CCaaS vendors are becoming BPOs — what NICE, Salesforce and Agentforce mean for buyers

NICE-Accenture, Salesforce-TTEC, three Agentforce pricing changes in 18 months, and the Capgemini-WNS deal are collapsing the CCaaS / BPO / SI boundary. What that means for platform choice, vendor risk and RFPs written in 2026.