The Wire (Page 24)

Latest Enhancements to the 8x8 Platform for CX Empower Organizations to Elevate Customer Experiences, Streamline Operations, and Harness AI to Drive Productivity CAMPBELL, Calif. – April 29, 2025 — 8x8, Inc. (NASDAQ: EGHT), the industry's most integrated Platform for CX that combines Contact Center, Unified Communication, and Communication APIs, revealed a series of powerful enhancements to the 8x8 Platform for CX to help organizations deliver superior customer and employee experiences. Enabling organizations to deliver more personalized, efficient, and intelligent interactions – boosting satisfaction, reducing effort, and unlocking greater productivity across teams – the latest innovations across the platform include: RCS Business Messaging for 8x8 Contact Center and 8x8 Communication APIs Digital wallet support via 8x8 Secure Pay AI-powered interaction summaries, custom transcription dictionaries, and intelligent chat summaries and composition Improvements to drive compliance with W3C Web Content Accessibility Guidelines (WCAG). 8x8 continues to enhance its 8x8 Platform for CX, which includes 8x8 Contact Center, 8x8 Work, and communication APIs.

BOSTON, April 28th, 2025 – Acquia, the leader in open digital experience software, today announced the winners of the 2025 Engage Awards, celebrating the organizations that are redefining what’s possible with digital experiences. These awards honor organizations that have demonstrated exceptional creativity, innovation, and impact through their digital initiatives. “We are incredibly proud to celebrate this year’s Engage Award winners,” said Steve Reny, Chief Executive Officer at Acquia. “These organizations exemplify the bold thinking and relentless innovation that are driving the next generation of digital experiences.

A New Era of AI-Powered Customer Intelligence, Activation, and Revenue Optimization BOSTON, April 28, 2025 /PRNewswire-PRWeb/ -- BlueConic, the leader in customer data and intelligence solutions, today announced the launch of the industry's first Customer Growth Engine (CGE), a bold evolution beyond traditional Customer Data Platforms (CDPs). The BlueConic CGE is designed to turn customer data into revenue-generating strategies, helping brands fuel growth, increase retention, and create long-term customer value. "Businesses don't just need data—they need results," said Melissa Murray Bailey, CEO of BlueConic. "The traditional CDP market has focused on data collection and access, but we believe the future belongs to companies that can orchestrate data at scale to drive measurable business outcomes.

Research from Bynder’s State of DAM report: The rise of AI-powered, human-approved content experiences has revealed that while businesses are adopting AI within their digital asset management solutions, 90% of global teams view human oversight as essential for safeguarding brand identity and ensuring personalization and compliance. The survey of 1,800 global managers* also found that as AI becomes more embedded across workflows, the top three areas of concern were around content governance, in particular, quality control (55%), risk management (50%), and compliance (47%).

More than 70 new WEM features for Calabrio ONE suite being introduced in six-month period MINNEAPOLIS--( BUSINESS WIRE)-- Calabrio, the workforce performance company, today announced powerful AI enhancements to the Calabrio ONE suite, designed to help organizations streamline operations, improve agent engagement, and deliver exceptional customer experiences. These innovations remove friction from daily workflows, giving managers and agents the tools to work more efficiently while ensuring service excellence.

New Data Analyzes 31 Million Reviews Across 226,500+ Business Locations, Revealing What Separates Reputation Leaders from Laggards SALT LAKE CITY — April 24, 2025 — InMoment®, the leading provider of Experience Improvement (XI)™ solutions, today released its 2025 Reputation Industry Benchmark Report, offering the most comprehensive view of how businesses are performing and falling behind when it comes to online brand reputation. Based on 31 million reviews across 226,500+ locations, the report reveals widening performance gaps between industry leaders and laggards, and highlights the strategies that drive brand visibility, trust, and customer acquisition in today’s digital-first economy.

A new era of customer engagement begins as BlueConic lets marketers launch personalized, interactive content—without leaving the CDP BOSTON, April 24, 2025 /PRNewswire-PRWeb/ -- BlueConic, the leading Customer Growth Engine, today announced the native integration of Experiences by Jebbit into its Customer Data Platform (CDP)—making it the first CDP to give marketers a fully embedded, no-code way to launch interactive experiences, powered by real-time profiles and segmentation. With this new integration, marketers can seamlessly incorporate quizzes, surveys, and guided journeys directly into their site experiences via BlueConic Dialogues without relying on technical resources.

The professional peer network is inspired by a recent Alliance report which found companies that have widely implemented MACH are twice as likely to leverage AI compared to those new to MACH CHICAGO--( BUSINESS WIRE)--The MACH Alliance, a not-for-profit industry body dedicated to advocating for open, best-in-class technology ecosystems, today unveiled the MACH AI Exchange, a professional peer network focused on guiding real-world AI implementation for enterprise companies. The program will launch at The Composable Conference 2025, the MACH Alliance’s global annual event taking place April 22-24 in Chicago.

The new functionality adds to Insightful's contact center offerings, which are already proven to increase performance by up to 78%. SAN FRANCISCO, April 23, 2025 (Newswire.com) - Insightful.io, a leading provider of workforce analytics and remote work software, today announced the launch of its new Quality Management (QM) module for contact centers, with the potential for up to 99% coverage.

Talkdesk applies agentic AI automation to bank and credit unions’ customer service and support workflows to seamlessly uplevel customer experience PALO ALTO, Calif. —April 23, 2025— Talkdesk®, Inc., a global provider of artificial intelligence (AI)-powered customer experience (CX) technology that serves enterprises of all sizes, today announced a new agentic AI solution —part of the Talkdesk Ascend AI™ platform—purpose-designed for banks and credit unions to deliver high-value, personalized service across the entire customer journey. Unlike one-size-fits-all agentic AI offerings, Talkdesk AI Agents for Financial Services is an out-of-the-box solution built on industry-specific AI models with deep integration into core banking, digital banking, and customer relationship management (CRM) platforms—making it easier for financial services institutions to implement a new level of customer experience automation that delivers real value.