The Wire (Page 32)

New solution orchestrates and automates customer service workflows with agentic AI to reduce cost and accelerate resolution across front-office care and back-office operations HOBOKEN, N.J.--( BUSINESS WIRE)-- NICE (Nasdaq: NICE) today announced the launch of CXone Mpower Orchestrator, the only solution that delivers true end-to-end automation for customer service by unifying all touchpoints, including virtual agents, live agents and back-office workflows, on a single AI platform. The solution was unveiled at Enterprise Connect, the leading conference and exhibition for enterprise communications and collaboration in North America.

The collaboration brings industry-specific expertise to ServiceNow implementations, ensuring clients realize value faster CHICAGO, March 17, 2025 /PRNewswire/ -- West Monroe, a global business and technology consulting firm, today announced it has joined the ServiceNow Consulting and Implementation Partner Program to help organizations optimize and modernize their omnichannel service experiences and contact center operations. The partnership enables West Monroe to help businesses leverage the ServiceNow ® Platform to transform customer service.

CallMiner Outreach combines industry-leading conversation intelligence with innovative customer feedback capabilities to improve customer satisfaction, loyalty and retention WALTHAM, Mass.--( BUSINESS WIRE)-- CallMiner, the leading provider of conversation intelligence to improve customer experience (CX), today announced CallMiner Outreach. Built on advanced analytics and artificial intelligence (AI), CallMiner Outreach is a revolutionary CX and customer feedback management solution that empowers businesses to connect with customers in more meaningful ways, fostering stronger relationships and uncovering actionable insights that drive enterprise-wide benefits.

Qualtrics AI agents will step directly into customer surveys, online product reviews and website visits to resolve every point of friction, anticipate needs, and proactively serve every customer and employee at unprecedented scale Experience Agents are just one of the innovations that will be unveiled at Qualtrics X4 March 18-20 in Salt Lake City QUALTRICS X4, SALT LAKE CITY, March 17, 2025 /PRNewswire/ -- Qualtrics, the leader and creator of the experience management category, today unveiled Experience Agents™: highly specialized AI agents that autonomously deliver exceptional customer and employee experiences at scale across every channel and interaction. Unlike transactional AI agents that promise efficiency, Experience Agents are designed to interact directly with customers and employees.

Leveraging breakthroughs in generative AI, visionary enterprises like Microsoft, ASICS, Marks & Spencer, Johnson Controls and more are partnering with Typeface to achieve personalized storytelling at scale PALO ALTO, Calif.--( BUSINESS WIRE)--Typeface today announced the launch of a new Marketing AI Platform to reimagine the entire content lifecycle with a suite of deeply specialized marketing agents (Arc Agents), powered by a dynamic brand system of intelligence (Brand Hub), and a true collaboration space where marketers and AI come together (Spaces). Unlike the traditional content supply chain where assets scatter across systems, teams work in silos, and insights come too late, Typeface’s AI-Native Content Lifecycle accelerates every stage of the content journey, from campaign ideation to performance optimization – enabling true personalization at scale through a ground-up rebuilding of the marketing stack for the AI era.

New agentic AI eliminates manual inefficiencies, accelerates personalization and delivers real-time engagement at scale NEW YORK--( BUSINESS WIRE)--Businesses that anticipate customer needs, personalize engagement, and act in real time are gaining a competitive edge. Resulticks, a global leader in real-time audience engagement, today announced the launch of Genie, an advanced AI-powered agent designed to help teams quickly turn insights into action, measure attribution, make better decisions and drive better customer experiences.

With NICE, Certified Languages International will streamline operations, elevate global interpretation services, and deliver tailored, automated customer service across industries Hoboken, N.J., March 12, 2025 – NICE (Nasdaq: NICE) today announced that Certified Languages International, a full-service language company specializing in on-demand interpreting and document translation services supporting 230 languages worldwide, has selected NICE CXone Mpower as its platform of choice to upgrade its customer service operations. By migrating from its legacy infrastructure, the company aims to enhance workflow automation, unify its knowledge base and ensure seamless support for its agents and interpreters —delivering exceptional experiences at every interaction.

QuestionPro and MarketCulture Partner QuestionPro and MarketCulture have announced a strategic partnership that empowers companies to build and sustain a customer-centric culture, a crucial driver of customer satisfaction, loyalty, and business growth. SAN FRANCISCO, March 12, 2025 (GLOBE NEWSWIRE) -- QuestionPro, a global leader in online survey and research services, and MarketCulture, a leading provider of employee and customer engagement tools and analytics, today announced a strategic partnership.

The only platform to consolidate seller productivity and forecasting precision to run all enterprise revenue workflows, end-to-end SUNNYVALE, Calif.--( BUSINESS WIRE)-- Clari, the leader in Enterprise Revenue Orchestration, today announced a suite of AI-driven innovations designed to supercharge enterprise revenue growth. Building on 10 years of AI innovation, Clari is the only platform that integrates internal and external-facing AI-powered workflows, bringing all revenue-focused functions into one platform to drive execution across the entire revenue lifecycle.

Integrated and industry-specific solutions yield 50% more commerce and 39% time saved in social customer care NEW YORK--( BUSINESS WIRE)-- Emplifi, a leader in customer engagement solutions, today launched Emplifi Fuel, an out-of-the-box customer engagement solution that revolutionizes how brands organize, plan, and execute marketing campaigns and customer care strategies. Powered by public voice-of-customer (VoC) data, brand specific content, and generative AI, the platform provides industry-specific social media marketing, commerce and care solutions.