Analyst(s): Keith Kirkpatrick
Publication Date: February 20, 2026
Salesforce has signed a definitive agreement to acquire Momentum, a leading conversational insights and revenue orchestration platform. This move aims to supercharge Agentforce 360 and Slackbot by enabling the ingestion and analysis of unstructured data from third-party voice and video channels, thereby deepening the context for agent-driven workflows. The deal signals Salesforce’s intent to dominate the next phase of AI-driven customer engagement and workflow automation.
What is Covered in This Article:
- How Salesforce’s acquisition of Momentum expands conversational data capture and analysis for Agentforce 360 and Slackbot.
- The strategic importance of ingesting unstructured data from third-party voice and video platforms like Zoom and Google Meet.
- Competitive implications for vendors such as Microsoft, Zoom, and Gong in the conversational intelligence and agentic workflow space.
- Broader trends in AI-driven workflow automation and the shift from static to dynamic customer intelligence.
The News: Salesforce announced it has signed a definitive agreement to acquire Momentum, a leader in conversational insights and revenue orchestration. The acquisition is designed to help Salesforce’s Agentforce 360 and Slackbot ingest and analyze unstructured data from third-party voice and video channels—including Zoom and Google Meet—to bring high-fidelity conversational context into agentic workflows. According to Salesforce, Momentum’s universal ingestion engine will allow GTM teams to transform meeting audio into structured intelligence, closing the loop between customer conversations and actionable workflows. The transaction is expected to close in the first quarter of Salesforce’s fiscal year 2027.
Will Salesforce’s Latest Acquisition Provide Momentum For its Agentic Workflows?
Analyst Take: Salesforce’s acquisition of Momentum is a strategic bet on the future of agentic workflows powered by real-time conversational intelligence. As enterprises scale AI-driven agents across customer engagement and revenue operations, the ability to capture, analyze, and operationalize unstructured data from every customer interaction is becoming table stakes. This move positions Salesforce to compete more aggressively against Microsoft, Zoom, Gong, and other players racing to unify conversational data with workflow automation.
From Static CRM to Dynamic Conversational Intelligence
The traditional CRM model has long struggled to capture the nuance and intent embedded in unstructured customer conversations. By integrating Momentum’s universal ingestion engine, Salesforce is addressing a critical gap: the ability to extract actionable insights from voice and video interactions occurring on platforms like Zoom and Google Meet.
This deepens the context available to Agentforce 360 and Slackbot, allowing agents to incorporate the ‘true voice of the customer’ into complex, multi-step workflows, which we believe is the path to driving significant ROI from agents.
Competitors such as Microsoft (with Copilot and Teams) and Gong (with its revenue intelligence platform) have made similar moves, but Salesforce’s end-to-end integration, spanning ingestion, analysis, and workflow orchestration, could set a new bar for the industry. For enterprise buyers, this means the potential to move beyond static call notes and transcripts toward dynamic, AI-driven insights that drive real-time decision-making and revenue impact.
Ecosystem Implications: Platform Consolidation and Competitive Pressures
Salesforce’s acquisition of Momentum accelerates the trend toward platform consolidation in the conversational intelligence and workflow automation space. By embedding Momentum’s capabilities directly into Agentforce 360 and Slackbot, Salesforce is signaling its intent to offer a unified solution that spans data capture, analysis, and action. This puts pressure on ecosystem partners and competitors, including Zoom, Microsoft, and independent vendors such as Gong and Chorus.ai, to either deepen their own integrations or risk being sidelined as point solutions.
For enterprises, the upside is a more seamless experience and reduced integration overhead, but it also raises questions about vendor lock-in and the flexibility to leverage best-of-breed tools. The move also highlights the growing importance of agentic workflows, where AI agents, not just human users, drive actions based on real-time customer intelligence.
Salesforce will need to integrate Momentum in a timely manner so that it can begin to deliver this advanced functionality to customers, as its competitors likely will be seeking to make similar acquisitions or strike partnership deals with conversational intelligence vendors. Furthermore, with the recent spotlight on SaaS vendors’ spending on acquisitions and R&D meant to shore up their AI capabilities, Salesforce will need to clearly lay out when it expects to see value from the acquisition.
What to Watch:
- Adoption rates of Agentforce 360 and Slackbot integrations with third-party voice and video platforms post-acquisition.
- How competitors like Microsoft, Zoom, and Gong respond with their own conversational intelligence and workflow automation offerings.
- Enterprise feedback on the quality and actionability of insights derived from Momentum’s universal ingestion engine.
- The pace of integration and roadmap acceleration for Salesforce’s agentic workflow capabilities.
- Ecosystem shifts—such as new partnerships or M&A activity—as vendors vie for leadership in conversational AI and revenue orchestration.
See the complete press release on the Momentum acquisition at Salesforce’s website.
Disclosure: Futurum is a research and advisory firm that engages or has engaged in research, analysis, and advisory services with many technology companies, including those mentioned in this article. The author does not hold any equity positions with any company mentioned in this article.
Analysis and opinions expressed herein are specific to the analyst individually and data and other information that might have been provided for validation, not those of Futurum as a whole.
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Author Information
Keith Kirkpatrick is VP & Research Director, Enterprise Software & Digital Workflows for The Futurum Group. Keith has over 25 years of experience in research, marketing, and consulting-based fields.
He has authored in-depth reports and market forecast studies covering artificial intelligence, biometrics, data analytics, robotics, high performance computing, and quantum computing, with a specific focus on the use of these technologies within large enterprise organizations and SMBs. He has also established strong working relationships with the international technology vendor community and is a frequent speaker at industry conferences and events.
In his career as a financial and technology journalist he has written for national and trade publications, including BusinessWeek, CNBC.com, Investment Dealers’ Digest, The Red Herring, The Communications of the ACM, and Mobile Computing & Communications, among others.
He is a member of the Association of Independent Information Professionals (AIIP).
Keith holds dual Bachelor of Arts degrees in Magazine Journalism and Sociology from Syracuse University.
