoomin. This acquisition addresses those concerns by filling a critical gap in Salesforce’s product offerings and adding new functionalities to Data Cloud. Strengthening Data Cloud for AI Zoomin’s technology will enhance Salesforce’s Data Cloud by providing improved support for managing unstructured data—a cornerstone of modern AI systems. This is a critical step in Salesforce’s AI strategy, particularly for the Agentforce platform, as it enables more comprehensive, context-aware AI capabilities. Rahul Auradkar, Salesforce’s EVP & GM of Unified Data Services & Einstein, stressed the importance of this acquisition. “Unstructured data is the key to unlocking AI’s full potential in customer interactions,” Auradkar said. “With Zoomin’s technology, we’re not just improving data management—we’re revolutionizing how AI agents understand and use information to deliver personalized experiences.” The integration of Zoomin’s Unified Knowledge technology directly addresses a key challenge in AI: managing and understanding unstructured data to create smarter AI agents. By strengthening its data foundation, Salesforce is positioning itself to deliver more sophisticated AI applications across its platform. Agentforce: A New AI Frontier Salesforce’s recently launched Agentforce platform aims to revolutionize enterprise AI with autonomous AI agents capable of advanced decision-making and task automation. By incorporating Zoomin’s technology, Agentforce will gain the ability to process and utilize unstructured data more effectively, setting it apart from competitors like Microsoft’s Copilot, which often requires significant user input and prompt engineering. The enhanced Agentforce platform will deliver a host of benefits, from improved customer service automation to more accurate sales forecasting and personalized marketing campaigns. By tapping into unstructured data, Salesforce is paving the way for AI-driven insights and actions previously unattainable with traditional approaches. A Natural Progression from Partnership to Acquisition Zoomin’s relationship with Salesforce began in 2018 as an AppExchange partner, followed by an investment from Salesforce Ventures in 2019. This acquisition marks a natural progression in their partnership, promising a smooth integration into Salesforce’s ecosystem. Zoomin CEO Gal Oron shared his enthusiasm: “Joining forces with Salesforce is a natural next step for us. Our shared vision is to make AI truly intelligent by giving it access to the vast amount of unstructured data that exists in enterprises. Together, we’ll help businesses unlock the full potential of their data and AI investments.” Implications Across the Business Spectrum The integration of Zoomin’s technology is expected to have broad implications, especially in customer service, where AI agents can use unstructured data to deliver more personalized and efficient responses. Beyond customer service, this technology is poised to impact sales, marketing, and overall business operations, enabling deeper insights into customer behavior and more targeted campaigns. Kishan Chetan, EVP and GM of Salesforce Service Cloud, highlighted the potential: “With Unified Knowledge, we’re not just improving AI—we’re transforming how businesses understand and serve their customers. Imagine AI agents that can grasp the full context of a customer’s history, preferences, and needs in real time. That’s the power we’re unlocking.” A Strategic Response to the AI Arms Race Salesforce’s acquisition of Zoomin comes amid an increasingly competitive enterprise AI landscape. By bolstering its embedded AI capabilities through strategic acquisitions, Salesforce is solidifying its position as a leader in enterprise AI, while addressing key challenges faced by rivals like Microsoft and Google. Zoomin’s expertise in processing large volumes of technical content and generating insights based on user behavior will be instrumental in helping Salesforce deliver cutting-edge, AI-driven solutions. These advancements will improve everything from customer service to digital transformation initiatives across industries. With this acquisition, Salesforce continues to push the boundaries of AI innovation, cementing its leadership in the rapidly evolving enterprise AI market. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

September 28, 2024in Agentforce Platform, Data, Enterprise, Google, Salesforce, Salesforce Service Cloud, Technology, Unified Knowledge

24Sep

Salesforce to Acquire Zoomin

Salesforce to Acquire Zoomin: Enhancing AI Capabilities with Unstructured Data Salesforce, the world’s leading AI CRM, has signed a definitive agreement to acquire Zoomin, a top data management provider specializing in unstructured data. This acquisition is a pivotal move that will strengthen Salesforce’s Data Cloud, empowering AI agents with more personalized, context-aware capabilities. With Zoomin’s technology, Salesforce’s Agentforce platform will gain new intelligence, allowing customers to build AI that delivers real-time, data-driven responses tailored to individual needs. The acquisition is expected to close in the fourth quarter of Salesforce’s fiscal year 2025, subject to customary closing conditions. “Proprietary unstructured data is powerful fuel our customers can use for AI agents and customer experiences,” said Rahul Auradkar, EVP & GM of Unified Data Services & Einstein at Salesforce. “Zoomin’s proven expertise and technology will accelerate Data Cloud’s innovation and enable our customers to get better value from Agentforce. This transaction underscores our commitment to help customers harness the value of all their data, offering contextual AI experiences backed by enterprise-leading trust controls.” Strategic Value of the Acquisition With the integration of Zoomin’s technology, Salesforce can unlock new use cases for customers across various touchpoints. For example, Service Cloud users will be able to automate service interactions by leveraging enterprise knowledge, enhancing the efficiency of Agentforce for service representatives. This integration will lead to faster issue resolution, increased customer satisfaction, and reduced operational costs. Zoomin’s ability to consolidate unstructured data from multiple sources will empower service teams with a comprehensive understanding of their customers, turning distributed knowledge into actionable insights. Zoomin’s CEO, Gal Oron, echoed this sentiment: “We’re both humbled and excited to join forces with Salesforce. As organizations accelerate their enterprise AI transformation, our joint mission is to support them and ensure AI doesn’t hit the data wall. As part of the #1 AI CRM, we’ll enable customers to leverage their existing enterprise data in ways they never thought possible.” A Long-Standing Partnership Zoomin has been a Salesforce AppExchange partner since 2018 and became a part of the Salesforce Ventures portfolio in 2019. Through this partnership, hundreds of Salesforce customers already use Zoomin’s unified knowledge platform to deliver intuitive customer experiences. This acquisition builds on that foundation, with Zoomin set to enhance Salesforce’s AI-driven platforms by making enterprise knowledge more accessible and usable for AI agents. Despite the significance of this acquisition, Salesforce noted that it would not result in any changes to its financial guidance provided in August 2024, and no further financial details will be disclosed. This move is part of Salesforce’s broader strategy to push deeper into AI-powered customer experiences, enabling customers to utilize the full potential of their data for more intelligent, personalized interactions across all channels. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

September 24, 2024in Agentforce Platform, Data, Enterprise, Salesforce, Technology, Unified Knowledge

18Sep

Pay Per Chat

Salesforce is launching its AI-powered Agentforce platform across its key clouds, including Sales, Service, Marketing, and Commerce. However, a significant question remains: Will enterprises be willing to pay $2 per conversation for Agentforce, especially without volume discounts? The introduction of Agentforce wasn’t unexpected, as CEO Marc Benioff has been discussing autonomous AI agents since the company’s second-quarter earnings call. Leading up to Dreamforce, Salesforce has consistently emphasized agentic AI, with Benioff previously hinting at the $2 per conversation pricing model. Agentforce is part of Salesforce’s ongoing effort to move beyond generative AI copilots to fully autonomous digital agents that can perform tasks independently. Much of this technology stems from Salesforce’s acquisition of Airkit.ai last year. Additionally, the company’s acquisition of Own highlights a strategic, smaller-scale approach to mergers and acquisitions. The core of Salesforce’s AI vision is a blend of human expertise and AI agents. While humans focus on relationship-building, industry knowledge, and goal-setting, AI agents will handle tasks like answering questions, scheduling meetings, and gathering information. Key features of Agentforce include: Pay Per Chat? Salesforce is unifying its clouds under a single platform, with Data Cloud as the common thread connecting Sales, Service, Marketing, Commerce, and Tableau. According to Constellation Research analyst Holger Mueller, the real story is the infrastructure behind the agents, which will drive innovation in the future of work by enhancing developer velocity and productivity. At Dreamforce, Salesforce also unveiled Einstein Sales Agents, including a Sales Development Representative (SDR) agent and a Sales Coach, designed to improve sales performance. Salesforce highlighted that agents, unlike traditional bots, are dynamic, outcome-driven, and capable of adapting to various situations. Beyond sales, the Agentforce lineup includes: Agentforce is poised to serve as the connective tissue, unifying Salesforce’s various clouds and driving value with ongoing innovations in Data Cloud and AI. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

September 18, 2024in Agentforce Platform, Generative AI, Mulesoft

10Sep

Salesforce Org Merge Risks

Managing Multiple Salesforce Instances: Challenges and Solutions For growing enterprises, managing multiple Salesforce instances can be a significant challenge. Each instance may house critical business data and processes, which often need to be consolidated, particularly during mergers, acquisitions, or different stages of Salesforce adoption. This consolidation is essential to reduce operating costs and enhance efficiency. Salesforce Org Merge Risks. Salesforce Org Merge Risks Overview Salesforce consolidation involves merging several instances into a single Salesforce organization. This process aims to improve operational efficiency, data visibility, and process standardization while minimizing the total cost of ownership. It may require setting up a new Salesforce organization to facilitate the merger. Typical Salesforce Consolidation Plan A comprehensive consolidation plan typically includes the following steps: Complexity and Benefits of Salesforce Consolidation While Salesforce consolidation offers significant benefits, such as improved efficiency and reduced costs, it is a complex process requiring careful planning and execution. Many companies partner with Salesforce experts, like Tectonic, to navigate the intricacies of consolidation successfully. Salesforce Org Merge Risks Risk 1: Under-Scoping Data Mapping, Migration, and Merging Risk 2: Overlooking Metrics, Measurements, and Reports Risk 3: Limiting Stakeholder Engagement and Change Management Conclusion While meticulous planning cannot guarantee a flawless Salesforce migration, it fosters communication among Salesforce, data, and business leaders, making challenges more manageable. Although managing and consolidating systems might seem straightforward, guiding people, processes, and data through the consolidation process is inherently complex and demanding. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

September 10, 2024in Salesforce Sales Cloud, Salesforce Service Cloud

10Sep

Salesforce and Tenyx

Salesforce has announced its acquisition of AI voice agent firm Tenyx, with the deal expected to close in the third quarter. While the financial terms have not been disclosed, Tenyx’s co-founders, CEO Itamar Arel and CTO Adam Earle, along with their team, will join Salesforce as part of the acquisition. This move comes after Salesforce, under pressure from activist investors, previously shifted away from acquisitions and increased its share buybacks following the dissolution of its mergers and acquisitions committee. However, the company is now pursuing strategic acquisitions to boost revenue growth. Conversational AI forthe Enterprise Tenyx Voice is an Interactive Virtual Agent (IVA) built from the ground up leveraging today’s modern AI stack. Built by a team with a proven track record in voice AI, and leveraging a unique core AI and voice platform, Tenyx promises to redefine customer interactions for the enterprise. Tenyx Voice is an Interactive Virtual Agent (IVA) built from the ground up leveraging today’s modern AI stack. Built by a team with a proven track record in voice AI, and leveraging a unique core AI and voice platform, Tenyx promises to redefine customer interactions for the enterprise. Industries and Use Cases If 2023 was the year of large language models (LLMs), 2024 is shaping up to be the year of voice agents. When ChatGPT made waves globally, startups, tech firms, and entrepreneurs rushed to discover business use cases for the new technology. The ideal applications targeted tasks that are costly, time-consuming, and hard to scale. Voice agents and automated customer service systems quickly emerged as one of the most promising solutions. However, many companies deploying these systems aren’t fully considering their impact on customers. That’s why Tenyx is launching its inaugural Voice AI Consumer Report. We surveyed hundreds of Americans across different age groups, races, geographies, and genders to better understand their preferences and experiences with AI-powered voice agents. Here are the key findings: What this means: Frustrating Calls Hurt Your Brand Imagine calling customer service for a quick solution, only to be met by an automated voice agent that can’t understand your request or handle complex issues. It’s a common and frustrating experience. Our data shows that nearly 7 in 10 people express frustration or annoyance with today’s automated voice agents—sentiments that can severely damage customer loyalty and business outcomes. “Our report highlights a major disconnect between consumer expectations and the performance of current automated voice agents,” says Itamar Arel, CEO of Tenyx. “While these systems promise efficiency and cost savings, they often fall short when it comes to addressing consumers’ nuanced needs.” Incomplete AI Systems Drive Customer Churn Subpar AI systems are driving customers away. Two-thirds of respondents said they wouldn’t return to a company after a negative experience with its AI voice agent. In fact, 67% still prefer interacting with human agents over automated ones. Why? Current AI voice agents struggle with complex issues and fail to provide the empathy and problem-solving skills that human agents, or more advanced AI systems, offer. Selective Deployment and Industry-Specific Agents Matter Our data shows that consumers are more accepting of voice agents in certain industries than others. Sectors like healthcare, restaurants, and telecoms saw the highest satisfaction with AI voice agents, while airlines, banking, and hotels ranked the lowest. This highlights the importance of selective deployment and tailoring voice agents for specific industries to better meet customer needs. Looking Ahead: The Promise of Perfect Automation Despite the skepticism, there’s hope. Two-thirds of respondents indicated they’d embrace automated voice agents if these systems could match the performance of human agents. This is exactly what we’re working on at Tenyx—building scalable, reliable AI agents that serve businesses and customers globally. “As leaders in voice AI technology, Tenyx is dedicated to closing the gap between consumer expectations and technological capabilities,” Arel says. “Our mission is to equip businesses with AI solutions that not only streamline operations but also boost customer satisfaction.” Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

September 10, 2024in Salesforce

07Sep

Salesforce to Enhance AI-Powered Tools With Tenyx

Salesforce to Acquire Tenyx, Enhancing AI-Powered Solutions Salesforce has announced its decision to acquire Tenyx, a California-based startup specializing in AI-driven voice agents. This acquisition aims to bolster Salesforce’s AI capabilities and further its commitment to enhancing customer service through innovative technology. The deal, set to close in the third quarter of 2024, will integrate Tenyx’s advanced voice AI solutions with Salesforce’s existing services. About Tenyx Founded in 2022, Tenyx has quickly established itself in various industries including e-commerce, healthcare, hospitality, and travel. The startup, led by CEO Itamar Arel and CTO Adam Earle, is renowned for developing AI voice agents that create natural and engaging conversational experiences. Salesforce’s Strategic Move This acquisition is part of Salesforce’s broader strategy to reinvigorate its growth and strengthen its AI capabilities. Following a year of focus on share buybacks and a reduction in acquisitions under pressure from activist investors, Salesforce is now pivoting to integrate cutting-edge technology. This move reflects a renewed emphasis on acquiring top-tier AI talent to drive innovation and maintain a competitive edge. Industry Context The acquisition aligns Salesforce with a growing trend in the tech industry, where major players like Microsoft and Amazon are also investing heavily in AI. Microsoft recently acquired talent from AI startup Inflection for $650 million, while Amazon brought in co-founders and employees from Adept. These strategic acquisitions highlight the escalating competition for AI expertise and tools. What This Means for Salesforce With Tenyx’s technology, Salesforce will enhance its AI-powered solutions, particularly within its Agentforce Service Agent platform. This integration aims to deliver more intuitive and seamless customer interactions, setting new standards in customer experience. Conclusion Salesforce’s acquisition of Tenyx is a strategic move to advance its AI-driven solutions and maintain its leadership in customer service technology. By integrating Tenyx’s innovative voice AI, Salesforce is positioned to redefine customer engagement and service standards. The deal is expected to close by the end of the third quarter of Salesforce’s fiscal year 2025, concluding on October 31, 2024, pending customary closing conditions. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

September 7, 2024in Salesforce, Technology

06Sep

Salesforce to Acquire Own

Salesforce is set to acquire data protection and management vendor Own Co. for approximately $1.9 billion in cash. This move aligns with Salesforce’s ongoing investment in artificial intelligence (AI) and its efforts to bolster cybersecurity amidst rising data security concerns. The San Francisco-based CRM giant expects to finalize the acquisition of Own by the fourth quarter of its fiscal year 2025, according to a company statement. Own, formerly known as OwnBackup, touts itself as the leading cloud data protection platform for Salesforce, serving around 7,000 customers with services such as data archiving, security, and analytics. He highlighted that Own’s expertise would enhance Salesforce’s data protection and management capabilities, reinforcing the company’s commitment to secure, end-to-end solutions. Sam Gutmann, CEO of Own, echoed the sentiment, stating that the acquisition would allow Own and Salesforce to drive innovation and secure data, particularly in highly regulated industries. Gutmann, who previously founded Intronis, has led Own’s growth since its establishment in 2015, with backing from investors like BlackRock and Salesforce Ventures. The acquisition is expected to strengthen Salesforce’s existing offerings, such as Backup, Shield, and Data Mask. Own, known for its data resilience platform, has raised over 0 million in funding and partnered with major tech players like ServiceNow and Microsoft Dynamics 365. The deal comes shortly after Salesforce announced plans to acquire Tenyx, an AI-powered voice agent startup, as part of its broader AI-driven strategy. Salesforce has shifted focus from larger acquisitions in recent years, prioritizing shareholder returns. However, this purchase reflects the company’s strategic shift towards enhancing its AI and data security solutions to maintain growth momentum. Salesforce anticipates that the Own deal will be accretive to free cash flow starting in the second year after the transaction closes, without affecting its current capital return program. This acquisition underscores Salesforce’s evolving focus on data protection, especially as AI adoption grows and data security becomes increasingly important. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

September 6, 2024in Einstein 1 Platform

04Sep

Five9 Cautious Forward Looking

Recently, Five9 reported its second-quarter FY24 results, revealing a strong performance for the period. However, the company’s cautious forward-looking guidance led to a significant drop in its stock price, which fell by over 25%. In response to queries about the conservative outlook, a Five9 spokesperson attributed the reduced 2024 revenue guidance—a 3.8% decrease—to macroeconomic headwinds. This cautious forecast stands in contrast to the more optimistic outlooks of Five9’s publicly traded peers. Economic factors such as global issues, talent shortages, AI uncertainty, and the upcoming election are influencing customers’ decisions on IT investments, which likely contributed to the reduced guidance. Additionally, sales execution challenges have prompted the company to take corrective measures. While Five9 might face unique challenges that other CCaaS providers do not, the full impact will become clearer in the next quarter. In response to these challenges, Five9 has taken steps to stabilize its operations, including promoting Matt Tuckness from VP of Global Customer Success to EVP of Sales and Customer Success. This move, described by leadership as promoting a “dedicated sales leader” with a decade of experience at Five9, aims to enhance sales execution. Scott Berg from Needham questioned the timing of the promotion, suggesting it might be a reaction to a single quarter’s results. Dan Burkland, Five9’s President, defended the decision, emphasizing that having a dedicated EVP of Sales is crucial for focusing on enterprise deals, especially given Five9’s efforts to grow its enterprise base. Five9 has also announced a 7% workforce reduction, affecting approximately 185 employees. This marks the company’s first layoff in its history, which is notable given its history of growth through acquisitions, such as the recent planned acquisition of Acqueon, a real-time revenue execution platform. Typically, acquisitions lead to headcount adjustments, but Five9 had managed to avoid such cuts until now. The company stated that the reduction was necessary to focus on profitable growth and long-term business resilience while continuing to serve global customers and innovate. Although layoffs are challenging, they are sometimes necessary for business adaptation. Many UCaaS and CCaaS providers expanded their workforces during the pandemic and later faced the need to trim excess staff as the market softened. Five9’s adjustment in headcount reflects changing market conditions. The acquisition of Acqueon is expected to accelerate Five9’s vision by integrating expertise in inbound and outbound communications to enhance personalized customer experiences across marketing, sales, and service. Acqueon will operate as a separate business unit within Five9, with plans to eventually integrate its brand into the larger Five9 brand. Overall, despite the quarter’s challenges, Five9 had a strong performance. It achieved a record-breaking billion ARR run rate for the first time, with total subscription revenue growing by 17%. The company maintains a robust balance sheet with over $1 billion in cash. The recent organizational changes, including new leadership and headcount adjustments, are indicative of Five9’s maturation and aim to return the company to its pattern of strong performance and growth. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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