The Wire (Page 58)

Artificial intelligence agents, as part of the Talkdesk Ascend AI platform, redefine the art of the possible in customer experience as actions, decisions, and goals are initiated and made without direct human intervention Integrating agentic artificial intelligence (AI) across the entire Talkdesk AI suite enables complex tasks and decisions to be made more independently, without human intervention, through powerful AI Agents. The Talkdesk Ascend AI™ platform helps enterprises achieve higher levels of automation and personalization for superior customer experiences.

The Only Enterprise CSP with Enterprise-Grade Custom AI Models for Driving Growth REDWOOD CITY, Calif., October 22, 2024 /PRNewswire/ — Totango, a leader in enterprise solutions that help companies drive growth from their customer base, today announced Unison, an AI-powered growth intelligence engine. This new product line — available to all businesses, including those using other customer success platforms (CSP) or who do not have a CSP implemented — will launch with two solutions for churn intelligence so that CS and revenue leaders can unify customer data to accurately predict churn, rapidly detect risk, or identify customers ready for expansion.

CXone Mpower revolutionizes AI for customer service on a unified hyper platform, enabling enterprises to design, build and operate automation for workflows, agents and knowledge at scale and precision. Hoboken, N.J., October 22, 2024 – NICE (Nasdaq: NICE) today launched the next generation of CXone Mpower.

Announcing Reltio Customer 360™ capability to segment based on interactions and behavior, partner integrations, native-multifactor authentication (MFA), and the general availability of Reltio’s AI-powered Flexible Entity Resolution Networks (FERN)™ REDWOOD SHORES, Calif.--( BUSINESS WIRE)-- Reltio ®, the leader in data unification and management, today launched its latest product release featuring capabilities to empower data leaders, by further strengthening its best-of-breed data unification offerings for multidomain MDM and customer 360 profiles. This includes dynamic segmentation using behavioral data and general availability of pre-trained LLM models for out-of-the-box individual and organization data matching.

New AI Maturity Benchmark Report Shows Advanced Solutions More Likely to Improve Customer Satisfaction, Agent Productivity and Revenue Growth SAN FRANCISCO--( BUSINESS WIRE)--Sixty percent of artificial intelligence (AI) deployments in the contact center are low maturity, according to a new AI Maturity Benchmark Report by UJET, a leading provider of AI-powered cloud contact center solutions. The data – which found low maturity deployments do not drive business value or solve customers’ problems – provides insight into why many organizations struggle to unlock results in their AI journeys. “The majority of contact center AI deployments we see are disproportionately focused on deflection and containment through self-service with cost management and agent efficiency as key business priorities,” said Vasili Triant, Co-CEO of UJET. “This new data shows that more mature AI deployments emphasizing customer experience, revenue growth, and business insights correlate directly to better business outcomes.

October 21, 2024 -- Jared Spataro - CMO, AI at Work -- Already, 60 percent of the Fortune 500 are using Microsoft 365 Copilot to accelerate business results and empower their teams. With Copilot supporting sales associates, Lumen Technologies projects $50 million dollars in savings annually.

The popular identity solutions suite can now integrate across publishers via leading SSPs and header bidding marketplaces, including Amazon Publisher Services, InMobi Advertising, Magnite and PubMatic as launch partners New York, NY (October 17, 2024) – Yahoo today announced that Yahoo Identity Solutions are now widely available through leading publisher tools and SSPs. With this update, publishers can implement Yahoo Identity Solutions through launch partners Amazon Publisher Services (APS) via Connections Marketplace, InMobi Advertising, Magnite, and PubMatic.

Even More Personalized, Conversational AI Self-Service Offering Driving Increased 8x8 Customer Adoption with Over One Million Interactions to Date CAMPBELL, Calif.– October 17, 2024 — 8x8, Inc. (NASDAQ: EGHT), a leading business communications, CX, and CPaaS platform provider, today announced the expanded availability of AI-powered voice support for 8x8 Intelligent Customer Assistant, adding to the already available digital capabilities and helping to drive increased 8x8 customer adoption and usage. 8x8 Intelligent Customer Assistant, a powerful, user-friendly conversational AI solution that equips organizations with virtual agents, enables businesses to create instant, effortless, and engaging self-service experiences, now supports human-like voice as well as digital interactions across multiple regions and languages to deliver automation and personalized experiences at scale. AI-powered voice self-service enables the automation of customer interactions to rapidly resolve a wide range of use cases and issues, such as managing healthcare appointments, sales support and order management for retail purchases, paying utility and financial service bills, solving routine IT issues in professional services organizations, and managing travel and hospitality reservations.

Innovation continues after the unveiling of Sitecore® Stream and Sitecore's vision for the Intelligent DXP NASHVILLE, Tenn., Oct. 17, 2024 /PRNewswire/ -- Sitecore ®, a global leader in digital experience software, today announced that its XM Cloud, Content Hub, Customer Data Platform, and Personalize solutions – all part of Sitecore's digital experience platform (DXP) – are now Health Insurance Portability & Accountability Act (HIPAA) ready following attestation from an independent auditor. This strategic milestone reflects Sitecore's leadership in delivering a no-compromises, next-generation DXP to regulated industries, giving them the power and flexibility to create digital experiences that are engaging, personalized, and more secure. "HIPAA compliance is essential in today's healthcare environment, and we're pleased to see Sitecore supporting it with their DXP's content and experience solutions," said Rick Heron, Chief Experience Officer at Western Health Advantage. "Sitecore's focus on supporting stringent regulatory standards reinforces the trust we have in their platform as we continue to innovate and deliver digital experiences for our patients." John Berndt, Senior Vice President for Health, Valtech North America, commented: "I'm excited to see how Sitecore continues to enhance the security of patient healthcare information within its powerful SaaS DXP products.

Former Tableau CMO joins Contentful to lead new wave of content marketing innovation in the age of AI DENVER & BERLIN--( BUSINESS WIRE)-- Contentful, a leading composable content platform trusted by more than 4,200 customers, announced today the appointment of Elizabeth Maxson as Chief Marketing Officer. Maxson joins as Contentful drives an industry shift from legacy monolithic content platforms to flexible, fully composable solutions with built-in AI-powered personalization capabilities that deliver scalable content for leading brands.