Customer Wins for Adobe, Content Guru, IQVIA, Freshworks, and Mindtree
Adobe Teams Up with U.S. Bank to Provide More Personalized CX Adobe is working with U.S. Bank to deliver enhanced online and in-branch CX personalized to the individual needs and interests of the bank’s customers. The bank is adopting Adobe Experience Platform (AEP), the foundation for Adobe Experience Cloud applications, to deliver relevant and engaging […]
Salesforce Introduces Contact Center Solution for Companies to Save on Costs
In a forceful move to compete in the contact center market, Salesforce recently launched the Salesforce Contact Center, its own version of a contact center solution and a full-fledged contact center as a service (CCaaS) platform that the San Francisco-based behemoth says will provide companies with more personalized CX and substantial cost savings. Bringing together […]
10KC, Jasper, and Acoustic Obtain New Investment and Growth Funds
10KC Announces $56 Million Investment for New World of Work 10KC, the diversity-founded talent experience platform provider also known as Ten Thousand Coffees, recently received an investment of $56 million, its first institutional raise since the company’s formation in 2014. The investment is from Five Elms Capital, a major growth investor in world-class software businesses […]
US Retailers Hesitate to Hire More People for Busy Holiday Season
American retailers remain reluctant to hire more workers for the holidays during the busiest time of the year for stores in the face of deepening economic uncertainty, but the shortage in staffing can also be attributed to a growing lack of interest among workers to take on retail jobs, according to a new report from […]
Customer Wins for Canvs AI, Sprinklr, eGain, Tealium, and MoEngage
Canvs AI and PODS Team Up to Power CX Canvs AI, the provider of a text analytics platform for consumer insights and CX, says its platform has been successfully adopted by PODS, the popular moving and storage company with a professed CX and customer feedback mindset. Receiving tens of thousands of customer comments annually […]
US Department of Labor Awards $1.2 Million Contract to Improve CX for Veterans
The US Department of Labor (DoL), by way of its agency the Veterans’ Employment and Training Service (VETS), has awarded a $1.2 million technical service contract to Technical Assent LLC, a service-disabled veteran-owned small business. The contract aims to improve the CX for veterans and to transition retiring service members and military spouses to civilian life through […]
New Research from Conduent, Bazaarvoice, Redpoint Global, and Pegasystems
Conduent: Human Touch is Still Needed, Even in Digital CX A new report from New Jersey-based business process solutions firm Conduent points out that even digital channels need a human element, with 65% of consumers wanting an agent to respond in digital channels like chat, and engaging in conversational CX when warranted. Findings from Conduent’s […]
Japan’s transcosmos and NTT Launch Demo of Virtual Contact Center in the Metaverse
The Japanese organizations transcosmos and NTT Communications recently launched a demo test of a virtual contact center in the metaverse that sought to find new ways of working for remote employees in the post-pandemic era, consolidating both decentralized physical contact centers and agents working from home. The initiative aims to improve working conditions for employees […]
New Acquisitions by Granicus, ResultsCX, InteractiveTel, and Appier; Perch Raises New Funds
GovTech CX Firm Granicus Acquires Rock Solid Granicus, the provider of CX technologies and services for government, has acquired Rock Solid Technologies, the citizen engagement software solutions firm. Financial terms of the deal have not been disclosed. The two companies share a long commitment of developing and growing digital modernization capabilities aimed at streamlining government operations […]
Customer Wins for Contentsquare, Freshworks, Sprinklr, Algolia, and Medallia
Saatva Selects Contentsquare for Customer Analytics Contentsquare, the provider of an AI-powered platform for contextual insight into customer behaviors, is partnering with luxury sleep company Saatva to help gain greater exposure and boost conversion rates. Over the past 10 months, Contentsquare has helped Saatva accelerate its testing roadmap velocity, with Saatva’s analytics team addressing pain […]
Qualtrics Releases New Solutions: Real-Time Agent Assist and Automated Call Summaries
Experience management (XM) creator and provider Qualtrics has released two new real-time contact center solutions aimed at making agents more productive and empathetic. With the first solution, Real-Time Agent Assist, artificial intelligence (AI) and machine learning (ML) are deployed to analyze customer needs and emotions, and then real-time coaching is delivered so contact center agents […]
New Funding Activity for Bloomreach, Klaus, and Ovation
Bloomreach Secures $30 Million Credit Facility Software developer and customer journey orchestrator Bloomreach has entered into a $30 million, three-year credit facility with J.P. Morgan. The $30 million base facility includes a debt accordion that may permit up to $130 million in borrowing, and follows a $175 million equity investment announced by the company in February […]
