The Wire (Page 2)

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.

Enterprise-Grade Connections to BigCommerce, Shopify, and WooCommerce Deliver Real-Time Catalog Sync and Unified Customer Insights for Retail Marketers BOSTON, Jan. 27, 2026 (GLOBE NEWSWIRE) -- Acoustic, a global leader in omnichannel marketing technology and customer engagement, today announced the availability of native, bi-directional integrations with the industry’s leading commerce platforms — Shopify, WooCommerce, and BigCommerce — inside its flagship platform, Acoustic Connect™. The new integrations provide real-time, enterprise-scale ingestion of product catalogs, customer profiles, order events, and behavioral signals, giving ecommerce and retail marketers a comprehensive, continuously updated view of every customer interaction.

Agents report stronger communication, more development opportunities and a renewed sense of purpose as technology reshapes their work MINNEAPOLIS--( BUSINESS WIRE)-- Calabrio, the workforce and conversation intelligence company, today released findings from its latest The Voice of the Agent Report, revealing an industry in the midst of profound change with a rising human-AI tension defining the modern contact center. Once seen as a high-pressure job focused on scripts and speed, the contact center role has evolved into a skilled professional that must balance human empathy with an increasing digital world.

Odense, Denmark, 27th January 2026, open-source.NET CMS platform vendor, Umbraco, has announced that it has achieved ISO 27001/IEC:2022 certification.

Acquisition will accelerate PAR’s roadmap for consumer data, loyalty, and media innovation NEW HARTFORD, N.Y.--( BUSINESS WIRE)-- PAR Technology Corporation (NYSE: PAR), a leading global foodservice technology provider, today announced that it has agreed to acquire the identity resolution and shopper intelligence platform Bridg, a division of Cardlytics, Inc. (NASDAQ Global Market: CDLX). The transaction is structured as an acquisition of substantially all Bridg assets.

Data reveals retail returns remain a frequent, high-impact interaction, with 60% willing to use AI-powered customer service TORONTO--( BUSINESS WIRE)-- Ada, the trusted AI-native customer experience company and creator of the AI Customer Experience (ACX) operating model, today released new survey data highlighting how retail returns during the high-traffic holiday season have become one of the most fragile moments in the customer journey and a critical opportunity for AI-powered support. According to Ada’s survey, 55% of shoppers have already made or plan to make a return following the holiday season, and 21% say they return items more than once a month.