Software
ON24 | January 24, 2024
Today, ON24 marks the next chapter of its innovation strategy with the launch of its next generation intelligent engagement platform. With AI-powered intelligence at the core, ON24 will now enable enterprises to continuously engage audiences through hyper-personalized experiences that deliver connected insights and drive cost-efficient revenue growth.
“AI will fundamentally reshape sales and marketing and reimagine the customer experience. This means that sales and marketing teams must embrace AI to innovate and adapt, or risk being left behind,” says Sharat Sharan, co-founder, President and CEO. “With the launch of the ON24 Intelligent Engagement Platform, we are excited to leverage our unique foundation of first-party data to give our industry-leading customers an AI advantage, so that they can combine best-in-class experiences, personalization and content, to capture and act on connected data and insights at scale to drive revenue growth. And, we believe AI will continue to be a key differentiation for our own business and technology strategy moving forward, powering a new era of intelligent engagement.”
Built on its foundation of first-party data, the ON24 Intelligent Engagement Platform combines best-in-class digital experiences, including the company’s flagship webinar, virtual event and content marketing products, with its new AI-powered Analytics and Content Engine (ACE) to provide an integrated go-to-market solution. The platform’s comprehensive set of capabilities will help sales and marketing teams to:
Scale personalized experiences: Build best-in-class, branded experiences that reach their prospects and customers at scale and are hyper-personalized for individuals.
Automate continuous engagement: Interact with prospects and customers 24/7 through AI-generated content and always-on nurtures.
Deliver connected insights: Track audience engagement data across interactions and analyze engagement across key audience segments.
Drive revenue growth: Enable data-driven actions across go-to-market teams to generate pipeline and build lifetime customer relationships.
“Today’s launch of the ON24 Intelligent Engagement Platform brings our AI innovation together with more than a decade of market leadership, product development and first-party engagement data,” said Jayesh Sahasi, EVP of Product and CTO at ON24. “We believe this will unlock even greater value for our customers, providing AI-powered intelligence that keeps getting smarter, more personalized and more effective over time."
About ON24
ON24 is on a mission to help businesses bring their go-to-market strategy into the AI era and drive cost-effective revenue growth. Through its leading intelligent engagement platform, ON24 enables customers to combine best-in-class experiences with personalization and content, to capture and act on connected insights at scale.
ON24 provides industry-leading companies, including 3 of the 5 largest global technology companies, 3 of the 5 top global asset management firms, 3 of the 5 largest global healthcare companies and 3 of the 5 largest global industrial companies, with a valuable source of first-party data to drive sales and marketing innovation, improve efficiency and increase business results. Headquartered in San Francisco, ON24 has offices globally in North America, EMEA and APAC. For more information, visit www.ON24.com.
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Future Tech
Zendesk | January 08, 2024
Zendesk today announced it has signed a definitive agreement to acquire Klaus, the industry leading AI-powered quality management platform. AI is driving a rapid increase in customer interactions and radically transforming the world of customer service. Customer service teams are being asked to increase their ROI by managing a rising volume of interactions while providing quality service, and increasing their organization's efficiency in the process. With Klaus, Zendesk customers will be able to deliver consistent, high quality service across every channel and across both human and digital agents (bots) – all while unlocking the power of everyday customer interactions to increase loyalty.
"As AI drives up the speed and frequency of customer engagement, only AI-powered quality assurance (QA) can keep up as companies work to identify and fix gaps in their customer service operations," said Adrian McDermott, chief technology officer, Zendesk. "The combination of Zendesk AI and Klaus' capabilities will help businesses navigate greater complexity and volume and ensure both digital and human agents deliver highly personal and empathetic service."
"Zendesk and Klaus share a vision of AI-led, personalized CX with businesses fully anticipating and acting on their customers' needs," said Martin Kõiva, CEO and founder, Klaus. "QA software plays a critical role in this, ensuring consistency, assessing both human and digital agent performance and providing actionable insights for strategic planning. As part of Zendesk, we will continue to build and deliver these crucial capabilities, but now at an even greater scale."
With digital agents resolving more service inquiries without human interaction, having a QA solution that analyzes both human and digital agent performance is crucial to maintaining quality control and providing best-in-class customer service. While most QA software is capable of only scoring 1 to 2 percent of interactions and cannot recognize systemic trends, Klaus' AI scores 100 percent of customer support interactions. It pinpoints conversations with positive or negative sentiment, identifies outliers, churn risk, escalations and follow-ups across all conversations – even those done by digital agents or outsourced teams. Klaus spots knowledge gaps and coaching opportunities that can be used to improve agent performance and productivity, all of which results in higher customer satisfaction.
WEM is a critical capability for today's customer service leaders. The acquisition of Klaus will be the latest addition to the company's existing workforce engagement management (WEM) solutions which includes Tymeshift, a modern workforce management tool built exclusively for Zendesk. The company acquired Tymeshift in June 2023. The acquisition of Klaus is anticipated to close in the first quarter of 2024 upon receipt of required regulatory approvals and other customary closing conditions.
About Zendesk
Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers. The company was conceived in Copenhagen, Denmark and today operates in more than 20 countries around the world.
About Klaus
Klaus is an AI-powered quality management platform that helps companies drive revenue through excellent customer service. Headquartered in Tallinn, Estonia, Klaus was founded in 2018 by Martin Kõiva, Kair Käsper and Egon Sale and has nearly 100 employees.
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General AI
Glassbox | January 11, 2024
Glassbox (TASE:GLBX), a leading provider of digital experience intelligence for web and mobile applications, today announced the availability of its enterprise-ready AI assistant, which the company has named GIA (Glassbox Insights Assistant). Glassbox turned to Microsoft Azure OpenAI Service, which hosts OpenAI models fully within the secure Azure environment, to elevate the security and privacy standards of its previously announced AI assistant. In combination with Glassbox’s patented data privacy measures, users of the AI assistant can be confident that the conversational interface is protected with the level of rigor they expect from both Microsoft and Glassbox.
“We developed the AI assistant earlier based on OpenAI’s GPT model. However, our commitment to responsible AI and our exacting security, data privacy and compliance standards compelled us to turn to the Microsoft Azure OpenAI Service for its additional protections for potentially sensitive data shared or accessed through the new generative AI (GenAI) interface,” said Glassbox co-founder and Chief Technology Officer Yaron Gueta. “GIA sets a new bar for what organizations should expect of GenAI solutions from their software providers.”
Glassbox captures millions or billions of digital experience data points for each of its customers every month that give them the richest possible set of data about their digital customer experience. GIA allows Glassbox users to uncover deep digital insights quickly and without technical knowledge or reliance on data and analytics teams.
“Microsoft Azure OpenAI Service is ideal for companies like Glassbox that need to deliver enterprise-grade GenAI solutions based on vast, proprietary datasets,” added John Montgomery, CVP, Azure AI at Microsoft. “By using the power of our generative AI capabilities, Glassbox’s AI assistant can deliver a better experience to customers with the security measures of Azure.”
With Gartner predicting that more than half of all successful technology solutions will be delivered to “nontraditional” buyers outside of IT by 2025, one of the pillars of Glassbox’s AI strategy is to make its unparalleled set of digital experience data more actionable, more quickly by more users for greater business impact. GIA is central to this strategy as Glassbox shifts increasingly towards natural language interfaces.
The use of GenAI to unlock digital insights is also a key step in realizing Glassbox’s Autonomous CX vision, which promises to revolutionize the customer experience domain by making digital experiences fully self-optimizing.
GIA is immediately available within the Glassbox digital experience intelligence platform when deployed in a customer’s preferred cloud environment.
About Glassbox
Glassbox (TASE:GLBX) reveals the insights that empower organizations to deliver better digital customer experiences. Our Digital Experience Intelligence platform automatically captures, visualizes and analyzes every digital journey in real time across websites and mobile apps. It serves as the unifying platform for product, UX, marketing, IT, analytics teams (and more) to assess performance, prioritize projects and optimize experiences. With unparalleled data privacy and security built in, hundreds of global customers across industries have chosen Glassbox to grow and optimize their digital businesses. Learn more at glassbox.com.
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Software
LambdaTest | January 09, 2024
LambdaTest, a leading cloud-based unified testing platform, announced an integration with New Relic, the all-in-one observability platform for every engineer, to help bridge the gap between testing and performance monitoring. This integration empowers software engineering, quality assurance, and DevOps teams to visualize and understand their digital experience testing metrics in real-time by providing a single view of their LambdaTest results alongside performance insights from across the entire software stack—all within the New Relic observability platform. With the ability to optimize and monitor automated test execution results, technical teams gain deeper insights into automation scripts that enable them to deliver high-quality products at an accelerated pace.
Every modern business is encountering challenges as digital ecosystems become increasingly complex, large, and distributed. At the same time, without a unified platform, software teams and testers have limited visibility into automation script performance, which can lead to collaboration silos, inefficient resource utilization, and slower incident identification and response times. To address the need for observability in test execution data and analytics, this integration arms engineering teams with actionable insights to efficiently address automation script issues, reduce testing bottlenecks, and optimize software performance. This allows organizations to ensure fast and reliable application delivery, so they can produce better digital experiences for their customers—before it impacts their bottom line.
The LambdaTest and New Relic integration allow users to:
Proactively improve digital experiences with a pre-built, curated New Relic dashboard to monitor key metrics such as test executions, durations, failure rates, and errors.
Accelerate troubleshooting with deeper insights into test failures, anomalies, and environments where errors occurred.
Build better cross-platform experiences by gaining insights on website and application compatibility and functionality across thousands of different browsers and devices.
“In our digital-first world, poor user experiences are more than just an annoyance—they have the power to cause significant loss in revenue,” said Manav Khurana, Chief Product Officer at New Relic. "With the LambdaTest integration for New Relic, we’re combining the power to automate digital experience testing with our unified telemetry and all-in-one observability platform—so organizations can optimize their digital experiences, without needing multiple tools to monitor the rest of their software stack.”
Mayank Bhola, Co-Founder and Head of Product at LambdaTest stated, "This integration is not just a technical enhancement but a strategic move towards empowering businesses with data-driven decision-making. The combined strength of LambdaTest and New Relic ensures that businesses can deliver high-quality software at a faster pace, ultimately contributing to their bottom line."
This integration is now available to all LambdaTest users and all New Relic full platform users at no additional cost. To get started, check out the LambdaTest quickstart integration for New Relic.
About LambdaTest
LambdaTest is an intelligent and omnichannel enterprise execution environment that helps businesses drastically reduce time to market through Just in Time Test Orchestration (JITTO), ensuring quality releases and accelerated digital transformation. Over 10,000+ enterprise customers and 2+ million users across 130+ countries rely on LambdaTest for their testing needs.
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