The Wire (Page 13)

Content Guru Research Reveals Growing ROI from AI Adoption in CX. Content Guru, a leading global provider of enterprise cloud Customer Experience (CX) and contact center technology, has released new research showing tangible return on investment (ROI) from implementing AI in CX.

June 11, 2025 -- Artificial intelligence is no longer a futuristic buzzword; rather, it is the motor propelling a new era of client interaction as the marketing terrain is changing at an explosive pace. Companies that fail to adapt risk falling behind.

Organizations using Salesforce can enable their support teams to develop critical communication skills with Skillsoft CAISY™ BOSTON--( BUSINESS WIRE)-- Skillsoft (NYSE: SKIL), the platform that empowers organizations and learners to unlock their full potential, today announced a partnership with Salesforce to bring Skillsoft CAISY™ agent actions to Agentforce and the Salesforce ecosystem, transforming how organizations upskill and reskill their customer support teams at scale. This new partnership will enable organizations to gain deeper visibility into team performance, accelerate frontline workforce development through AI-powered learning, and drive measurable improvements in customer service quality and satisfaction.

PHILADELPHIA, June 11, 2025 /PRNewswire/ -- Pontem Tech Partners, the market-leading vendor-neutral customer experience technology advisory and sourcing partner, is thrilled to announce the appointment of Trish Wethman to our leadership team as Chief Experience Officer. About Trish Wethman Trish is a strategic executive with a strong track record in customer insights and innovation, experience architecture, organizational alignment, and culture development.

June 11, 2025 -- NiCE’s 2025 Global Happiness Index reveals that consumers are now experiencing the benefits of AI in CX, and 69% trust AI-powered companies as much, or even more, than those without it NiCE today announces the findings of its 2025 Global Happiness Index, revealing a surprising contrast: while global happiness has dropped nearly 10 points, from 66% in 2024 to just 58% in 2025, happiness with the state of customer service is on the rise. In fact, customer service happiness surged 5 percentage points year over year, reaching a new high of 41%.

New AI-powered platform turns conversations into insights for quality assurance, performance gains, and coaching opportunities - amplifying human decision-making without replacing it. GAINESVILLE, FL / ACCESS Newswire / June 11, 2025 / Insight7, a leading developer of conversational intelligence solutions, today announced the official launch of its new Call Evaluation platform.

Talkdesk Customer Experience Automation introduces a new category in the customer experience market: fully autonomous, multi-agent AI automation discovered, built, orchestrated, and measured across the entire customer journey PALO ALTO, Calif. and LAS VEGAS—June 11, 2025— Talkdesk®, Inc. today upended the customer experience (CX) market with the launch of Customer Experience Automation (CXA) —a new software category and platform purpose-built to automate the full complexity of modern customer journeys. Customer Experience Automation goes far beyond traditional contact center as a service (CCaaS) and customer relationship management (CRM) solutions.

New York City, NY; June 10, 2025 - AI startup Dreamhub has launched the world’s first AI-native CRM for B2B SaaS, challenging the legacy technology limitations of leaders like Salesforce and Hubspot. Built with a modern AI-vertical ontology, Dreamhub replaces bloated CRM stacks with a solution that updates itself, executes workflows, and delivers profound predictive AI insights.

The new solution automates DID lifecycle management to improve contact rates, reduce wasted dials, boost caller reputation and supercharge outbound performance. Los Angeles, CA – June 10, 2025 — Convoso, the leading contact center software provider for revenue teams, today announced the launch of Convoso Ignite TM, a next-generation DID lifecycle automation solution designed to optimize phone number (DID) usage, protect DID health, and enhance dialing so each campaign uses the highest performing numbers.

New tiers enable on-demand live video agents and humanized experiences for greater flexibility and enhanced customer support WOODBRIDGE, ONTARIO (June 10, 2025) — Upstream Works, an omnichannel contact center solutions company, today announced the AgentNow Cloud Suite, adding two new tiers to the AgentNow product offering. The AgentNow Cloud Suite gives businesses the flexibility to choose the solution tier that aligns with their unique needs and goals.