ISG Software Research Analyst Perspectives

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for Topic: Service Management

Salesforce Puts Context at the Center of the AI/CX Stack

Posted by Keith Dawson on 08 October 2026

Dreamforce is usually a performative exercise, one in which Salesforce uses the gathering to solidify messaging around products that act as tentpole explanations of its strategy, even if many of those announced products aren’t going to be GA for the better part of a year. This year was markedly different. Product announcements were less flashy, but potentially far more consequential to the... Read More

Topics: Analytics, Contact Center, Dreamforce, Customer Experience Management, Generative AI, Customers and CX - Business & Technologies, AI and Machine Learning, Service Management, Context, Agentic

Vonage Finds an Alternate Route to CCaaS

Posted by Keith Dawson on 28 May 2026

The contact center market is no longer organized around the same buying logic that defined it for decades. While enterprises still need routing, workforce tools, quality management, analytics and reliable voice infrastructure, those capabilities have become table stakes. A more important question is whether the contact center can operate as part of a broader customer engagement system via... Read More

Topics: Contact Center, CPaaS, Customers and CX - Business & Technologies, Collaboration and Communication, Service Management