Kathleen Warren

👀 Important Message: Salesforce has announced that the legacy Agentforce Service Voice Integration (also known as OpenCTI) is officially heading toward end-of-life for all Agentforce Service users with CTI connectors. While many may view this as a technical challenge, it presents a unique opportunity to transform your service model. Sticking with outdated telephony systems is now not just a maintenance risk; it creates barriers to future advancements. By migrating now to Salesforce Voice, you are not merely upgrading; you are establishing a foundation for: 1️⃣ Real-time AI: Utilizing automated call summaries and proactive recommendations, allowing your team to shift from firefighting to driving impact. 2️⃣ One Screen: Eliminating the "tech spaghetti" to provide your agents with a comprehensive 360° view. 3️⃣ Agentforce Voice: Implementing autonomous agents that sound human but with the human in the loop. 💡 Extra Bonus - As Service Cloud Voice now evolved to Salesforce Voice, you now can also include your sales and other teams in the mix too! To facilitate this transition, we have developed at Codux a Salesforce Voice Accelerator designed for a pragmatic and swift migration. Don’t wait until February 2028 to realize you’re falling behind. Are you planning your migration strategy yet, or are you waiting for the deadline to start the conversation? Let’s discuss in the comments or reach out via DM on the Accelerator! https://lnkd.in/exR2arMa

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Today at Dreamforce 2025, Salesforce announced that leading specialty retailer Williams-Sonoma, Inc., is leveraging Agentforce to build and deploy AI agents to bolster customer service and enhance shopper experiences.

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You would not call rolling out Salesforce your sales strategy. Yet that is what most enterprise AI plans look like right now. A focused effort on getting white-collar employees access to Copilot or Claude, with light-touch training and templated CLAUDE.md files, a few automation pipelines, and some AI features from existing tech vendors. Super useful, with real efficiency gains. But only scratching the surface of what the technology can bring, and hyper-focused on employee efficiency. It is not a strategic effort. Mostly a procurement and licensing decision. Real value comes from changing business processes, driving growth through technology, and shifting how decisions get made. Is employee efficiency actually your biggest strategic pillar right now?

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In the latest episode of the ServiceNow story, Jim is puzzled by why his customer service queue suddenly shrank. Patty explains that when one platform orchestrates all your AI, real business transformation can finally happen. We created this cast of characters, including the boss played by Idris Elba, to show how the ServiceNow platform puts AI to work for people in ways you can actually see and feel at work. Give it a watch. Let me know what lands. And what you’d do at your office with all that time back.

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Talent is everywhere, but opportunity is not. The Workday Foundation partners with Generation to help close the skills gap, connecting untapped talent with career-launching opportunities. Carrie Varoquiers shares how we're building the skilled workforce of tomorrow: https://bit.ly/48hqxCM #TeamWDAY

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How are you managing SaaS + Consumption? Heather Taylor transformed the Sales Operations process at Tipalti, listen to her experience with DealHub.io "We decided to look for a CPQ to give us more visibility and automation, better tracking, better control. We looked at Oracle and Salesforce CPQ, but what stood out about DealHub was how quickly we could manage it ourselves without relying on another team." Key results for Tipalti: 👉 3X faster time-to-value (than alternative vendors) 👉 90% faster approval turnaround 👉 75% reduction in admin workload Read the full story here -- https://lnkd.in/d8J8Z2cp #Cosnumption #SaaS #EnterpriseSales #FlexibleCPQ

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Zendesk has signed a definitive agreement to acquire Forethought, which will take #ZendeskAI's ability to learn from every interaction and will amplify it across every channel and platform. Read more: https://lnkd.in/gNVWqWMe

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Boomi customers have driven a 10X surge in AI agent deployments, powering 50,000+ agents worldwide. 🌍 Agentic AI is here, and Boomi is making it real. See how leaders like Lexitas, SPIE, and Avalara are scaling fast: http://spklr.io/6041BKEiV #TeamBoomi

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Great to see this, great product. For those not familiar, Spiff is a real-time incentive compensation platform that replaces manual commission processes with full transparency and live performance visibility. The real value is turning compensation into a lever to drive behaviour, not just a back-office function. If you’re running complex or global sales teams, this is definitely worth a look.

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Today, Sigma announced $80M Series E funding at a $3B valuation—with new investors including Princeville Capital, Databricks Ventures, ServiceNow Ventures, and Workday Ventures. This news comes on the heels of other Sigma milestones: - $200M ARR surpassed in April - >100% YOY growth in the last fiscal year - Sigma Agents became the fastest-adopted product in company history As our CEO Mike Palmer puts it, "Customers vote with their dollars, and they are voting for Sigma.” https://lnkd.in/gRsD8t7s

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Bhavin Shah and the Moveworks team built a conversational AI experience employees genuinely love. Bringing them into ServiceNow was about pairing that strength with the workflows that power the enterprise. What we’re building alongside him is now called ServiceNow EmployeeWorks. I can’t wait to see the impact for our customers when conversational AI is connected directly to the workflows that run the business. More here: https://lnkd.in/e-WPij-w #PutAItoWorkforPeople

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🚨 Big news! We've launched Agent Fabric to enable businesses to manage and govern their growing number of AI agents.🚨 We're tackling "agent sprawl" by providing a single platform to register, orchestrate, and monitor AI agents from multiple vendors. It's a game-changer for securely scaling AI and ensuring compliance. Agent Fabric makes AI safer and more manageable. Key capabilities: 1️⃣ Centralised platform to manage all AI agents 2️⃣ Ensures governance and security at scale 3️⃣ Orchestrates multi-agent workflows To learn more, read here: http://bit.ly/4ni5wfM #MuleSoft #Salesforce #AI #Integration #EnterpriseAI #AgentFabric

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For the right use case, AI can be truly dynamic... for a broad stroke implementation, you can see big failures. Drive down the scope of AI for specific sales motions and test, test, test...

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For years, Salesforce and F1 have partnered to redefine fan engagement. Today, we’re taking it to the next level with the launch of Your Tech Director, F1’s new AI fan companion agent. Drive on over to learn how Agentforce and Data 360 bring it to life: https://lnkd.in/euQtmHJ2

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Not a short watch, but this is a great deep dive “Salesforce on Salesforce” on how we use Data Cloud internally to drive revenue and efficiencies.

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Imagine your sales, service and operations team all being able to work from the same set of well defined, configurable product, pricing and fulfilment services. Add some common sense dashboards and drop AI on top and watch the deal velocity soar while making life so much easier for the rev ops team. Probably sounds too good to be true, right? :) Revenue Cloud is the perfect illustration of why your AI needs to be delivered as part of a trusted, customer focused platform like Salesforce.

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For Dal Sidhu, Head of Global Sales Compensation at Zoom, the difference is simple: Xactly listens. By taking the time to truly understand his team’s challenges, Xactly puts the customer first and delivers innovative technology to solve real problems. And when it comes to what’s next? Dal is especially excited about what Xactly will do with AI. http://spklr.io/6048D4rdq

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Salesforce Director of Strategic Technology Partner Sales, Mark Zoroya, discusses our latest announcement, Five9 Fusion for Salesforce. This offering combines Five9’s real-time system of action with Salesforce’s #1 AI CRM to help businesses deliver better customer experience, hyper-personalized self-service, and achieve smarter results with a future-ready foundation. #PartnerPowered #CustomerExperience #CRM #AI

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