The Wire (Page 30)

The new solution automates DID lifecycle management to improve contact rates, reduce wasted dials, boost caller reputation and supercharge outbound performance. Los Angeles, CA – June 10, 2025 — Convoso, the leading contact center software provider for revenue teams, today announced the launch of Convoso Ignite TM, a next-generation DID lifecycle automation solution designed to optimize phone number (DID) usage, protect DID health, and enhance dialing so each campaign uses the highest performing numbers.

New tiers enable on-demand live video agents and humanized experiences for greater flexibility and enhanced customer support WOODBRIDGE, ONTARIO (June 10, 2025) — Upstream Works, an omnichannel contact center solutions company, today announced the AgentNow Cloud Suite, adding two new tiers to the AgentNow product offering. The AgentNow Cloud Suite gives businesses the flexibility to choose the solution tier that aligns with their unique needs and goals.

New AI Agents and Trust & Governance Built to Deliver Assurance, Speed, and Control SAN RAMON, Calif. & LAS VEGAS--( BUSINESS WIRE)--CUSTOMER CONTACT WEEK — Five9 (Nasdaq: FIVN), provider of the Intelligent CX Platform, today announced the availability of AI Agents and AI Trust & Governance to usher in a new era of Agentic CX. Empowered by the Five9 Agentic Experience Engine, at the core of the Genius AI Architecture, these new capabilities are designed to drive intelligent CX and AI at scale with reasoning, adapting, and action for secure, seamless, and context-aware experiences. “We’re at a real turning point in how customer experience is evolving, especially as AI and agentic technologies come together,” said Ian Jacobs, vice president and lead analyst for Opus Research. “To deliver the next generation of customer experiences, businesses need solutions that offer smart autonomy, adapt easily, and are powered by trusted AI.

Arlington, VA — June 10, 2025 – The Agile Brand, a leading media and publishing company focused on marketing technology, customer experience, and digital transformation, announces the launch of its latest book, The Agile Brand Guide®: E-Commerce (2025 Edition). Curated and edited by Greg Kihlström, a renowned MarTech expert and host of the highly ranked podcast The Agile Brand with Greg Kihlström, the book offers practical, actionable insights from industry leaders at the forefront of e-commerce.

Zoom CX solutions deliver smarter self-service and AI-first tools for customers and contact center supervisors. June 10, 2025 -- Today, Zoom announced a major advancement for its customer experience platform (ZCX), launching agentic AI capabilities with next-gen contact center solutions — including an upgraded agentic Zoom Virtual Agent — that will reinvent how businesses engage with customers.

MIAMI & DALLAS--( BUSINESS WIRE)-- Foundever ®, a global leader in the customer experience (CX) industry, today announced an expansion of its long-term collaboration with Cognigy, a global leader in AI-powered customer service solutions, in bringing Agentic AI into full-scale production across enterprise CX environments. This partnership addresses the increasing demand from global brands for sophisticated AI solutions that offer proactive, autonomous service, going beyond basic automation to deliver secure, scalable, personalized and human-centric interactions.

AI Agents work 24/7 to analyze user behavior, run experiments, and optimize product experiences so teams can achieve more SAN FRANCISCO--( BUSINESS WIRE)-- Amplitude, Inc. (Nasdaq: AMPL), the leading digital analytics platform, is revolutionizing product development with the debut of Amplitude AI Agents. These new agents turn Amplitude into a team of specialized experts that help you accomplish specific goals, such as better checkout conversion or faster feature adoption.

Human Agents Reemerge as Essential Components in Customer Service Strategies Amid AI Integration Challenges Jue 10, 2025 -- By 2027, 50% of organizations that expected to significantly reduce their customer service workforce will abandon these plans, according to Gartner, Inc. This shift comes as many companies struggle to achieve their “agent-less” staffing goals, highlighting the complexities and challenges of transitioning to AI-driven customer service models.

The global survey report highlights the importance of addressing gaps that will be crucial in proving the value of customer education and securing further investment for programs. DUBLIN--( BUSINESS WIRE)-- LearnUpon, a leading Learning Management System (LMS) provider, today released new research exploring the current state of customer education.

PAR® Engagement empowers restaurants to engage smarter, move faster, and multiply impact—one connected experience at a time NEW HARTFORD, N.Y.--( BUSINESS WIRE)-- PAR Technology Corporation (NYSE: PAR), a global leader in enterprise foodservice technology, today announced the launch of PAR® Engagement —a next-generation portfolio of engagement products purpose-built to help enterprise restaurants convert more guests, grow faster, and simplify operations. PAR® Engagement brings together loyalty, marketing & offers, ordering, and guest data into one deeply integrated platform.