Medallia, the global leader in customer and employee experience, announced that it has entered into a recapitalization agreement with its lenders that will strengthen its financial foundation for long-term growth. Continue reading Medallia Announces Milestone Agreement with Group Led by Blackstone, Apollo, and FSK to Transition Ownership
Stewart Golf tees up 24/7 customer support as Crescendo’s AI resolves 75% of enquiries
Stewart Golf, the leading manufacturer of follow golf trolleys, has transformed its customer support operation with AI-powered customer experience platform Crescendo. Continue reading Stewart Golf tees up 24/7 customer support as Crescendo’s AI resolves 75% of enquiries
Route 101 Modernises Identicare Contact Centre with AI-Powered Voice Platform
Route 101, a leading technology systems integrator and cloud customer experience specialist, has successfully modernised the contact centre of Identicare, a UK-based pet microchip database provider, through the deployment of an AI-powered cloud voice platform. Continue reading Route 101 Modernises Identicare Contact Centre with AI-Powered Voice Platform
Kraken Launches Autonomous Agents for Utility Customer Service Built in Partnership with Sierra
Kraken, the most-loved operating system for utilities, unveiled Autonomous Agents, utility-specific AI agents that orchestrate complex workflows to deliver customer resolutions at scale. Developed in partnership with Sierra, Autonomous Agents combines Sierra’s leading AI customer experience platform with Kraken’s AI-driven operating system, utility data model and deep energy expertise. Continue reading Kraken Launches Autonomous Agents for Utility Customer Service Built in Partnership with Sierra
Salesforce Signs Definitive Agreement to Acquire Fin
Salesforce, the global leader in CRM, announced it has signed a definitive agreement to acquire Fin, formerly Intercom, an industry-leading customer agent company. Under the terms of the agreement, Salesforce will acquire Fin for approximately $3.6 billion, subject to customary purchase price adjustments. Continue reading Salesforce Signs Definitive Agreement to Acquire Fin
TELUS Digital and Cresta Partner to Deliver AI Agents and Augment Human Agents to Elevate CX
Cresta, the unified customer experience AI platform for human and AI agents, announced a partnership with TELUS Digital, a global technology service provider specializing in AI-powered digital customer experiences (CX) and future-focused digital transformations. Continue reading TELUS Digital and Cresta Partner to Deliver AI Agents and Augment Human Agents to Elevate CX