The Wire (Page 25)

From ‘Minimalists’ to ‘Tastemakers,’ personas reveal consumer desire to simplify everyday life with agents April 23, 2025 -- AI agents are rapidly changing how we work, but Salesforce’s latest research reveals that consumers are also looking to agentic AI to simplify their daily lives. The survey of 2,552 U.S. consumers identifies four distinct personality types interested in AI agents: The Life-Hacker; the Tastemaker; the Minimalist; and the Smarty Pants. “Our findings reveal that consumer personas are as varied as the AI agents serving them,” said Vala Afshar, Chief Digital Evangelist, Salesforce. “The ability of agents to personalize services based on each individual’s traits will unlock incredible opportunities for both brands and consumers as this technology continues to scale.” While businesses are focused on the efficiencies that AI agents can unlock, the study found that most consumers favor tools, like AI agents, that help them reach better decisions, manage information overload, and make their lives easier.

InMoment Named a Leader for Its Ability to Execute and Completeness of Vision InMoment Recognized as a Leader Four Times Consecutively in Voice of the Customer Platforms by Gartner SALT LAKE CITY (April 22, 2025)— InMoment®, the leading provider of integrated Experience Improvement solutions, has been named a Leader in the 2025 Gartner® Magic Quadrant ™ for Voice of the Customer Platforms. Gartner evaluated 12 vendors in the report on the Ability to Execute and Completeness of Vision.

New solution offers intelligent call routing, real-time analytics, and quality monitoring to enhance service and performance MORRISTOWN, N.J., April 22, 2025 /PRNewswire/ -- BCN, a leading managed network and technology solutions provider, today announced the launch of the BCN Cloud Voice Call Center. This secure, all-in-one platform is designed to eliminate the complexity, cost, and security vulnerabilities of legacy systems.

AI in Offline Mode and Call Assist features turn Aquant into the always-on, always-ready partner for service teams in the field NEW YORK CITY, New York – (April 22, 2025) — Aquant, the Agentic AI platform for professionals servicing complex equipment, today announced two new features: AI in Offline Mode and Call Assist, helping service teams meet the real-world demands of field work with technology that’s available anytime, anywhere. Unveiled at Field Service Palm Springs 2025, these updates turn Aquant into the always-on, always-ready partner for technicians working in the field.

Qualtrics positioned highest for Ability to Execute and furthest for Completeness of Vision in the Gartner Magic Quadrant for Voice of the Customer Platforms PROVO, Utah and SEATTLE, April 22, 2025 /PRNewswire/ -- Qualtrics, the leader and creator of the experience management (XM) category, has been named a Leader in the 2025 Gartner® Magic Quadrant™ for Voice of the Customer Platforms* for the fourth consecutive time. Qualtrics is positioned highest for its Ability to Execute and furthest for its Completeness of Vision. "Qualtrics is a Leader for the fourth time in the 2025 Gartner® Magic Quadrant™ for Voice of the Customer, which we believe underscores our commitment to continued innovation in our products and our rapidly growing customer base," said Brad Anderson, Qualtrics President of Product and Engineering. "Our XM for Customer Experience suite is used by thousands of organizations across the world to effortlessly understand and improve their customer experience across every channel and journey – including digital, location and customer care - and is providing the intelligence and omnichannel insights companies need to win now and in the coming era of agentic AI." "Gartner® defines Voice of the Customer (VoC) platform as one that integrates feedback collection, analysis, and action into a single, interconnected platform that helps understand and improve the customer experience (CX)." VoC software "enables leaders responsible for functions such as customer service, marketing, or sales to better manage the customer experience through a deep understanding of customer needs, motivations, goals and behaviors.

Empowering enterprises to reimagine traditional contact centers, Avaya Infinity™ transforms fragmented experiences into authentic connections that nurture relationships and build loyalty MORRISTOWN, N.J.--( BUSINESS WIRE)-- Avaya, a global enterprise software leader, today announced its new Avaya Infinity™ platform. Built to unify fragmented customer experiences, Avaya Infinity™ equips enterprises to evolve their contact centers into connection centers strengthening their most important relationships.

New report reveals happiest shopping times, top customer pain points and strategies for peak season success HappyOrNot ( www.happy-or-not.com), the world leader in customer feedback solutions and creators of the iconic smiley-faced feedback buttons found in stores, airports and public spaces worldwide, has released a new report: Retail’s Biggest CX Trends in 2025. The report is based on over 57 million feedback points collected from across the globe throughout 2024, offering in-depth analysis on customer satisfaction, retail performance, emerging technologies and the industry trends that will define the retail landscape in 2025.

CallMiner is recognized by QKS Group for its advanced AI, platform scalability, and customer experience capabilities for fourth consecutive year WALTHAM, Mass.--( BUSINESS WIRE)-- CallMiner, the leading provider of AI-powered conversation intelligence to improve customer experience (CX), announced today that it has been named a leader in the SPARK Matrix™: Conversational Intelligence, 2025, Q1 2025 report by QKS Group. Artificial intelligence (AI) continues to transform the conversation intelligence market, driving advancements in automated customer engagement, insight extraction, and omnichannel strategies.

April 17, 2025 -- Salesforce is launching Agentforce for Consumer Goods, a new library of pre-built agent skills and actions that equips customer service, sales, and field teams with digital labor to streamline operations and improve customer service. With Agentforce for Consumer Goods, brands can build agents that execute manual tasks like generating account summaries and scheduling store visits.

Introducing AI innovations and platform capabilities that empower accelerated customer understanding, increase team adoption, and enhance digital optimization. COLORADO SPRINGS, Colo., April 17, 2025 /PRNewswire/ -- Quantum Metric, the customer-driven digital analytics platform, today announced its Spring 2025 Product Launch, introducing AI-powered innovations and other platform enhancements that remove the complexity of digital analytics.