The Wire (Page 45)

A new era of customer engagement begins as BlueConic lets marketers launch personalized, interactive content—without leaving the CDP BOSTON, April 24, 2025 /PRNewswire-PRWeb/ -- BlueConic, the leading Customer Growth Engine, today announced the native integration of Experiences by Jebbit into its Customer Data Platform (CDP)—making it the first CDP to give marketers a fully embedded, no-code way to launch interactive experiences, powered by real-time profiles and segmentation. With this new integration, marketers can seamlessly incorporate quizzes, surveys, and guided journeys directly into their site experiences via BlueConic Dialogues without relying on technical resources.

The professional peer network is inspired by a recent Alliance report which found companies that have widely implemented MACH are twice as likely to leverage AI compared to those new to MACH CHICAGO--( BUSINESS WIRE)--The MACH Alliance, a not-for-profit industry body dedicated to advocating for open, best-in-class technology ecosystems, today unveiled the MACH AI Exchange, a professional peer network focused on guiding real-world AI implementation for enterprise companies. The program will launch at The Composable Conference 2025, the MACH Alliance’s global annual event taking place April 22-24 in Chicago.

The new functionality adds to Insightful's contact center offerings, which are already proven to increase performance by up to 78%. SAN FRANCISCO, April 23, 2025 (Newswire.com) - Insightful.io, a leading provider of workforce analytics and remote work software, today announced the launch of its new Quality Management (QM) module for contact centers, with the potential for up to 99% coverage.

Talkdesk applies agentic AI automation to bank and credit unions’ customer service and support workflows to seamlessly uplevel customer experience PALO ALTO, Calif. —April 23, 2025— Talkdesk®, Inc., a global provider of artificial intelligence (AI)-powered customer experience (CX) technology that serves enterprises of all sizes, today announced a new agentic AI solution —part of the Talkdesk Ascend AI™ platform—purpose-designed for banks and credit unions to deliver high-value, personalized service across the entire customer journey. Unlike one-size-fits-all agentic AI offerings, Talkdesk AI Agents for Financial Services is an out-of-the-box solution built on industry-specific AI models with deep integration into core banking, digital banking, and customer relationship management (CRM) platforms—making it easier for financial services institutions to implement a new level of customer experience automation that delivers real value.

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.