Talkdesk, the Contact Center as a Service (CCaS) provider, last week announced deeper integration with Microsoft to streamline the experience for contact center workers. The integration, which synchronizes data between Microsoft Dynamics 365 CRM and Talkdesk contact center data, enables contact center agents to access click-to-call functionality and contextual data from one screen while working with customers.
With Talkdesk, which is fully integrated with the Microsoft Dynamics experience, specialists can “work on cases seamlessly from a single screen and use click-to-call, screen pops and other functions to resolve customer inquiries quickly and efficiently,” according to him the company’s statement. By accessing the interaction history, specialists can personalize customer interactions, while the automated data synchronization is supposed to save the specialists time and prevent inaccuracies in the data.
“Through the closer coupling of Talkdesk CX Cloud with Microsoft Dynamics 365, we make in-depth context data available [customers] Fingertips that give them a powerful tool for creating rich and remarkably personalized customer journeys, “said Charanya Kannan, Talkdesk’s chief product officer, in the company’s statement.
The announcement builds on existing integrations between the two companies and will pave the way for future improvements and additional integrations with other Microsoft products. The Talkdesk solution is now available through Microsoft AppSource. Microsoft Dynamics 365 integration can also be accessed through the Talkdesk AppConnect Marketplace, which has one click access to more than 80 offerings, including out-of-the-box integrations, applications, services and hardware.
Adobe adds new features to Adobe Experience Manager
This week, Adobe’s vice president of strategy and product, Loni Stark, announced in a blog post new features in Adobe Experience Manager aimed at addressing issues that weigh on customer experience management, such as: B. Losing contact with customers and feeling the effects of silly thinking and decisions that disrupt the customer journey. According to the blog post mentioned above, these functions enable the “rapid creation of digital assets for different people through artificial intelligence (AI) and automation as well as the democratization of access to only the best content across the company”.
To increase the speed of corporate content, Creative Cloud-based content automation of Adobe Experience Manager assets is now available as a cloud service. The newly added features allow users to take advantage of the common editing capabilities of Adobe Photoshop and Lightroom, including Lightroom filters that users can scale in Experience Manager assets. Plus, they can record a range of Photoshop actions and apply them to assets, auto-straightening, cropping, replacing smart objects, and more, Adobe said.
“We are excited about the unlimited possibilities of this upcoming integration between Creative Cloud and Adobe Experience Manager Assets,” said Jeffrey Lash, Creative Operations Lead at UnderArmour, in a customer statement. “At UnderArmour, my team is constantly doing Photoshop actions to stack up tasks like applying watermarks, resampling the image, converting the color profile, applying a specific filter or layer effect, and other related tasks. The ability to use these features natively in Experience Manager assets not only saves significant time and resources, but also allows us to maintain a single source of truth for our best assets. “
Adobe announces CDP for first-party data
Adobe announced an updated Real-Time Customer Data Platform (CDP), an application designed for data-driven first-party customer acquisition and retention. Adobe Real-Time CDP enables brands to enable customer data to manage entire customer profiles and trips in one system without the need for third-party cookies.
Consumers today are more attentive to the data they share, which has resulted in a plethora of privacy regulations around the world. With expectations of personalized branding experiences remaining at all-time highs, third-party cookies that marketers have relied on to track unknown visitors are no longer supported in browsers. By adopting a first-party data strategy, companies can still provide their customers with the most relevant, personal experience by using only the information customers choose to share.
“As consumers, we now expect personalized brand experiences while we are in control of the data we share,” said Anil Chakravarthy, executive vice president and general manager, Adobe’s digital experience business and worldwide field operations, in a statement. “With Adobe Real-Time CDP, we partner with brands to deliver relevant, responsive, and respectful experiences with first-party data.”
Stratifyd introduces new no-code AI solutions that can identify data blind spots and automate data recognition in CX
This week, Stratifyd announced Stratifyd Solutions, a no-code smart AI offering designed to help today’s businesses lacking the time and resources to quickly gain insights and increase the value of experiential, operational and behavioral data . With everyone having access to old and new data sources, companies can gain cost-saving, revenue-generating insights and even automate actions with ease.
These individual solutions include:
- Stratifyd for customer experience and VoC
- Stratifyd for contact center experience
- Stratifyd for product experience
- Stratifyd for digital experience
- Stratifyd for medical knowledge
MessageBird to acquire SparkPost in the US for $ 600 million
MessageBird, an omnichannel communications provider, announced that it will acquire US-based SparkPost, a platform for predictive email intelligence. The acquisition is valued at $ 600 million and should close in the second quarter.
MessageBird sees the acquisition as an important step in expanding into the US market and increasing its global reach.
The future of communication isn’t isolated – it’s omnichannel, “MessageBird CEO Robert Vis said in a statement. “Our acquisition of SparkPost will further strengthen our ability to serve customers via email as a powerful value chain and with the most contextual and relevant information. We are also excited to expand our global business into the US market and use the acquisition as the logical and exciting next step in our mission to be the leading platform of choice for companies to communicate with their customers on every channel worldwide. “
The channels that customers can now access via the stage include Live Talk, Video, SMS, WhatsApp, Instagram, Google Business Messages, Apple Business Chat, Voice, Messenger, WeChat, RCS, Line and Telegram. Around the world, email remains the largest business correspondence channel by volume. With this acquisition, the phase of sending and deliverability of e-mails will be integrated into the MessageBird suite.