{"id":74444,"date":"2025-10-03T09:00:10","date_gmt":"2025-10-03T08:00:10","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=74444"},"modified":"2025-10-19T10:09:23","modified_gmt":"2025-10-19T09:09:23","slug":"the-latest-big-news-from-cisco-salesforce-accenture","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/the-latest-big-news-from-cisco-salesforce-accenture\/","title":{"rendered":"The Latest BIG News from Cisco, Salesforce &#038; Accenture"},"content":{"rendered":"<p data-start=\"340\" data-end=\"575\">From AI contact centers at WebexOne 2025 to who is most likely take the head of the table in CX, here are extracts from some of this week\u2019s most popular news stories.<\/p>\n<h2 class=\"mt-0 mb-20\"><a href=\"https:\/\/www.cxtoday.com\/contact-center\/cisco-doubles-down-on-ai-powered-contact-center-at-webexone-2025\/\">Cisco Doubles Down on AI-Powered Contact Center at WebexOne 2025<\/a><\/h2>\n<p data-start=\"340\" data-end=\"575\"><strong data-start=\"340\" data-end=\"357\">San Diego, CA<\/strong>\u00a0\u2014 At WebexOne 2025 this week, Cisco unveiled a series of major enhancements to its customer experience portfolio, pushing deeper into AI-powered quality management, agent assistance, and cross-industry integrations.<\/p>\n<p data-start=\"577\" data-end=\"778\">The announcements underscore Cisco\u2019s strategy to position Webex Contact Center as a platform where\u00a0<strong data-start=\"676\" data-end=\"724\">AI agents and human agents work side by side<\/strong>\u00a0\u2014 with supervisors given the tools to oversee both.<\/p>\n<blockquote>\n<p data-start=\"780\" data-end=\"1062\">AI is the key to delivering amazing customer experiences at scale<\/p>\n<\/blockquote>\n<p data-start=\"780\" data-end=\"1062\">Said Jeetu Patel, President and Chief Product Officer at Cisco. \u201cAs AI and human agents increasingly collaborate, businesses need platforms designed to deliver quality experiences while moving faster than ever.\u201d<\/p>\n<h3 data-start=\"1069\" data-end=\"1125\">AI Quality Management: Coaching Humans and Machines<\/h3>\n<p data-start=\"1126\" data-end=\"1281\">Launching in early 2026,\u00a0<strong data-start=\"1151\" data-end=\"1187\">Webex AI Quality Management (QM)<\/strong>\u00a0gives supervisors a unified view across their workforce \u2014 whether it\u2019s people or AI agents.<\/p>\n<p data-start=\"1283\" data-end=\"1366\">Unlike traditional tools that focus on compliance, Cisco says AI QM will deliver:<\/p>\n<ul>\n<li data-start=\"1369\" data-end=\"1417\"><strong data-start=\"1369\" data-end=\"1392\">AI-assisted scoring<\/strong>\u00a0and real-time insights<\/li>\n<li data-start=\"1420\" data-end=\"1464\"><strong data-start=\"1420\" data-end=\"1445\">Personalised coaching<\/strong>\u00a0for human agents<\/li>\n<li data-start=\"1467\" data-end=\"1527\"><strong data-start=\"1467\" data-end=\"1511\">Performance optimisation recommendations<\/strong> for AI agents <a href=\"https:\/\/www.cxtoday.com\/contact-center\/cisco-doubles-down-on-ai-powered-contact-center-at-webexone-2025\/\">(Read on&#8230;)<\/a><\/li>\n<\/ul>\n<h2 class=\"mt-0 mb-20\"><a href=\"https:\/\/www.cxtoday.com\/ai\/salesforce-axes-search-in-favor-of-agentforce-users-push-back\/\">Salesforce Axes Search In Favor of Agentforce, Users Push Back<\/a><\/h2>\n<p class=\"mt-0 mb-20\"><span style=\"font-size: 16px;\">CRM giant Salesforce is facing criticism from its own customers and community members after it quietly removed the search bar from its online help pages.<\/span><\/p>\n<p>The previous search function has been replaced with the AI-powered Agentforce assistant.<\/p>\n<p>The move has sparked a backlash with users calling for the return of the classic search functionality.<\/p>\n<p>Previously, users on the Salesforce Help site could use the search bar to type keywords, filter by topic, and drill down to quickly find documentation, knowledge articles or troubleshooting resources.<\/p>\n<p>That option is now gone. The only way to access information is to interact with the conversational AI assistant that must understand the user\u2019s question, interpret it and generate an answer on the fly.<\/p>\n<p>Complaints quickly sprang up online in response to the change, with users reporting that Agentforce, while promising in theory, is often slower to deliver what index-based search used to serve up instantly. It may misunderstand queries, hallucinate incorrect answers, or require more back-and-forth conversation to narrow down results.<\/p>\n<p>Users on Reddit noted that Salesforce \u201ckilled simple access to the case creation form\u201d recently and see this as the next step in its agentic AI push<a href=\"https:\/\/www.cxtoday.com\/ai\/salesforce-axes-search-in-favor-of-agentforce-users-push-back\/\"> (Read on&#8230;)<\/a><\/p>\n<h2 class=\"mt-0 mb-20\"><a href=\"https:\/\/www.cxtoday.com\/ai\/accenture-lays-off-11000-staff-as-part-of-ai-reskilling-strategy\/\">Accenture Lays Off 11,000 Staff as Part of AI Reskilling Strategy<\/a><\/h2>\n<p><span data-contrast=\"auto\">Accenture has laid off over 11,000 members of staff as part of a restructuring program.<\/span><\/p>\n<p>The company\u2019s 791,000 employees has been cut down to 779,000 in the past three months, and Accenture might not be done yet.<\/p>\n<p>With AI continuing to dominate the tech space,<span data-contrast=\"auto\">\u00a0the IT consulting group has introduced AI training for staff to keep up with this new era of technology.<\/span><\/p>\n<p><span data-contrast=\"auto\">Accenture has warned staff who cannot keep up with the new training could join the thousands already laid off.\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In a\u00a0<a href=\"https:\/\/www.ft.com\/content\/a74f8564-ed5a-42e9-8fb3-d2bddb2b8675?shareType=nongift\">discussion with analysts<\/a>,\u00a0<strong>Accenture CEO Julie Sweet<\/strong>\u00a0provided further insights into the restructuring<\/span><span data-contrast=\"auto\">:<\/span><\/p>\n<p><span data-contrast=\"none\">\u201cWe are exiting on a compressed timeline people where reskilling, based on our experience, is not a viable path for the skills we need.<\/span><\/p>\n<p><span data-contrast=\"auto\">We are investing in upskilling our reinventors, which is our primary strategy. Those we cannot reskill will be exited.<\/span><\/p>\n<p>Indeed, Accenture followed this announcement with the news that it is set to acquire Aidemy Inc, a reskilling specialist.<\/p>\n<p>In doing so, the company is looking to strengthen its own reskilling and learning service, LearnVantage, and seemingly double-down on its commitment to fully embracing AI <a href=\"https:\/\/www.cxtoday.com\/ai\/accenture-lays-off-11000-staff-as-part-of-ai-reskilling-strategy\/\">(Read on&#8230;)<\/a><\/p>\n<h2 class=\"mt-0 mb-20\"><a href=\"https:\/\/www.cxtoday.com\/contact-center\/ccaas-market-set-to-triple-by-2030-but-who-will-bear-the-crown\/\">CCaaS Market Set to Triple by 2030 \u2013 But Who Will Bear The Crown?<\/a><\/h2>\n<p>The global market for Contact Center as a Service (CCaaS) is entering a period of rapid expansion.<\/p>\n<p>Valued at just over $3.6 billion in 2023, industry analysts at Maximise Market Research predict it will soar to $11.4 billion by 2030, growing at a compound annual growth rate of 17.8 percent.<\/p>\n<p>For contact center leaders, the takeaway is clear: cloud-based platforms are no longer a niche option.\u00a0They are fast becoming the default architecture for organizations that want to meet rising customer expectations without the burden of maintaining complex on-premises systems.<\/p>\n<h3><strong>Why the Market is Surging<\/strong><\/h3>\n<p>CCaaS offers enterprises the ability to unify customer interactions across voice, email, chat, and social media on a single platform.<\/p>\n<p>With demand for frictionless, personalized experiences only increasing, these solutions have become vital for organizations that want to stay competitive.<\/p>\n<p>At the same time, the rise of remote and distributed workforces has accelerated the move to the cloud. AI and automation are being woven into the core of modern platforms, enabling contact centers to reduce response times and provide agents with real-time assistance.<\/p>\n<h3><strong>The Heavyweights Driving Growth<\/strong><\/h3>\n<p>So far, the momentum is largely in the hands of a small group of dominant vendors.\u00a0<strong>Genesys, NICE, AWS, Five9, and Talkdesk<\/strong>\u00a0are the players\u00a0<a href=\"https:\/\/www.cxtoday.com\/contact-center\/gartner-magic-quadrant-for-contact-center-as-a-service-ccaas-2025-the-rundown\/\">most frequently highlighted<\/a> by Gartner and other research firms as the clear leaders <a href=\"https:\/\/www.cxtoday.com\/contact-center\/ccaas-market-set-to-triple-by-2030-but-who-will-bear-the-crown\/\">(Read on&#8230;)<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>From AI contact centers at WebexOne 2025 to who is most likely take the head of the table in CX, here are extracts from some of this week\u2019s most popular news stories. Cisco Doubles Down on AI-Powered Contact Center at WebexOne 2025 San Diego, CA\u00a0\u2014 At WebexOne 2025 this week, Cisco unveiled a series of [&hellip;]<\/p>\n","protected":false},"author":11151,"featured_media":57670,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850,62063,62064],"class_list":["post-74444","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","category-marketing-sales-technology","category-service-management-connectivity","tag-agentic-ai","tag-agentic-ai-in-customer-service","tag-ai-agents","tag-artificial-intelligence","tag-automation","tag-autonomous-agents","tag-big-cx-news","tag-ccaas","tag-crm","tag-quality-management","brands_to_track-accenture","brands_to_track-cisco-webex","brands_to_track-salesforce","editorial_type-news","intent-loyalty","target_audience-dual"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The Latest BIG News from Cisco, Salesforce &amp; Accenture - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers news including Agentic AI, Agentic AI in Customer Service\u200b, AI Agents, Artificial Intelligence, Automation, Autonomous Agents, BIG CX News, CCaaS, CRM, Quality Management and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/contact-center\/the-latest-big-news-from-cisco-salesforce-accenture\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Latest BIG News from Cisco, Salesforce &amp; Accenture\" \/>\n<meta property=\"og:description\" content=\"CX Today covers news including Agentic AI, Agentic AI in Customer Service\u200b, AI Agents, Artificial Intelligence, Automation, Autonomous Agents, BIG CX News, CCaaS, CRM, Quality Management and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/contact-center\/the-latest-big-news-from-cisco-salesforce-accenture\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-10-03T08:00:10+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-10-19T09:09:23+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/02\/Big-CX-News.gif\" \/>\n\t<meta property=\"og:image:width\" content=\"856\" \/>\n\t<meta property=\"og:image:height\" content=\"431\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/gif\" \/>\n<meta name=\"author\" content=\"Francesca Roche\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Francesca Roche\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/the-latest-big-news-from-cisco-salesforce-accenture\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/the-latest-big-news-from-cisco-salesforce-accenture\/\"},\"author\":{\"name\":\"Francesca Roche\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/e8b82820f8a36a1d01070ac1711b1087\"},\"headline\":\"The Latest BIG News from Cisco, Salesforce &#038; 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