The Wire (Page 14)

New AI Agents and Trust & Governance Built to Deliver Assurance, Speed, and Control SAN RAMON, Calif. & LAS VEGAS--( BUSINESS WIRE)--CUSTOMER CONTACT WEEK — Five9 (Nasdaq: FIVN), provider of the Intelligent CX Platform, today announced the availability of AI Agents and AI Trust & Governance to usher in a new era of Agentic CX. Empowered by the Five9 Agentic Experience Engine, at the core of the Genius AI Architecture, these new capabilities are designed to drive intelligent CX and AI at scale with reasoning, adapting, and action for secure, seamless, and context-aware experiences. “We’re at a real turning point in how customer experience is evolving, especially as AI and agentic technologies come together,” said Ian Jacobs, vice president and lead analyst for Opus Research. “To deliver the next generation of customer experiences, businesses need solutions that offer smart autonomy, adapt easily, and are powered by trusted AI.

Zoom CX solutions deliver smarter self-service and AI-first tools for customers and contact center supervisors. June 10, 2025 -- Today, Zoom announced a major advancement for its customer experience platform (ZCX), launching agentic AI capabilities with next-gen contact center solutions — including an upgraded agentic Zoom Virtual Agent — that will reinvent how businesses engage with customers.

Arlington, VA — June 10, 2025 – The Agile Brand, a leading media and publishing company focused on marketing technology, customer experience, and digital transformation, announces the launch of its latest book, The Agile Brand Guide®: E-Commerce (2025 Edition). Curated and edited by Greg Kihlström, a renowned MarTech expert and host of the highly ranked podcast The Agile Brand with Greg Kihlström, the book offers practical, actionable insights from industry leaders at the forefront of e-commerce.

MIAMI & DALLAS--( BUSINESS WIRE)-- Foundever ®, a global leader in the customer experience (CX) industry, today announced an expansion of its long-term collaboration with Cognigy, a global leader in AI-powered customer service solutions, in bringing Agentic AI into full-scale production across enterprise CX environments. This partnership addresses the increasing demand from global brands for sophisticated AI solutions that offer proactive, autonomous service, going beyond basic automation to deliver secure, scalable, personalized and human-centric interactions.

AI Agents work 24/7 to analyze user behavior, run experiments, and optimize product experiences so teams can achieve more SAN FRANCISCO--( BUSINESS WIRE)-- Amplitude, Inc. (Nasdaq: AMPL), the leading digital analytics platform, is revolutionizing product development with the debut of Amplitude AI Agents. These new agents turn Amplitude into a team of specialized experts that help you accomplish specific goals, such as better checkout conversion or faster feature adoption.

PAR® Engagement empowers restaurants to engage smarter, move faster, and multiply impact—one connected experience at a time NEW HARTFORD, N.Y.--( BUSINESS WIRE)-- PAR Technology Corporation (NYSE: PAR), a global leader in enterprise foodservice technology, today announced the launch of PAR® Engagement —a next-generation portfolio of engagement products purpose-built to help enterprise restaurants convert more guests, grow faster, and simplify operations. PAR® Engagement brings together loyalty, marketing & offers, ordering, and guest data into one deeply integrated platform.

Human Agents Reemerge as Essential Components in Customer Service Strategies Amid AI Integration Challenges Jue 10, 2025 -- By 2027, 50% of organizations that expected to significantly reduce their customer service workforce will abandon these plans, according to Gartner, Inc. This shift comes as many companies struggle to achieve their “agent-less” staffing goals, highlighting the complexities and challenges of transitioning to AI-driven customer service models.

The global survey report highlights the importance of addressing gaps that will be crucial in proving the value of customer education and securing further investment for programs. DUBLIN--( BUSINESS WIRE)-- LearnUpon, a leading Learning Management System (LMS) provider, today released new research exploring the current state of customer education.

AI-powered analysis of 60 million phone conversations reveals phone lead conversion rates of 37% across industries SANTA BARBARA, Calif., June 10, 2025 /PRNewswire/ -- Invoca, the leader in AI-powered revenue execution platforms, today announced the release of its Invoca Call Conversion Industry Benchmarks Report, 2025. The comprehensive analysis of over 60 million phone calls demonstrates that phone conversations remain critical conversion points, with 61% of callers speaking directly with a person and 37% of phone leads converting during the call.

Despite customer experience being seen as a business imperative, a global study uncovers a concerning misalignment between corporate perception and customer reality—putting trillions in revenue at risk. JERSEY CITY, NJ – June 10, 2025 – Amdocs (NASDAQ: DOX), a leading provider of software and services to communications and media companies, today announced new research from Amdocs Studios, an Amdocs digital services offering, on customer experience (CX), which found that while 92% of business leaders cite CX as a top strategic focus and 88% link it directly to revenue growth, their actions tell a different story; only 28% believe CX is “extremely important” to invest in.