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News
ServiceNow launches AI Workflow Factory and an unattended coding agent for its platform
The package ties process mining, build agents, App Engine and AI Control Tower into one loop. Pricing was not announced.
Software and SaaS
Business software, collaboration, CRM and DevOps, and what changes in contracts and roadmaps.
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News
SAP starts rolling out Joule Work and job-specific AI assistants at SAP Connect
SAP says Joule Work is live for 110,000 of its own staff. No pricing or general availability dates were announced.
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Explainer
How unified communications improves productivity, and how to measure it
Putting calls, meetings and chat in one place saves time only if the company also changes how it uses them. Otherwise it just adds another app to check.
Austin Distel / Unsplash
Guide
CRM strategies that raise sales and retention: data quality first, then AI
Salesforce reports nine in ten sales teams use AI agents or expect to within two years. Agents working from a messy CRM just make mistakes faster.
Myriam Jessier / Unsplash
Guide
How to choose CRM software: a buyer's checklist for 2026
Most CRM platforms can handle a mid-size company's basic needs. The right choice comes down to fit with your other systems, how your team sells, and what it costs in year three.
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Explainer
The hidden costs of software abstraction: when layers help and when they hurt
Every layer that hides complexity also hides problems. The trick is knowing what's underneath when something goes wrong.
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Explainer
Open source in the enterprise: why it matters, and the risks hiding in your codebase
An audit of 965 commercial codebases found vulnerable open source in 86% of them. Open source isn't the problem. Not knowing what you're running is.
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Guide
Open source licenses compared: MIT, Apache, GPL, AGPL, LGPL and MPL
Every open source license lets you use the code. They differ on what you owe in return, and that difference decides whether a library is safe to ship inside your product.
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Explainer
What is RPA? Robotic process automation, and when an API is the better choice
RPA software clicks and types through applications the way a person would. That makes it quick to deploy on old systems, and fragile when screens change.
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Explainer
Docker in DevOps: what containers solve, and the Docker Desktop licensing rule to check
Containers ended most "works on my machine" problems. Before rolling Docker out, check one thing: companies with 250 or more staff or $10 million in revenue need paid Docker Desktop seats.
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Explainer
CI/CD pipelines explained: how they speed up releases, and how to keep them secure
A CI/CD pipeline turns every code change into a tested, deployable release. It also holds the keys to production, which makes it a target.
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Explainer
Contact center automation: from IVR menus to AI agents
Gartner expects AI agents to resolve 80% of common customer service issues without a human by 2029. Getting there depends less on the AI than on the systems it can reach.
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Guide
Sales automation tools by job: what to automate in the sales process
Sales teams spend a large share of their week on work that isn't selling. Automation tools target that time, one task at a time.
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Guide
Business VoIP platforms in 2026: the main options and how to compare them
Business VoIP has merged with collaboration suites. The shortlist now depends on which suite you use and how central calling is to your business.
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Explainer
UCaaS explained: cloud phones, meetings and messaging in one service
UCaaS replaces the office phone system with a cloud service that also runs meetings and chat. For most companies, the main decision is whether to use the collaboration suite they already pay for.
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Guide
SaaS spend management: how companies cut software waste and AI cost surprises
The average company in Zylo's 2026 index spends $55.7 million a year on SaaS across 305 apps. AI features are now the fastest-growing source of surprise charges.
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Explainer
SaaS backup: why your Microsoft 365 and other cloud data still needs one
Your SaaS provider keeps its service running. Keeping your data recoverable after a deletion, a ransomware attack or a bad sync is still your job.
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Guide
Software deployment tools: CI/CD platforms, GitOps and release strategies
Deployment tooling has settled into a few layers: a CI/CD platform to build and test, a deployment method to ship, and a release strategy to limit the damage when something goes wrong.
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Guide
Drupal deployments in 2026: Drupal 10 end of life, Drupal 12, and a repeatable pipeline
Drupal 10 sites have two months of support left. The upgrade is easier on a site that already deploys through a clean, automated pipeline.
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Guide
DevOps testing tools by job: unit, API, end-to-end, performance and security
No single tool tests everything. A working DevOps pipeline usually combines five or six, each chosen for one kind of test.
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Guide
Continuous integration, testing and delivery: building CI, CT and CD into one pipeline
Continuous testing is the part of the pipeline that decides whether fast delivery is also safe delivery. Here's where each kind of test belongs.
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Guide
Is your contact center due for a tech refresh? Signs, options and a migration plan
Many contact centers still run on platforms bought a decade ago. With AI agents arriving, the gap between old and new systems is widening fast.
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Explainer
From DevOps tools to internal developer platforms: how platform engineering works
Every team picking its own DevOps tools created sprawl. Platform engineering puts the common pieces behind one self-service platform.
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Guide
IT automation: what to automate first, and the tools that do it
IT teams that automate the repetitive work get time back for projects. The best starting points are tasks done every week, by hand, the same way.
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Explainer
Order management systems: what an OMS does and when a growing business needs one
Once orders arrive from a website, marketplaces, stores and sales reps at the same time, spreadsheets and the e-commerce platform's back office stop keeping up. That's the job an OMS takes on.