NewCore's $66 million funding round addresses a critical infrastructure gap that will define how enterprises manage AI agents at scale. The startup's premise is straightforward but consequential: as organisations treat AI agents as workplace participants rather than software tools—McKinsey reports 25,000 AI agents already operate alongside its 60,000 employees—existing identity platforms designed for human workforces will fracture under the complexity. NewCore argues that legacy identity systems from Okta and Microsoft Entra, which have bolted on AI agent capabilities as afterthoughts, cannot handle the governance, authentication, and revocation requirements of a hybrid human-machine workforce. The company's approach treats AI agents as first-class identities with dedicated permissions and lifecycle controls, rather than routing them through service accounts or machine credentials. For CX teams already running Agentforce or similar agentic platforms, this raises an immediate question: are your current identity and access management systems equipped to audit and revoke agent permissions in real time, or are you operating with the same credential distribution mechanisms designed for static software deployments?
The implications for customer experience operations are substantial. As Salesforce acquires Fin and invests heavily in agentic customer service, the ability to manage agent identities separately from human agent identities becomes operationally essential. Support teams deploying AI agents to handle ticket triage, knowledge base queries, or escalation routing need granular control over what those agents can access—customer data, backend systems, knowledge repositories—and the ability to revoke access instantly if an agent behaves unexpectedly or a vulnerability emerges. NewCore's split-key architecture and mobile app oversight layer suggest that identity governance will become as critical to CX operations as ticket routing or SLA management. The question for support leaders is whether your current stack—whether Zendesk, Freshdesk, or Salesforce Service Cloud—provides sufficient visibility into agent permissions and audit trails, or whether you'll need to layer in specialised identity infrastructure as agent deployments scale.
The timing of NewCore's emergence alongside major vendor consolidation in the agentic CX space indicates that identity management will likely become a competitive differentiator. Established identity vendors face pressure to retrofit legacy platforms, whilst purpose-built solutions like NewCore can address the problem natively. For mid-market and enterprise CX teams, this creates a procurement decision: integrate identity governance through your existing vendor ecosystem, or adopt a specialist platform designed for the hybrid workforce you're building. The risk of inaction is operational: without proper agent identity controls, you risk either over-privileging AI agents with access they don't need, or under-privileging them with credentials distributed through insecure channels. Alon's assertion that identity will be "one of the first enterprise systems strained by large-scale deployment of AI agents" suggests this is not a future problem—it's a present one for organisations already running multiple agents in production.
NewCore argues the next challenge in enterprise security will be managing AI agents, not people.