Software

Apiiro Launches Partner Program to Fix Cloud-Native App Risks Faster

Apiiro
The Apiiro Partner Program, which provides complete support for technical, consulting, and reseller partners across the Cloud-Native Application Protection Platform (CNAPP) ecosystem, was introduced today by Apiiro, the pioneer in Cloud-Native Application Security.

Because vulnerabilities are scattered across the design, code, open-source packages, infrastructure-as-code, containers, Git and CI/CD servers, and cloud infrastructure in the era of cloud-native application development, the remediation lifecycle is becoming longer and more complex.

Furthermore, due to the absence of context, the overall efficacy has been harmed by noisy warnings and false positives as a result of the change in responsibilities and the usage of a plethora of tools, each addressing only a small fraction of cloud-native application threats. Therefore, the visibility of the Software Bill Of Materials (SBOM) and context from cloud infrastructure to code are critical for the repair process across the software supply chain.

Partners from the cloud-native application security, DevOps, cloud infrastructure security, and other cybersecurity industries, such as Alacrinet, Defy Security, Google Cloud, HashiCorp, NetSPI, NXGN, parabellyx, and Trace3, have joined the Apiiro Partner Program to help customers remediate cloud-native application risks across the software supply chain. The Apiiro Risk Graph technology and supporting tools will help partners accelerate customer adoption and success with a contextual shift left risk remediation technology.

"Our customers aren't just modernizing their cloud-native application security - they're reinventing the way they develop, build, and deploy cloud-native applications across the software supply chain. By uniting in the Apiiro Partner Program, Apiiro and our partners can collectively ensure cloud-native applications are developed and delivered in a secure manner."

John Leon, VP of Business Development at Apiiro

Training tools and sales resources, as well as access to technical evaluation demos and documentation to enable go-to-market and collaborative marketing opportunities, are all included in the program. Additionally, partners may boost their value to customers by delivering contextual shift left risk remediation before releasing to the cloud by joining the Apiiro Partner Program.

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Software

IBM to Acquire StreamSets and webMethods Platforms from Software AG

IBM | December 18, 2023

IBM (NYSE: IBM) today announced that it has entered into a definitive agreement with Software AG (FRA: SOW), a company majority owned by Silver Lake, to purchase StreamSets and webMethods, Software AG's Super iPaaS (integration platform-as-a-service) enterprise technology platforms, for €2.13 billion in cash. As organizations continue to accelerate their digital transformations, application and data integration solutions are critical elements for application modernization and effectively deploying AI across the enterprise. StreamSets and webMethods are among the technology leaders in application integration, API management, and data integration. IDC predicts the worldwide integration software market will exceed $18.0 billion in 2027 at a compound annual growth rate (CAGR) of 16.1%.1 The acquisition of StreamSets and webMethods is further evidence of IBM's deep focus and investment in AI and hybrid cloud. StreamSets will add data ingestion capabilities to watsonx, IBM's AI and data platform, while webMethods will give clients and partners additional integration and API management tools for their hybrid multi-cloud environments. The core offerings include: StreamSets - a cloud-native DataOps and data ingestion platform which allows enterprises to achieve consistent access and delivery of data across a wide spectrum of data sources and types. StreamSets also facilitates the design of smart data pipelines and the ingestion of real-time and batch data. webMethods - an integration and API management platform. The integration platform, deployed both on-prem and in the cloud, offers B2B integration, managed file transfer, and provides a modern API gateway to manage, monitor, and monetize APIs. Software AG's Super iPaaS platform is growing, profitable and has a significant recurring revenue profile. StreamSets and webMethods serve more than 1,500 clients across the globe. "Together with IBM's watsonx AI and data platform, as well as its application modernization, data fabric and IT automation products, StreamSets and webMethods will help clients unlock the full potential of their applications and data. This powerful combination helps drive innovation while preparing businesses for AI, no matter where applications or data reside," said Rob Thomas, Senior Vice President, Software and Chief Commercial Officer, IBM. "Today's news will give IBM clients and partners one of the most modern and comprehensive application and data integration platforms in the industry." The pending acquisition follows a more than 20-year relationship between IBM and Software AG, with both StreamSets and webMethods expected to drive synergy with IBM's current portfolio, including watsonx, Red Hat, the company's IT automation products, as well as IBM Consulting. Additionally, StreamSets and webMethods are expected to benefit from IBM's global scale, operating in more than 175 countries. "IBM is the ideal home for webMethods and StreamSets, the products at the heart of our Super iPaaS vision," said Sanjay Brahmawar, Chief Executive Officer of Software AG. "Combined with IBM's global scale and focus on hybrid cloud and AI, our people will have a fantastic opportunity to develop while helping enterprises everywhere get the most out of their applications and data." "We believe that there is no business more iconic or better suited than IBM to continue investing in and growing these great platforms," said Christian Lucas, Chairman of the Supervisory Board of Software AG and Managing Partner of Silver Lake. "The opportunity to bring the StreamSets and webMethods teams together with IBM to innovate in building the future of hybrid cloud and next-generation AI solutions for the enterprise is uniquely compelling. We are pleased that our investment in Software AG helped spark that vision, reflecting Silver Lake's commitment to partner with the world's best management teams and technology leaders in driving exceptional value creation for customers, employees and other stakeholders." StreamSets and webMethods will be acquired with available cash on hand. The consummation of the transaction is subject to customary closing conditions, including regulatory approvals, and is expected to be completed in the second quarter of 2024. About IBM IBM is a leading provider of global hybrid cloud and AI, and consulting expertise. We help clients in more than 175 countries capitalize on insights from their data, streamline business processes, reduce costs and gain the competitive edge in their industries. Thousands of government and corporate entities in critical infrastructure areas such as financial services, telecommunications and healthcare rely on IBM's hybrid cloud platform and Red Hat OpenShift to affect their digital transformations quickly, efficiently and securely. IBM's breakthrough innovations in AI, quantum computing, industry-specific cloud solutions and consulting deliver open and flexible options to our clients. All of this is backed by IBM's long-standing commitment to trust, transparency, responsibility, inclusivity and service. Visit www.ibm.com for more information.

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Software

Data Capture and Workflow Automation Leader Formstack Acquires Formsite

Formstack | December 11, 2023

Formstack, a PSG and Silversmith-backed software-as-a-service (SaaS) company that provides a versatile, no-code suite to create and orchestrate workflow with custom forms, documents, and eSignatures, today announced the acquisition of Chicago-based forms provider, Formsite. This acquisition aligns with Formstack's mission to empower users with practical solutions to everyday work problems and bolsters its position as a leader in the data capture and forms market. Over the past few years, Formstack has expanded its data capture capabilities to include document creation and management, electronic signature capture, and visual workflow building, enabling users to tap into powerful, end-to-end workflow automation. The combined capability is delivered as part of a powerful suite of tools that allows users to put their data to work for them in any number of ways and deliver relevant information to key systems via countless integrations with third party tools. Over 20,000 organizations, including Advent Health, Virgin Galactic, and Netflix rely on the Formstack suite of products to collect and manage data. With this acquisition, existing Formsite customers will gain access to Formstack’s differentiated capabilities and advanced workflow automation. It will also enable Formstack to reach a wider audience and offer a broader range of solutions, ultimately strengthening its position in the market and improving its ability to meet the evolving needs of businesses and organizations. “Formstack has a history of helping customers capture data and put it to work,” said Rob Lawrence, Chief Operating Officer of Formstack. “This acquisition strengthens our position as a leader in the data collection market and will also enable Formsite users to tap into all of our additional offerings and derive even more value from their current deployments of Formsite. We are excited to welcome these new customers and the Formsite team to the Formstack community, and introduce them to our world class service and product offerings.” Founded in 1998, Formsite was started by Randy Vroman as a way to help a colleague create their own Internet survey without assistance from others. Over 25 years, Formsite’s data capture capability has evolved to allow customers to build online forms and surveys without the need for programming knowledge. With over 10,000 customers, Formsite has grown organically without any external investors, stockholders, or pressure to compromise their mission to provide a world-class online forms and surveys platform. “We’re incredibly excited about the value this acquisition will deliver to Formsite customers,” said Randy Vroman, CEO of Formsite. “Formstack has built an incredible suite of workflow automation tools that will allow our customers to put their data to work in new and interesting ways. Our customers can expect the same great product experience and responsive customer service they have come to expect from Formsite and will experience complete continuity with no disruption to their current data capture solutions.” Over the next few months, the teams will be working on deeper integrations between the two offerings and the Formsite team will be stepping into new roles at Formstack. About Formstack Backed by PSG Equity and Silversmith Capital Partners, Formstack is a versatile no-code suite that simplifies data management and makes building automated workflows accessible to everyone. Designed for both non-technical users and developers, Formstack offers drag-and-drop functionality, open API, and seamless integrations to streamline data collection, document generation, eSignature, and more. Formstack additionally offers a native Salesforce form solution to streamline how Salesforce users capture and update records. Whether you're a small business or a large enterprise, Formstack provides a single, customizable solution for all your data collection and workflow needs. Launched in 2006, Formstack is trusted by over 20,000 organizations worldwide—including Advent Health, Virgin Galactic, and Netflix —to digitize what matters, automate workflows, and fix processes. To learn more, visit www.formstack.com.

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Future Tech

Zendesk signs definitive agreement to acquire Klaus

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

New SysAid Copilot counters ineffective chatbot deployments with next-gen, generative AI-powered IT Service Management

SysAid | January 12, 2024

SysAid, a leading provider of IT and Enterprise Service Management solutions, proudly announces the commencement of an exciting new chapter with the commercial release of SysAid Copilot, designed to liberate organizations by putting AI to work, for them and their people. At the core of SysAid Copilot is the AI Chatbot for End Users delivering always-on, 24/7 service. This conversational self-service experience uses generative AI to help employees work through issues by delivering answers, utilizing the organization's data, from knowledge base articles through ticket resolution history – as well as verified external data sources, links, and documents. Combating ineffective virtual agent deployment According to Gartner, "Staffing an IT service desk is difficult and a considerable expense. Long phone queues and abandoned calls are not uncommon. Yet, many I&O leaders have experienced issues with the implementation and adoption of virtual support agents, which are aimed at alleviating some of these challenges." One of the main factors attributed to these issues is that initial deployments of chatbots were ineffective[1]. With no code zero setup required, SysAid Copilot comes with a feature set designed to counter the potential pitfalls arising from sub-optimal deployment of traditional virtual support agents. The AI Usage Dashboard clearly reflects the value provided to both admins and end users through usage of SysAid Copilot features. For example, adoption of the AI Chatbot for End Users and Assistive AI features for admins. It also offers insights into AI-contained issues, indicating the rate at which problems were automatically resolved by SysAid Copilot using the organization's data and averting the need for ticket creation. In parallel, admins maintain ultimate control over the quality of responses with the ability to monitor, edit, and fine-tune answers provided by the AI Chatbot enabled by a Monitor and Fine-Tune feature. AI Author enables the provision of consistently professional service by rephrasing replies, elaborating on answers, and breaking down information into simple steps with responses that are comprehensible and accessible for employees. This also exempts admins from the need to grapple with wording and grammar. Embedded into the channels that employees already use, SysAid Copilot facilitates quick adoption within the organization. For example, employees get service in a single click from the AI Chatbot (one-click ticket creation) or automatically via the AI Emailbot, delivering an immediate response even before an admin sees the ticket. Increasing productivity SysAid Copilot leverages cutting-edge generative AI technology, elevating admins to play a strategic role in the organization and improving IT productivity by over 20%. "The release of SysAid Copilot is a momentous milestone in our quest to lead organizations on a transformative journey toward AI-driven organizational processes and excellence," said Avi Kedmi, SysAid CEO. "Tapping into specialized data accumulated from thousands of customers and millions of users, SysAid Copilot enables employees to enjoy a fully conversational experience, freeing up admins to focus on more strategic work and become the catalyst for organizational productivity. SysAid Copilot orchestrates service management across the organization, embodying our commitment to infusing intelligence and ease into the workday, reshaping the landscape of service management. And this is only the beginning, as our dynamic roadmap promises a steady stream of groundbreaking features and capabilities ahead, ensuring the success of our customers." The General Availability of SysAid Copilot follows a 5-month design partner and beta program in which a diverse and engaged group of active customers played a pivotal role in refining and enhancing the product. The dedication and enthusiasm of the beta partners have been instrumental in shaping the product and ensuring that it is finely tuned to address the unique needs of SysAid's customer community, not only meeting but exceeding their expectations. Enhancing CSAT scores and slashing MTTR SysAid Copilot includes AI Intelligent Categorization automatically categorizing tickets submitted via the AI Chatbot for End Users and routes to the right people while making suggestions for more appropriate categories for tickets that come in through other channels, reducing human error in ticket categorizations by ~40%. In parallel, AI Case Summarization provides admins with a real-time summarization of the ticket content and employee sentiment (AI Emotion) so admins can understand the context, history, and end-user sentiment at a glance. "SysAid Copilot has helped our organization a great deal in providing support quicker. Since our department is oftentimes understaffed, wait times are higher than normal, and with SysAid Copilot we've witnessed those wait times plummeting," said Nathan Gleed, IT at the City of St George. "One of the most amazing aspects of this new technology is its continual learning, consistently improving performance and generating more accurate and sophisticated output." About SysAid SysAid is on a mission to liberate organizations by putting AI to work for them and their people. We orchestrate service management across organizations with generative AI that taps into specialized data accumulated from thousands of customers and millions of users. With zero setup requirements, our conversational AI manages employees' requests, assists with queries, and accelerates the resolution of issues. With intelligence and ease infused into the workday, productivity thrives so that employees can focus on what they're meant to do, and organizations are free to fulfill their purpose. With over 5,000 customers, SysAid partners with organizations ranging from small businesses to Fortune 500 enterprises across 140 countries. For more information, please visit www.sysaid.com

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