The Wire (Page 12)

Sets new standard for enterprise uptime, seamless failover, and compliance for mission-critical CX SAN FRANCISCO, Calif - January 28, 2026 - Crescendo, the first AI-native contact center, today announced the launch of its new multi-provider architecture, delivering 100% uptime in early enterprise AI deployments while achieving go-live within four weeks. This breakthrough sets a new standard for enterprise-grade speed, reliability, and compliance in large-scale global customer experience (CX) operations.

New investors Coatue Management and Index Ventures lead $250 million Series D round SAN FRANCISCO--( BUSINESS WIRE)-- Decagon, the leader in conversational AI agents for concierge customer experiences, today announced $250 million in Series D funding, led by new investors Coatue Management and Index Ventures, with participation from new investors ChemistryVC, Definition Capital, and Starwood Capital, and continued support from existing investors including a16z, A*, Accel, Avra, Bain Capital Ventures, Elad Gil, T.Capital, Forerunner, and Ribbit Capital.

BOSTON--( BUSINESS WIRE)--Klaviyo (NYSE: KVYO) today announced the launch of the Klaviyo app in ChatGPT, a new integration that gives marketers instant access to their Klaviyo data right inside ChatGPT. This launch marks another milestone as Klaviyo accelerates its AI roadmap following its MCP Server and Marketing and Customer Agents introduced last year.

Voices' Amplified 2026 report reveals performance-grade voice AI as emerging quality standard NEW YORK CITY, NEW YORK / ACCESS Newswire / January 28, 2026 / Voices, the world's leading enterprise-class marketplace and platform for actor-powered voice AI solutions, today announced the launch of its inaugural annual report, Amplified 2026: The Annual State of Voice Report, revealing a critical adoption gap between consumer behavior and enterprise readiness in voice AI deployment. The report draws on insights from a survey, conducted by Censuswide, of 700 business leaders and consumers to explore how voice AI is impacting interactions between brands and humans.

New AI capability helps enterprises reason over qualitative and quantitative customer journey data, accessed through the Ask TheyDo conversational interface AMSTERDAM, January 28, 2026 — TheyDo announced the general availability of its new AI-powered analyst agent, enabling experience intelligence to be used in everyday decision-making across the enterprise. Following TheyDo’s recognition as a Leader in The Forrester Wave™: Customer Journey Management Platforms, Q4 2025, the analyst agent extends the company’s AI-powered journey management capabilities by allowing teams to analyze journeys through natural-language conversation.

HITRUST e1 Certification validates ASAPP’s commitment to foundational cybersecurity controls, data privacy, and information risk management NEW YORK, Jan. 28, 2026 (GLOBE NEWSWIRE) -- ASAPP, the leading provider of AI-powered contact center software, today announced that its Customer Experience Platform (CXP) has earned certified status by HITRUST for foundational cybersecurity, underscoring the company’s commitment to protecting sensitive data and delivering secure, compliant AI for the enterprise. “As enterprises adopt AI systems that can act autonomously on their behalf, the need for rigorous security, data protection, auditability, and control becomes critical," said Priya Vijayarajendran, CEO, ASAPP. "Our customers are deploying AI that resolves customer issues, drives revenue, and makes real-time decisions, which means they need absolute confidence that these systems operate within a framework of proven security and compliance. Achieving HITRUST certification gives them that assurance and strengthens our mission of delivering enterprise AI that organizations can trust and deploy with confidence today." HITRUST e1 Certification demonstrates that the organization’s Customer Experience Platform is focused on the most critical controls to demonstrate that essential cybersecurity hygiene is in place.

New intelligent scheduling engine eliminates complexity of manually managing human and AI workforces, global schedules, and regional labor rules at scale SAN FRANCISCO, CA -- Assembled, the AI customer support orchestration platform, today announced the general availability of AI-powered Schedule Generation, tackling one of support operations’ most manual and error-prone challenges in workforce management: agent scheduling. Assembled’s new Schedule Generation tool creates optimized support schedules from scratch with just one click, balancing demand forecasts, labor rules, and the realities of running multi-channel, distributed teams.

New omnichannel capability allows marketing teams to generate cohesive, personalized messaging across every channel in one centralized platform SAN FRANCISCO — ContinuumGlobal, the company helping brands hyper-personalize their marketing at scale, today announced Omnichannel Assistant, a new AI-powered agent for omnichannel content creation. Built as a customizable, reusable agent inside the Smart Marketing Engine ™, Omnichannel Assistant enables marketers to orchestrate personalized, versioned content at scale from a single source brief.

AI matchmaking tool to drive revenue growth and service expansion for vetted marketing agencies MIAMI, Jan. 28, 2026 (GLOBE NEWSWIRE) -- Collective OS made its public debut this morning as a new AI-powered tool designed to help marketing agencies and consulting firms source trusted partners, fill service gaps, and never miss another revenue opportunity. With the marketing industry shifting and brands increasingly expecting full-service support, small and mid-sized agencies are having to do more with less.

Following the recent User Interviews acquisition, UserTesting eliminates friction between design and validation with a breakthrough plugin that generates full test plans in seconds BELLEVUE, Wash.--( BUSINESS WIRE)-- UserTesting, the leading provider of customer insights for the enterprise, today announced UserTesting for Figma, enabling design teams to create, launch, and analyze user experience tests directly inside their design workflow. The new plugin uses AI to automatically generate complete test plans from prototypes, turning customer feedback from a bottleneck into a seamless, always-on part of design.