Contracts

CX Dive: Salesforce, Dialpad and Five9 each bought an AI vendor in one week, and an analyst says to reread your contracts

CX Dive reports that Salesforce said it is buying Cresta, Dialpad is buying Ada and Five9 is buying Level AI, all in one week. Infotech's Terra Higginson tells the outlet buyers should check what their contracts say about customer data, the feature roadmap and support, and that going deeper into one vendor's platform makes leaving harder and costlier.

Why it matters If your contact centre runs Cresta, Ada or Level AI, the contract now sits with a new owner; check data, roadmap and exit terms before the next renewal.