The Wire (Page 31)

AI-powered analysis of 60 million phone conversations reveals phone lead conversion rates of 37% across industries SANTA BARBARA, Calif., June 10, 2025 /PRNewswire/ -- Invoca, the leader in AI-powered revenue execution platforms, today announced the release of its Invoca Call Conversion Industry Benchmarks Report, 2025. The comprehensive analysis of over 60 million phone calls demonstrates that phone conversations remain critical conversion points, with 61% of callers speaking directly with a person and 37% of phone leads converting during the call.

Despite customer experience being seen as a business imperative, a global study uncovers a concerning misalignment between corporate perception and customer reality—putting trillions in revenue at risk. JERSEY CITY, NJ – June 10, 2025 – Amdocs (NASDAQ: DOX), a leading provider of software and services to communications and media companies, today announced new research from Amdocs Studios, an Amdocs digital services offering, on customer experience (CX), which found that while 92% of business leaders cite CX as a top strategic focus and 88% link it directly to revenue growth, their actions tell a different story; only 28% believe CX is “extremely important” to invest in.

MOUNTAIN VIEW, Calif., June 9, 2025 /PRNewswire/ -- Level AI, a leader in customer experience AI, today announced the launch of Naviant, a next-generation AI virtual agent built to deliver truly human-like conversations and transform how organizations engage with customers. Level AI launches Naviant: the first true AI-native virtual agent for CX.

New integration empowers Microsoft Dynamics 365 Contact Center users with AI-powered insights to improve service team performance and customer experience WALTHAM, Mass.--( BUSINESS WIRE)-- CallMiner, a leading provider of AI-powered conversation analytics to improve customer experience (CX), today announced its collaboration and integration with Microsoft Dynamics 365 Contact Center. By delivering AI-powered conversation analytics for interactions occurring through Dynamics 365 Contact Center, Microsoft customers can use deep insights to boost customer service representative effectiveness, better understand voice of the customer (VoC), improve proactive issue resolution, and ultimately drive business growth.

Expanded offering ensures continuity, personalization, and efficient service across both voice and chat, allowing customers to interact with brands via their preferred channels PALO ALTO, Calif., June 9, 2025 /PRNewswire/ -- Cresta, the leading contact center AI platform for human and AI agents, today announced new capabilities for its AI Agent solution, which can automate even the most complex conversations with an experience that sounds and feels human. The enhanced solution now delivers a true omnichannel experience, adapting to customer needs and preserving context across voice and digital channels, so customers can resolve issues more efficiently as part of a connected customer journey.

Strengthens Constant Contact's International Presence and Complements its Existing Marketing Software Tools WALTHAM, Mass. and ATHENS, Greece, June 6, 2025 /PRNewswire/ -- Constant Contact, a leading provider of digital marketing tools for small businesses and nonprofits, today announced that it has acquired Moosend, an email marketing and automation platform, from Sitecore. The addition of Moosend complements Constant Contact's existing SaaS marketing platform and strengthens Constant Contact's presence in Europe.

Combination will fast-track Genpact's expansion of advanced technology solutions, amplifying data and AI capabilities, domain expertise, and strategic partnerships NEW YORK, June 5, 2025 /PRNewswire/ -- Genpact (NYSE: G), a global advanced technology services and solutions company, today announced it has acquired XponentL Data, a data products and artificial intelligence (AI) solutions provider. XponentL brings differentiated domain-led data strategy, design, and engineering capabilities; deep industry experience; and strategic partnerships.

AI-powered document insights, client mobile app and unified client hub help firms work faster and better BURLINGTON, Mass., June 05, 2025 (GLOBE NEWSWIRE) -- Progress Software (Nasdaq: PRGS), the trusted provider of AI-powered digital experience and infrastructure software, today announced significant new enhancements to Progress® ShareFile®, its SaaS-native document-based collaboration and client workflow product. Designed for accounting professionals, these enhancements cut friction, elevate client interactions and give firms a competitive edge.

Cloudera to participate in new “Data for AI-RAN” alliance with Dell, NVIDIA, Softbank, and T-Mobile, advancing real-time data management, edge AI, and hybrid MLOps for telecom networks SANTA CLARA, Calif., June 05, 2025 (GLOBE NEWSWIRE) -- Cloudera, the only true hybrid platform for data, analytics and AI, today announced it has joined the AI-RAN Alliance, a global consortium committed to integrating AI into telecommunications infrastructure. Cloudera joins a pioneering group of innovative telecommunication providers that has joined forces with data and AI companies all focused on driving the AI-RAN agenda and transforming telecommunication networks into intelligent, revenue-generating platforms with real-time data and AI.

CCW Award finalist and pioneer in native AI to lead three speaking sessions OMAHA, Neb., June 05, 2025 (GLOBE NEWSWIRE) -- Mosaicx, a pioneer in customer experience, today announced the launch of the next era of its Engage product. The company will demo the next-generation AI-native platform at Customer Contact Week (CCW) in Las Vegas from June 9-12.