The Wire (Page 20)

May 14, 2025 -- Megan DeGruttola -- Over the past few years, the kinds of B2C and B2B use cases businesses have sought our help in solving have grown in variation and complexity. Today’s companies need to be able to deliver much more precise, scalable, and context-rich personalization in real time to reach every person with the most relevant message at the best time and on the right channel for conversion.

NEW YORK--( BUSINESS WIRE)-- Sprinklr, the unified customer experience management (Unified-CXM) platform for modern enterprises, today announced an expanded partnership with Aramex, a global leader in logistics and transportation. Aramex and Sprinklr are partnering to revolutionize digital customer experience for Aramex customers across more than 65 countries.

Innovations to Care by Sprout will enable marketers to provide proactive, secure and insights-driven customer care on social. New releases, available today, include additional bot channels, customizable workflows, compliance and governance capabilities, as well as more holistic reporting functionality.

Invoca achieves 50% year-over-year growth as customers turn to its AI-driven contact center solution to increase agent productivity, improve customer experience, and drive stronger revenue results. SANTA BARBARA, Calif., May 14, 2025 /PRNewswire/ -- Invoca, the leader in AI-powered revenue execution platforms, continues to build momentum with its breakthrough solutions for contact centers.

Redesigned mobile app and advanced messaging features improve the on-the-go experience so businesses can reduce response times and increase personalization ATLANTA--( BUSINESS WIRE)-- CallRail, the lead engagement platform, today announced the release of new messaging and mobile app capabilities to enable quicker lead response times 24/7 and on-the-go. With these enhancements, CallRail is enabling businesses to better and more seamlessly engage with their leads through their preferred channels while improving response times and giving them the flexibility to keep their finger on the pulse of the business, no matter where their work takes them. “We’re living in an increasingly mobile-first world which offers unique opportunities for businesses to engage with and convert more leads,” said Ryan Johnson, Chief Product Officer at CallRail. “The introduction of these new capabilities makes it easier, faster and more convenient for businesses and their leads to engage with each other from anywhere and anytime – whether it’s through call, text or form.” These new enhancements are not only designed to help customers respond to leads on the go, but they also make personalized communication with each lead easier.

Combined technology and expertise will support clients with a deeper, data-driven understanding of their customers—delivering personalized insights that drive innovation and growth. [CHICAGO – MAY 14, 2025] -- Press Ganey Forsta, a leading provider of experience measurement, data analytics, and insights, today announced it is acquiring InMoment, a customer experience technology company with deep expertise in AI, natural language processing, and cross-industry solutions. United by a shared purpose—helping organizations create better experiences and stronger outcomes—the two companies will combine their capabilities to deliver the most advanced experience technology, connecting employee, customer, and operational data to turn insights into action. “In today’s competitive landscape, understanding customer sentiment and experience is one of the most powerful levers organizations have to build loyalty, earn trust, and drive growth,” said Patrick T.

New Integrations Bring Gong Data and Insights Directly into Microsoft 365 Copilot and Allow Customers to Create Autonomous Agents in Microsoft Copilot Studio SAN FRANCISCO, May 14, 2025 /PRNewswire/ -- Today, Gong, the leading revenue AI company, announced it is partnering with Microsoft to integrate Gong's industry-leading revenue AI platform with Microsoft's trusted productivity applications and Microsoft 365 Copilot and agents ecosystem. The integration will redefine how revenue teams drive growth and efficiency by bringing Gong's context-rich customer interaction data and AI-powered revenue insights directly into the tools go-to-market teams use every day, such as Microsoft 365 Copilot, Microsoft Teams, and Outlook.

CRM for Everyone is now widely available, adding deep Zia capabilities AUSTIN, Texas--( BUSINESS WIRE)-- Zoho Corporation, a global technology company, today added deeper AI and work orchestration capabilities to its CX platform, all powered by Zia, Zoho’s in-house AI engine. These AI capabilities remove technological barriers to CRM adoption across groups of people working to serve the customer. “Multiple people in an organization need access to customer information, yet historically, CRMs have been relegated to only sales teams,” said Mani Vembu, CEO, Zoho. “As we democratize CRM with the launch of CRM for Everyone, we also need to build in capabilities that make it easy for anyone to build and extend CRM with simple prompts, without having to be an expert in the system.

Dialpad continues its leadership as the only contact center platform that can coach agents in real time with native Ai SAN FRANCISCO--( BUSINESS WIRE)--Dialpad, Inc., the leading Ai-powered communications intelligence platform, today announced its strategic vision for agentic Ai, alongside significant platform enhancements that deliver immediate business value through real-time intelligence capabilities. Paving the Way for an Agentic Ai Future Dialpad's Agentic Ai platform will enable businesses to deliver what Gartner calls "pre-emptive customer service" – anticipating and addressing customer needs before they become issues.

New technology combines Data Axle's proprietary data and AI-driven identity resolution to unlock deeper insights and scalable audience activation DALLAS, May 13, 2025 /PRNewswire/ -- Today, Data Axle, a leader in data solutions that drive meaningful connections between companies and people, announced the launch of ProfileFuse™ —the next-generation successor to its groundbreaking B2C Link dataset, which connects Data Axle's proprietary business and consumer profiles. ProfileFuse is designed with precision and multiple activation options, enabling brands to extend their reach, more effectively build relationships with customers and prospects, and unlock new opportunities for engagement, retention, and growth.