Each company, Salesforce and ServiceNow, is contributing equally to the investment, which will be used to repurchase shares from existing equity holders. While that financial restructuring won’t directly impact small businesses, the strategic implications of these partnerships might.

Genesys Cloud, the company’s flagship platform, is gaining momentum fast. In the first quarter of its 2026 fiscal year, the platform reached nearly $2.1 billion in annual recurring revenue, representing over 35% year-over-year growth. Net revenue retention exceeded 120% for four straight quarters—an indicator that customers are not only sticking around but also spending more over time.

For small business leaders, this signals a maturing, AI-driven ecosystem that is expanding beyond large enterprise use. Solutions that were once only viable for big brands may soon become accessible to growing companies eager to deliver seamless service experiences without ballooning operational costs.

“Genesys is delivering long-term value to enterprises through end-to-end customer experience orchestration that can drive loyalty, grow revenue and reduce operating costs,” said Tony Bates, chairman and CEO of Genesys. “We’re proud to have the support of industry leaders like Salesforce and ServiceNow, and we believe this reflects growing momentum around agentic AI and the importance of connected, autonomous customer experiences.”

Agentic AI—a term gaining popularity—refers to systems that can act on behalf of humans in a purposeful, autonomous way. For small businesses, this could eventually translate into AI that anticipates customer needs, handles routine tasks, and even makes service recommendations—without constant human oversight.

David Schmaier, president and chief strategy officer at Salesforce, highlighted how the company plans to build on its relationship with Genesys: “This investment deepens our partnership with Genesys to deliver AI-assisted and agentic AI-powered customer experiences across every channel, from voice to digital.”

Similarly, ServiceNow emphasized its vision of integrated AI workflows. “Together, ServiceNow and Genesys are enabling businesses to deploy AI-based customer journeys that anticipate needs, personalize at scale and deliver measurable outcomes,” said Amit Zavery, president, chief product officer, and chief operating officer at ServiceNow.

Small business applications are already emerging from these partnerships. The CX Cloud solution, co-developed by Genesys and Salesforce, integrates customer experience tools with CRM systems to create unified customer and employee journeys. For small teams, this could mean less toggling between platforms and more time spent improving customer satisfaction.

Another collaborative offering, Unified Experience from Genesys and ServiceNow, consolidates communication channels and service workflows into a single AI-powered desktop interface. This kind of tool could be a game changer for SMBs that handle customer support across multiple platforms but struggle to maintain consistency.

The partnership’s emphasis on personalization at scale is particularly relevant for small businesses looking to stand out in competitive markets. By leveraging predictive and conversational AI tools, even lean teams could begin to deliver experiences that feel individualized—without the manual labor traditionally required.

However, integrating these kinds of systems comes with challenges. AI platforms like Genesys Cloud may require upfront investment, integration support, and training to implement effectively. Smaller companies will need to weigh the potential for long-term gains against their immediate capacity to adopt enterprise-grade tools.

The investment deal is expected to close by the end of Genesys’ fiscal year 2026, pending standard closing conditions. While the financial mechanics may not affect Main Street directly, the technology ecosystem that small businesses rely on is clearly shifting.

As Salesforce and ServiceNow double down on their AI-driven CX ambitions through Genesys, small businesses should begin evaluating where their customer experience strategies stand—and how ready they are to adopt the next wave of intelligent tools.

For more details on the announcement, visit the official press release: https://www.genesys.com/company/newsroom/announcements/genesys-announces-1-5-billion-investment-by-salesforce-and-servicenow.

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This article, "Salesforce Boosts AI Partnership with $1.5 Billion Genesys Investment" was first published on Small Business Trends

The cornerstone of Bluebirds’ technology is its agentic system, which simplifies the often cumbersome top-of-the-funnel prospecting. For small businesses that may not have extensive sales resources, this could mean less time wasted on tedious tasks and more focus on closing deals. With Salesforce integrating these capabilities into its Sales Cloud and Agentforce, users can expect a more automated pre-sales experience that drives productivity.

“Every sales team wants to spend less time on busywork and more time closing deals,” said Kris Billmaier, EVP and GM of Sales Cloud at Salesforce. The promise here for small business owners is clear: the AI-driven tools will help sellers become productive right from the start.

Rohan Punamia, CEO of Bluebirds, added to this vision, stating, “We started Bluebirds to help sales teams spend more time selling and less time stitching together disconnected tools.” By joining forces with Salesforce, Bluebirds aims to accelerate its mission of intelligent prospecting, making it easier for small businesses to tap into the resources they need without juggling multiple systems.

The integration is expected to close by the third quarter of Salesforce’s fiscal year 2026, pending customary closing conditions.

For small business owners, the practical applications of this acquisition are significant. First, automatic lead generation and qualification mean reduced manual labor for sales teams. Small businesses can harness this technology to focus on engaging leads that are more likely to convert into paying customers, thus increasing sales and overall profitability.

Moreover, the enhanced capabilities within the Salesforce platform could provide a competitive edge against larger players. Smaller firms can access sophisticated analytics and insights, enabling them to refine their sales strategies in real-time. Using AI to inform decision-making can be a particularly powerful tool for those who have not previously had access to such technology.

However, while the benefits are evident, small business owners should be aware of potential challenges. Depending on existing sales processes, the integration of new tools could require training and adjustment. Businesses need to consider the time and resources necessary to implement these changes without disrupting ongoing operations.

Data privacy is another consideration. As AI platforms analyze customer data, ensuring compliance with data protection regulations becomes vital. Small businesses must remain vigilant about how they use customer information, particularly in light of evolving privacy legislation.

Salesforce’s acquisition of Bluebirds marks a significant step towards smarter selling. Small business owners eager to take advantage of these AI-driven tools must prepare for a transition in their sales approach. By embracing technology designed to improve efficiency and profitability, they can position themselves favorably in a competitive market.

For those interested in exploring the full specifics of this development, further details can be found in the original press release from Salesforce at Salesforce News.

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This article, "Salesforce Boosts Sales Efficiency with Acquisition of AI Leader Bluebirds" was first published on Small Business Trends

The pressing challenges for sales representatives frequently involve navigating complex pricing structures and time-consuming manual tasks. A single error can derail a deal, causing delays and loss of revenue. As Meredith Schmidt, the Executive Vice President and General Manager of Revenue Cloud at Salesforce, succinctly puts it, “Salesforce CPQ helped usher in the second wave of revenue management by enabling recurring revenue at scale.” With Agentforce, Salesforce aims to deliver a third wave marked by enhanced speed, accuracy, and automation.

Agentforce allows sales representatives to generate tailored quotes simply by describing their needs. For instance, a user can request a quote by stating, “Quote 25 licenses with a 10% discount,” and receive an accurate, ready-to-send quote in seconds. This feature can significantly reduce the common hurdles of quote creation, seen in a 75% decrease in quoting time and an 87% reduction in clicks within Salesforce’s own sales team.

Small businesses, which often lack the robust systems of larger enterprises, can particularly benefit from Agentforce. By leveraging this tool, businesses can enhance their operational efficiency and speed up deal cycles. Bill Francy, President of Client Services at AdMed, Inc., shared, “We expect [Agentforce] to cut manual work, accelerate deal cycles, and get quotes to clients faster than ever. It’s not just about efficiency. It’s about unlocking more closed-won opportunities and scaling smarter.”

Beyond just quoting, Revenue Cloud’s enhanced Product Configurator allows sellers to manage intricate configurations, handling more than a thousand line items. This is particularly advantageous for small businesses that offer complex products. Traditional configuration tools require rigid rules and can lead to maintenance nightmares. However, Revenue Cloud employs a constraint-based logic engine, which offers flexibility and simplifies the configuration process.

Crucially, the API-first architecture of Revenue Cloud allows businesses to easily integrate various revenue channels. This feature could be a game-changer for small businesses, enabling them to streamline operations without needing extensive technical expertise. Businesses can deploy agents across platforms swiftly, adapting to changes in sales processes with ease.

Yet, as with any new technology, small business owners should consider potential challenges. The successful implementation of Agentforce and Revenue Cloud requires a solid understanding of how these systems interact with existing processes and workflows. Businesses may need to invest time and resources in training staff to use these tools effectively. The transition may also necessitate adjustments to current workflows, which could temporarily disrupt operations.

Salesforce’s move to embed this technology in channels like Slack means that team members can initiate, edit, and finalize quotes seamlessly without needing to switch between systems. This integration promotes collaboration and reduces the risk of errors. However, businesses must also ensure they maintain data security throughout the process, as sensitive customer information will flow through these systems.

In essence, with Agentforce for Revenue, Salesforce is providing small businesses with the opportunity to modernize their sales processes fundamentally. The potential to improve quote accuracy and speed could empower companies to secure new clients more effectively. As businesses navigate the ever-evolving landscape of revenue management, making informed decisions about adopting these technologies will be critical.

For further details, you can access the original press release here.

This article, "Salesforce Unveils Agentforce: Revolutionizing Quote Generation in Seconds" was first published on Small Business Trends

One of the standout features of Agentforce 3 is the new Command Center, which offers businesses a comprehensive observability solution. This enhanced visibility is critical as organizations increasingly depend on AI agents to perform routine tasks and improve human productivity. Small business owners can now track agent performance, gain insights into their operations, and adjust strategies accordingly.

Noteworthy statistics from early implementations underscore the platform’s effectiveness. For instance, 1-800Accountant managed to autonomously resolve 70% of its administrative chat engagements during the peak tax season, which proved invaluable in one of their busiest periods. Engine reported a 15% reduction in average customer case handle time, while Grupo Globo achieved a 22% boost in subscriber retention.

As small business owners juggle various roles, the ability to understand and manage AI agents through the Command Center could be a game-changer. The interface allows for live analytics on latency and error rates, offering real-time alerts when something goes awry. Leadership can measure adoption and feedback, identifying areas of strength and opportunities for improvement. “With Agentforce, we’ve unified agents, data, apps, and metadata to create a digital labor platform,” stated Adam Evans, EVP & GM of Salesforce AI. The clarity provided by these tools can help small business owners make informed decisions.

Another significant enhancement is the Command Center’s integration with existing tools. The platform employs the Model Context Protocol (MCP), enabling plug-and-play interoperability with over 30 partner services, including big names like AWS, Google Cloud, and PayPal. Small business owners can leverage these to enhance their AI agents’ functionalities—imagine using an AI assistant that can handle payments or manage customer queries across various platforms seamlessly.

The latest architecture also promises faster performance and lower latency, which may be crucial for businesses that rely on responsiveness. The ability to host large language models (LLMs) natively within the Salesforce ecosystem enhances accuracy while addressing compliance concerns—an ever-growing issue for many small enterprises.

While the opportunities seem ample, small businesses should also contemplate potential challenges. The transition to more advanced AI solutions may demand an investment in staff training or updated processes. Business owners must consider whether their current infrastructure can effectively support such integrations. Moreover, while open standards like MCP promote interoperability, they also raise questions regarding governance and control.

Furthermore, as companies like PepsiCo and UChicago Medicine implement these advancements, small businesses may find themselves faced with the challenging task of scaling AI capabilities while maintaining governance standards. The reliance on AI must be carefully managed to ensure a personalized customer touch is not lost amid automation.

As businesses continue to explore AI capabilities, solutions like Agentforce 3 offer practical applications that could significantly enhance operations. The combination of analytics, interoperability, and performance promises a pathway for small businesses to not just survive but thrive in increasingly competitive environments.

For more detailed information on these features and how your business can benefit from them, please refer to the original press release from Salesforce here.

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This article, "Salesforce Launches Agentforce 3" was first published on Small Business Trends

The key highlight is the introduction of the MuleSoft Model Context Protocol (MCP) and Agent2Agent (A2A) support. These capabilities empower organizations to transform existing applications and APIs into resources that AI agents can utilize. As Salesforce positions these features, they make it easier for companies to build multi-agent workflows that are efficient and secure while also maintaining rigorous governance.

A practical example of these tools in action is the ability to automate IT issue resolution. For instance, if a critical error occurs on a server, an observability agent can detect this issue. The agent then communicates with a specialized triage agent to diagnose the problem by querying a knowledge base, identifying potential fixes, and directing a remediation agent to restart services—all while keeping stakeholders informed on platforms like Slack. This efficient orchestration not only enhances customer experience but also frees IT teams to focus on strategic initiatives.

For small business owners, the enhancements in MuleSoft can be transformative. According to Andrew Comstock, SVP and GM of MuleSoft at Salesforce, “MuleSoft’s agent orchestration marks the next evolution in enterprise integration.” This evolution means that small businesses can achieve a competitive advantage through smarter resource management and improved service delivery.

The new tools reduce the complexity often associated with AI adoption. By enabling APIs to be agent-ready with just a few clicks, smaller organizations that may lack extensive IT departments can engage with advanced AI technologies more readily. The generative AI tools in MuleSoft’s Integrated Developer Environment (IDE) further ease this journey. These are designed to help developers build integrations quickly through natural language prompts, effectively allowing owners to ramp up API development without in-depth coding expertise.

However, while these features present an array of benefits, small business owners should be aware of potential challenges. As adoption of AI escalates, the complexity of technology systems can grow, with many businesses citing integration as a substantial hurdle to realizing AI’s full potential. A staggering 95% of IT leaders have identified integration as a significant barrier to effective AI deployment.

With the integration landscape rapidly changing, small businesses may need to invest time and resources into understanding these new capabilities and how they fit within their existing systems. If not managed properly, the proliferation of AI agents could lead to silos or miscommunication between systems, undermining the advantages that AI can offer. Governance also becomes crucial; ensuring that these agents operate securely and effectively is paramount, particularly in compliance-sensitive sectors.

Ultimately, Salesforce’s new MuleSoft capabilities are paving the way for companies, regardless of size, to take advantage of AI-driven workflows that streamline operations and enhance service levels. As businesses continue to navigate the complexities of technology integration, the availability of these tools gives small enterprises the ability to engage with powerful AI capabilities while keeping their operations cohesive and manageable.

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This article, "MuleSoft Unveils New AI Tools to Enhance Business Efficiency and Security" was first published on Small Business Trends

AI is no longer merely an optional tool—it’s becoming an essential component for driving business results. “Empowering every employee with AI isn’t just an advantage—it’s a strategic imperative for driving customer success,” said Salesforce. By investing in these new features, small business owners can expect to enhance productivity and make informed decisions more swiftly.

The new offerings include updates to Agentforce, Customer 360 Apps, and Slack, simplifying the implementation of AI into daily operations. Here are the key benefits that small business owners can expect from these enhancements:

With the launch of Agentforce add-ons and Agentforce 1 Editions, businesses will have access to unlimited generative AI usage. This functionality allows employees to leverage AI tools without the restrictions of usage caps. Small businesses should note that the starting price for these add-ons is $125 per user per month, making it a cost-effective option for those looking to maximize efficiency.

Additionally, the Agentforce platform comes equipped with templates specific to various roles and industries. For example, businesses in the financial sector can utilize a banking service assistant template, while those in healthcare may benefit from a patient services template. This customization enables small businesses to quickly implement solutions tailored to their sectors, potentially accelerating their time to value.

AI-powered analytics, especially with tools like Tableau Next, will facilitate data-driven decision-making across teams. Small business owners can use these insights to respond more effectively to customer needs and market conditions, creating a competitive edge in their respective fields.

However, small business owners should prepare for some upcoming changes. On August 1, 2025, pricing for the Enterprise and Unlimited Editions of key Salesforce products will increase by an average of 6%. While the cost may reflect the continuous innovation within Salesforce’s offerings, businesses must evaluate whether the increased investment aligns with their growth strategies.

There are also updates to Slack plans, with new AI features that will be available to all paid plans. For instance, Slack now allows businesses to deploy multiple employee-facing AI agents, enhancing collaboration and communication. The Business+ plan pricing has been adjusted to $15 per user per month, and an Enterprise+ plan that includes upgraded security features has been introduced. For those wanting to connect their work seamlessly, Salesforce channels in Slack will allow for real-time conversations about customer data, accessible both in Slack and Salesforce.

While these enhancements offer significant benefits, small business owners should weigh the practicality of implementing such technologies amidst tight budgets and resource constraints. The initial investment in AI tools may seem daunting, particularly for those hesitant about adopting new technologies.

All newly updated prices and options are readily available on Salesforce’s pricing page. Small business owners are encouraged to explore these offerings and consult with their Salesforce account representatives to tailor the solutions to their unique needs.

Salesforce’s commitment to facilitating innovation for all businesses creates opportunities for small companies to leverage advanced tools typically reserved for larger organizations. As AI technology continues to evolve, early adoption might just be the key to a small business’s success in an increasingly competitive market.

For more detailed information, refer to the original Salesforce press release.

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This article, "Salesforce Unveils New Pricing Plans to Boost Small Business Growth" was first published on Small Business Trends