The Wire (Page 25)

Acquisition enhances the Conversation Cloud™ with intelligent orchestration and expanded AI capabilities, helping regulated industries reduce friction, increase completion rates, and connect with customers where they are LONDON--( BUSINESS WIRE)--Smart Communications, a leading technology company focused on helping highly-regulated organizations engage in more meaningful customer conversations, today announced its acquisition of Pendula, a trusted provider of intelligent orchestration and digital delivery technology. Pendula’s customer engagement solution is renowned for helping enterprises complete their most critical customer interactions through personalized, intelligent, cross-channel engagement.

Four out of five consumers want clear governance of AI interactions but less than a third of organizations currently have comprehensive policies San Francisco, Aug. 7, 2025 — New data released today by Genesys®, a global cloud leader in AI-Powered Experience Orchestration, uncovers a critical disconnect between how companies govern AI and what consumers need to feel safe using it. While four out of five consumers surveyed said they want clear governance of AI interactions, less than a third (31%) of business leaders say their organizations have comprehensive, organization-wide AI policies and oversight in place.

New Digital Engagement integration brings Instagram, LinkedIn, X, Facebook Messenger, and WhatsApp* into Salesforce to scale faster, smarter customer experiences on social. This integration helps brands streamline social customer care, unify social and CRM data for a 360-degree view of their customers, and deliver consistent, high-quality experiences across all channels.

New AI-powered capabilities, rising adoption, and strategic customer wins reinforce 8x8’s position as a global leader in intelligent customer experience CAMPBELL, Calif.--( BUSINESS WIRE)-- 8x8, Inc. (NASDAQ: EGHT), the industry’s most integrated platform provider for customer experience (CX), is fast-tracking the next phase of AI-powered engagement by expanding intelligent automation across its platform. By unifying contact center, unified communications, and communications APIs into a single, AI-enabled platform, the 8x8 ® Platform for CX empowers organizations to deliver personalized service, improve efficiency, and drive smarter collaboration.

New Pega service offering embeds enterprise workflows into any self-service channel to deliver consistent conversational experiences that delight customers and reduce costs WALTHAM, Mass.--( BUSINESS WIRE)-- Pegasystems Inc. (NASDAQ: PEGA), The Enterprise Transformation Company TM today announced the industry’s first workflow-powered, agentic approach to customer self-service that transforms how enterprises deliver service across channels. By combining the powerful agentic capabilities of Pega Blueprint™ and Pega Predictable AI™, organizations can leverage enterprise workflows typically used by customer service representatives (CSRs) into interactive self-service experiences that automate some of the most complex requests, with all interactions backed by enterprise-grade intelligence and control.

Company adds easy-to-use agentic RAG-as-a-service product for organizations to automate and retrieve verifiable, high-quality AI search and generative answers BURLINGTON, Mass., June 30, 2025 (GLOBE NEWSWIRE) -- Progress Software (Nasdaq: PRGS), the trusted provider of AI-powered digital experience and infrastructure software, today announced the acquisition of Nuclia, an innovator in agentic Retrieval-Augmented Generation (RAG) AI solutions. Nuclia provides a unique agentic RAG-as-a-service product enabling organizations to automatically leverage their own proprietary business information to retrieve verifiable, accurate answers using GenAI. “Nuclia’s easy-to-use, self-service SaaS product democratizes the use of trustworthy and verifiable GenAI,” said Yogesh Gupta, CEO of Progress Software. “Small to mid-sized businesses, as well as large global corporations, can quickly and easily reap the benefits of sophisticated agentic RAG capabilities using Nuclia SaaS without the need for significant upfront investment.” “The rapid evolution of AI has transformed how organizations interact with information, creating new possibilities for more accurate, dynamic, and context-aware systems,” said Eudald Camprubí, CEO and Co-founder at Nuclia. “Agentic RAG is a cutting-edge approach that combines the power of large language models (LLMs) with business’ own proprietary data to provide accurate and trustworthy answers.

Dotdigital becomes the first customer experience and data platform to acquire and invest in an influencer and affiliate marketing platform, helping brands diversify acquisition channels and drive word of mouth growth at scale LONDON--( BUSINESS WIRE)-- Dotdigital Group plc (AIM: DOTD), the leading SaaS provider of customer experience and data platforms (CXDP), has acquired Social Snowball Holdings, Inc., a US-based influencer, affiliate, and referral marketing platform for e-commerce brands, for $35 million USD. The investment brings together two fast growing technologies that until now have been distinct categories within the martech landscape.

New open-source connector allows AI assistants to interact directly with Treasure Data environment MOUNTAIN VIEW, Calif.--( BUSINESS WIRE)--Treasure Data, the Intelligent Customer Data Platform (CDP) built for enterprise scale and powered by AI, has announced the release of its MCP Server, a new open-source connector that allows AI assistants like Claude, GitHub Copilot Chat, and Windsurf to interact directly with your Treasure Data environment. Powered by the open Model Context Protocol (MCP), this solution gives data teams a new superpower: the ability to explore and analyze customer data in an easy and effective way, using plain language and a conversation window.

Simon's Composable AI Agents deliver new levels of insight, creative control, and speed to launch—surfacing hidden customer signals and real-world context to unlock true 1:1 personalization at scale NEW YORK, June 26, 2025 /PRNewswire/ -- Simon Data, the AI-first composable customer data platform built for modern marketing teams, today announced the launch of Composable AI Agents for marketers. Simon's Composable AI Agents, built natively on Snowflake Cortex AI and powered by Claude from Anthropic, introduce a new operating model that provides marketers with direct, governed access to explore, identify, and activate data for personalization without requiring code or relying on data teams.

New partner program and experience streamlines tools, resources, and incentives by aligning partner success with Mitel’s strategy to lead in hybrid communications OTTAWA, Ontario--( BUSINESS WIRE)--Mitel, a global leader in business communications, today introduced a new global partner experience designed to empower partners to grow alongside Mitel as it accelerates its hybrid communications strategy. The program unifies Mitel and Unify partner ecosystems under a single, modern framework, delivering a simplified, scalable experience backed by streamlined tools, harmonized incentives, and integrated systems.