Vendor Technology Notes

With 25+ years' experience evaluating, comparing, and recommending software, our expert analysis and verified user data combine for a uniquely trustworthy perspective on enterprise software.

Latest Technology Notes

Verint Engage 2026 Presents the “New Verint,” Moving From CX Automation to Agentic Workforce Orchestration

Verint Engage 2026 showcased the “new Verint” under Thoma Bravo ownership: a combined Verint-Calabrio organization repositioning from CX workflow automation toward agentic workforce orchestration. Agent Factory, open ecosystem messaging, and customer ROI proof points strengthen the story, but buyers should scrutinize roadmap clarity, platform convergence, and whether Verint fits their CX operating model.

Communications & Collaboration

Salesforce Is Putting Deflection-Era Customer Service on Notice

Salesforce is repositioning Agentforce Service around customer resolution rather than case deflection. Its announcements include Agentforce Help Agent, $2 resolution pricing, and a redesigned Service Portal experience, giving buyers a clearer way to evaluate service AI. This research examines what changed, why the pricing model matters, and what IT leaders should validate before scaling their Agentforce investment.

Artificial Intelligence (AI)