The Wire (Page 7)

PHILADELPHIA, June 11, 2025 /PRNewswire/ -- Pontem Tech Partners, the market-leading vendor-neutral customer experience technology advisory and sourcing partner, is thrilled to announce the appointment of Trish Wethman to our leadership team as Chief Experience Officer. About Trish Wethman Trish is a strategic executive with a strong track record in customer insights and innovation, experience architecture, organizational alignment, and culture development.

June 11, 2025 -- NiCE’s 2025 Global Happiness Index reveals that consumers are now experiencing the benefits of AI in CX, and 69% trust AI-powered companies as much, or even more, than those without it NiCE today announces the findings of its 2025 Global Happiness Index, revealing a surprising contrast: while global happiness has dropped nearly 10 points, from 66% in 2024 to just 58% in 2025, happiness with the state of customer service is on the rise. In fact, customer service happiness surged 5 percentage points year over year, reaching a new high of 41%.

New AI-powered platform turns conversations into insights for quality assurance, performance gains, and coaching opportunities - amplifying human decision-making without replacing it. GAINESVILLE, FL / ACCESS Newswire / June 11, 2025 / Insight7, a leading developer of conversational intelligence solutions, today announced the official launch of its new Call Evaluation platform.

Talkdesk Customer Experience Automation introduces a new category in the customer experience market: fully autonomous, multi-agent AI automation discovered, built, orchestrated, and measured across the entire customer journey PALO ALTO, Calif. and LAS VEGAS—June 11, 2025— Talkdesk®, Inc. today upended the customer experience (CX) market with the launch of Customer Experience Automation (CXA) —a new software category and platform purpose-built to automate the full complexity of modern customer journeys. Customer Experience Automation goes far beyond traditional contact center as a service (CCaaS) and customer relationship management (CRM) solutions.

New York City, NY; June 10, 2025 - AI startup Dreamhub has launched the world’s first AI-native CRM for B2B SaaS, challenging the legacy technology limitations of leaders like Salesforce and Hubspot. Built with a modern AI-vertical ontology, Dreamhub replaces bloated CRM stacks with a solution that updates itself, executes workflows, and delivers profound predictive AI insights.

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.