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Webex Contact Center

Webex Contact Center Incorporates Generative AI Conversation Summaries

The News: Cisco announced at its Cisco Live customer event on June 7 the incorporation of generative AI summarization technology into Webex Contact Center, which is designed to provide workers with better efficiency and collaboration…

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WebMD acquires Limeade

WebMD Health Services Announces Intent to Acquire Limeade

The News:   Wellbeing solutions provider WebMD Health Services, a part of WebMD Health Corp, announced its intention to acquire employee wellbeing company Limeade. The latter company, which is based in Bellevue, Washington, but publicly…

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AI-enabled personalization and optimization for customer data platforms

Twilio’s CustomerAI Technology Enables One-to-One Customer Engagement

The News: Customer engagement platform Twilio this week announced CustomerAI, its technology that leverages the combined power of large language models (LLMs) with the rich customer data that flows through Twilio’s Customer Engagement…

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Generative AI for personalized marketing and commerce

Salesforce Unveils Marketing GPT & Commerce GPT for End-to-End Personalization

The News: Salesforce announced on June 7 at Connections its latest generative AI product offerings, Marketing GPT and Commerce GPT. The two products combine generative AI technology with trusted, real-time data from Data Cloud,…

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Generative AI for CX management

Sprinklr AI+ Unifies Its Proprietary AI with Generative AI from OpenAI

The News: Sprinklr announced late last month the launch of Sprinklr AI+, its new AI offering that unifies proprietary AI from Sprinklr via generative capabilities powered by an enterprise API integration with OpenAI. The combination of the two…

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Enterprise automation using AI

Automation Anywhere Launches Generative AI Tools

The News: Automation Anywhere, a cloud native intelligent automation vendor, announced on June 1 that it had infused generative AI across its Automation Success Platform. The company highlighted three specific product announcements that…

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Customer care through social media

Customer Care Questions Drive Significant Engagement with Social Media Platforms

The News: Communicating with brands on social media platforms has become a preferred strategy for many consumers, according to the results of a recent Khoros survey that included more than 1,300 respondents who indicated they had tweeted…

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AI-powered virtual assistant

Nexthink Assist Launched to Support Digital Employee Experience

The News: Digital employee experience (DEX) management provider Nexthink has introduced Nexthink Assist, a virtual assistant that leverages AI to help resource-constrained and overloaded IT teams address problems faster and more easily. This new…

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Contact center as a service

Five9 Accelerating Its Push Into the Enterprise Market

The News: Five9 underscored its strong financial results posted during its Q1 2023 earnings period during an analyst briefing on May 25. The CCaaS vendor reported $218.4 million in revenue for the first quarter, a 20% increase above the $182.8…

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Latest Research

Employee Experience

Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies

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CX in the Healthcare Industry

Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts

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