The Wire (Page 8)

MIAMI & DALLAS--( BUSINESS WIRE)-- Foundever ®, a global leader in the customer experience (CX) industry, today announced an expansion of its long-term collaboration with Cognigy, a global leader in AI-powered customer service solutions, in bringing Agentic AI into full-scale production across enterprise CX environments. This partnership addresses the increasing demand from global brands for sophisticated AI solutions that offer proactive, autonomous service, going beyond basic automation to deliver secure, scalable, personalized and human-centric interactions.

Human Agents Reemerge as Essential Components in Customer Service Strategies Amid AI Integration Challenges Jue 10, 2025 -- By 2027, 50% of organizations that expected to significantly reduce their customer service workforce will abandon these plans, according to Gartner, Inc. This shift comes as many companies struggle to achieve their “agent-less” staffing goals, highlighting the complexities and challenges of transitioning to AI-driven customer service models.

The global survey report highlights the importance of addressing gaps that will be crucial in proving the value of customer education and securing further investment for programs. DUBLIN--( BUSINESS WIRE)-- LearnUpon, a leading Learning Management System (LMS) provider, today released new research exploring the current state of customer education.

AI Agents work 24/7 to analyze user behavior, run experiments, and optimize product experiences so teams can achieve more SAN FRANCISCO--( BUSINESS WIRE)-- Amplitude, Inc. (Nasdaq: AMPL), the leading digital analytics platform, is revolutionizing product development with the debut of Amplitude AI Agents. These new agents turn Amplitude into a team of specialized experts that help you accomplish specific goals, such as better checkout conversion or faster feature adoption.

PAR® Engagement empowers restaurants to engage smarter, move faster, and multiply impact—one connected experience at a time NEW HARTFORD, N.Y.--( BUSINESS WIRE)-- PAR Technology Corporation (NYSE: PAR), a global leader in enterprise foodservice technology, today announced the launch of PAR® Engagement —a next-generation portfolio of engagement products purpose-built to help enterprise restaurants convert more guests, grow faster, and simplify operations. PAR® Engagement brings together loyalty, marketing & offers, ordering, and guest data into one deeply integrated platform.

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.