The Latest BIG News from Microsoft, Salesforce, SAP, & Talkdesk

It’s been different engaged week for nan customer acquisition and work space, pinch large announcements from Microsoft’s Ignite 2024 event, a important acquisition from Salesforce, and different important announcement unifying CCaaS and CRM solutions.

Here are extracts from immoderate of our astir celebrated news stories complete nan past 7 days.

Microsoft’s Autonomous Agents Are Now Available In Public Preview

Microsoft has announced a nationalist preview of its agentic AI.

Announced astatine Microsoft Ignite 2024, nan preview will let customers to trial pre-configured agents and envision really to build their ain via Copilot Studio.

Microsoft’s autonomous agents harvester different types of AI – including generative AI (GenAI) – to mechanize tasks without a quality successful nan loop.

Copilot still acts arsenic a virtual assistant. However, autonomous agents adhd different furniture to that strategy, completing tasks pinch quality oversight but without quality input.

“We’re helping each statement standard that effect connected ROI by transforming business processes pinch agents built-in Copilot Studio,” confirmed Frank X. Shaw, Chief Communications Officer astatine Microsoft.

It’s our imagination to empower each worker pinch a copilot and a squad of agents moving pinch them and connected their behalf.

As portion of Microsoft’s vision, those autonomous agents whitethorn collaborate to automate much analyzable processes that transverse departments (Read on…).

Microsoft & SAP Make Copilot & Joule Co-Operative

Microsoft and SAP person confirmed plans to merge their virtual assistants.

Having initially been teased during SAP Sapphire successful June, nan integration besides featured arsenic a cardinal talking constituent astatine Microsoft Ignite 2024.

Indeed, during nan event, nan companies are moving demo previews of nan integrated offering.

The collaboration will let customers to usage either nan 365 Copilot aliases Joule arsenic their predominant virtual adjunct crossed integrated Microsoft-SAP environments.

Meanwhile, it will besides harvester their capabilities.

As such, users whitethorn complete tasks and entree insights and information crossed some SAP’s and Microsoft’s platforms, without switching betwixt applications.

For example, Microsoft 365 users tin usage Copilot to entree SAP tasks and data, while SAP users tin leverage Joule to merge Microsoft 365 accusation and workflows (Read on…).

Salesforce Completes Its Own Company Acquisition, Ignites Ownership vs. Partnership Debate

Salesforce has completed nan acquisition of Own Company.

Having initially been announced successful September, nan $1.9BN woody is now complete.

The roll-up marks Salesforce’s astir costly acquisition since Slack for $28BN successful 2021.

As a master successful SaaS information backup, management, and betterment solutions, Own will beef up Data Cloud’s information and protection posture.

According to Steve Fisher, President and GM of nan Sales Einstein 1 Platform and Unified Data Services, this has “never been much critical.”

However, nan move has divided nan customer acquisition community.

While immoderate position it arsenic a shrewd pickup that aligns good pinch Salesforce’s attraction connected being viewed arsenic a information institution – particularly erstwhile you see that Own was weighted astatine $3.35 cardinal a fewer short years agone – others person questioned nan determination to prosecute ownership alternatively than business (Read on…).

Talkdesk Introduces an Offering That Embeds CCaaS Tools Into CRM Platforms

Talkdesk has announced plans to embed elements of its CCaaS level wrong third-party CRM and helpdesk systems.

It will do truthful via a caller offering: Talkdesk Embedded.

Talkdesk Embedded serves up no-code and low-code devices that let businesses to insert aspects of its Workspace, Conversations, and Copilot apps into nan systems “agents astir often usage successful interaction centers.”

These see systems offered by nan likes of Salesforce, ServiceNow, Dynamics, Pega, Oracle, and Zendesk, pinch Talkdesk claiming that nan move will thief simplify supplier experiences.

Such an offering will chiefly entreaty to strategy integrators (SIs). After all, if an SI has to build a civilization interaction halfway application, they tin embed Talkdesk into that, making it a elastic solution for various needs.

In doing so, Talkdesk finds caller ways to present its exertion and prosecute pinch a broader prospective customer base.

Talkdesk’s expertise to rotation up specified an offering besides speaks to its agile, cloud-native CCaaS foundation. This is besides evident successful its differentiative manufacture innovation.

Yet, possibly astir notably, nan latest invention chimes pinch a larger inclination of CRM and CCaaS convergence (Read on…).