With autonomous agents able to navigate across CRM, Order-to-Cash, Customer Support, and more… do we still need centralized systems of record?
The case for disruption:
Agents dynamically query multiple systems to create task-specific data views
No need for rigid pipelines—data is pulled on demand
We shift from “Where’s the official data?” to “What’s needed for this task?”
Agent orchestration becomes the bridge between data and outcomes
The case for evolution:
Systems of record enforce governance, lineage, and compliance
Agents still rely on high-quality, secure data to function
Reconciling conflicting sources isn’t trivial—latency and accuracy matter
So what is really changing:
It’s the System of Engagement. It can’t just serve humans anymore—it must serve agents too. AI Agents + Intelligent Systems of Engagement + System of Record = the new enterprise interface; redefining how we interact with with agent orchestration becomes the new integration layer.
