Constant Contact Closes Acquisition of SharpSpring

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September 2, 2021

Hubilo Unveils Revenue Impact Dashboard to Capture Complete Webinar Contribution

Hubilo creates and shares the go-to toolkit for event marketers

After the chaos of 2020, “business as usual” is still anything, but ordering swag and planning event themes. Event planners are brainstorming how to handle the uncertainty of the delta variant and how the changes in attendee behavior will impact their revenue.

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Hubilo Technologies Inc, the world-class category leader in virtual and hybrid event management technology, hosted “Behind the Scenes of Events Reimagined,” where an unusual group of speakers emerged to relieve the anxiety event organizers are experiencing surrounding their events. Cinematographers and production assistants, who are normally behind the camera rather than in front of it, shared how to level up virtual events by treating them like film productions. Their topics included:

Movie secrets to make your event seem magical
Essential A/V skills for every event marketer
Key takeaways to run a successful virtual event

“Hubilo continues to pave the way for companies to create more engaging and exciting event experiences, which will be necessary as audiences redefine how and when they engage in an event. When we launched the latest version of the Hubilo platform two months ago to nearly 2,000 attendees across 100 countries, we were able to immediately take advantage of a robust new source of marketing data and analytics that we never had before,” said Liesl Leary-Perez, Vice President of Corporate Marketing. “Because of these insights, we were able to quickly create an effective campaign to drive revenue and results from our events, despite the unpredictable nature of COVID-19.”

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The event served to highlight how brands must compete for the time and attention of their audiences with streaming content creators. With studio know-how, Hubilo’s intuitive platform and exceptional white-glove support, the event demonstrated how events of any size – from two attendees up to 2 million – can be as immersive as the shows we binge watch, as well as, being achievable for any organization. As the current demands of our hybrid and the virtual world require more from every event, including events meant to drive employee engagement such as annual sales kickoffs, job fairs, employee training programs, diversity celebrations, or even a company town hall, Hubilo’s vision could have events becoming as ubiquitous, and as anticipated as the Amazon boxes we have sitting on our doorsteps.

With more than 100 million event engagements in 18 months across more than 6000 events, Hubilo’s platform boasts the largest suite of engagement and gamification features of any other platform in the industry. During the behind-the-scenes show, keynote speakers showcased how organizations could create engaging and immersive experiences where attendees – in person or behind a screen – actively participate, network in lounges, or visit booths rather than just passively listen.

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Rollick and Synchrony Expand Powersports Financing Partnership Nationwide

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September 1, 2021

Rollick and Synchrony Expand Powersports Financing Partnership Nationwide

Pilot program boasted an increase in Synchrony’s loan activity with participating dealers

Rollick Inc., the leading relationship marketing technology provider for Marine, Powersports, and RV dealers and manufacturers, today announced an expanded partnership with Synchrony, a premier consumer financial services company.

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The two companies launched the Synchrony Loan Rebate Offer pilot program through Rollick’s dealer website widget and the GoRollick Marketplace platform in June 2020. Leading up to the national expansion on July 1, 2021, Rollick offered thousands of shoppers an invitation to apply for Synchrony’s installment loan product throughout the purchase journey. Shoppers that turned into buyers and financed their purchase with Synchrony were offered a gift card. The Synchrony customer incentive combined with Rollick’s dealer activation tactics led to an increase in Synchrony’s loan activity at qualifying and enrolled dealerships during the pilot period.

“The success of our pilot program with Rollick demonstrates the popularity of introducing affordability with financial products like installment loans earlier in the consumer shopping journey. Installment loans give customers more visibility into their budgets by offering fixed payments for powersports vehicles. We look forward to expanding the program nationwide,” said Keith Mait, Senior Vice President, General Manager, Synchrony.

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Members of Rollick’s affinity and employer partners (such as Sam’s Club, Progressive and AAA), access this exclusive program from GoRollick Marketplace program websites and Rollick’s new digital retailing widget, RollickDR. After program users purchase a vehicle for $2,500 or more using Synchrony’s Secured Installment Loan financing and complete a rebate form, they receive a $150 Visa Gift Card. Eligible vehicles include any new or used Powersports product sold by participating dealers.

“We built Rollick to enhance all aspects of the purchase process,” said Jason Nierman, co-founder and Chief Revenue Officer for Rollick. “Our affinity-based program users are very qualified buyers, and they are much more loyal to dealers in the Rollick network. That loyalty now extends to Synchrony. Our proprietary incentives engine and shopping tools performed beyond our expectations. We now look forward to applying our learnings to the national expansion with the goal of driving more loans to Synchrony through its vast dealer network.”

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Drift Announces Strategic Investment from Vista Equity Partners; Partnership Will Help Customers Accelerate Revenue via B2B Conversational Commerce

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September 1, 2021

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Drift Eclipses Unicorn Status from Vista Growth Investment

Drift, the leader in Conversational Commerce for B2B, today announced a strategic partnership with Vista Equity Partners (“Vista)”, a leading global investment firm focused exclusively on enterprise software, data and technology-enabled businesses. Vista’s strategic growth investment in Drift will further accelerate the company’s mission to make business buying frictionless, more enjoyable and more human.

Drift has always been about reimagining the B2B buying experience. Today, Drift’s 50,000 customers are unifying sales and marketing teams on a single platform to deliver personalized conversations that build trust and accelerate revenue. In partnership with Vista, Drift will continue to invest in its customers’ success while expanding its product leadership, scaling globally and bringing Conversational Commerce to more B2B businesses.

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Drift introduced Conversational Marketing five years ago as a way to help marketers harness the digital experience for lead generation. The company quickly realized that removing the friction between buyers and sellers impacted much more than leads – it accelerated revenue. This led Drift to expand their focus to deliver a robust platform that includes Conversational Sales, integrating chat, email, video and artificial intelligence to power conversations, not just on the customers’ website, but to the sales team too.

In recent years, expectations around B2B buying experiences have blended to mirror B2C expectations. In fact, at least 80% of B2B buyers are not only looking for but expect a buying experience similar to that of a B2C customer (Lumoa, 2019). Additionally, the pandemic accelerated the urgency to transform how businesses drive revenue and underscored the importance of keeping conversations at the center of commerce. In 2021 alone, Drift’s customers generated $5 billion in pipeline value to fuel future deals by making the customer side of the buying process easier – proving that putting customers first in the sales and marketing cycle is a winning strategy.

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“Our purpose as a company remains simple and consistent: Build a platform that makes it simpler for customers to buy from you. We have an opportunity to bring learnings from the B2C buyer experience to the enterprise and introduce Conversational Commerce as a new B2B category,” said David Cancel, CEO of Drift. “Given its extensive experience investing in next-generation SaaS companies, we believe Vista is the best partner to help Drift – and our customers – further these efforts. I am excited to work with Vista’s team of investors, operators and technologists who will help us fulfill our ambitious vision and lead the Conversational Commerce category for decades to come.”

“David and I are proud to be one of the only Latino-founded companies to ever achieve over $1 billion valuation – a rare, Latino-founded unicorn. We want to see more of us do the same and we will pave the way for other Latino founders and leaders to achieve success,” said Elias Torres, CTO and cofounder of Drift. “Our partnership with Vista marks the start of Drift’s second chapter: Maniacally focusing on building an enduring company that accelerates innovation for customers.”

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Wondershare PixCut: Everyone’s One-click Background Remover

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September 1, 2021

An Award-Filled Fall for Wondershare as a Leader in G2's Quarterly Report

PixCut makes photo editing more efficient by quickly and easily removing image backgrounds

As a leading company in digital creativity software, Wondershare has launched Wondershare PixCut, a new AI image background remover that can automatically remove backgrounds in bulk with one click. With advanced artificial intelligence algorithms, PixCut can help users handle perfect edges without professional skills. It is available on various platforms: on the web, Windows, Mac, Android, and API Integration. It can also be used in your favorite design tool or eCommerce platform as a plugin for Figma or Shopify.

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According to an Insider Intelligence forecast, US social commerce sales will rise to $36.62 billion in 2021. To produce many professional creative pictures or being a huge challenge for designers and personal users.

“Many creators were exhausted by the tediousness of trivial image editing tasks. To simplify the process and save on valuable time, we created a friendly and practical AI background remover for users who want to remove backgrounds from images efficiently,” said Allen Dai, Product Director of Wondershare PixCut.

Wondershare PixCut provides an easy and fast way for users to apply necessary changes to images with just one touch. Here are the major features that PixCut offers:

Erase Backgrounds

PixCut removes backgrounds automatically and handles tiny details as well as other tricky conditions particularly well. Users can add new backgrounds to their pictures—the possibilities are endless! PixCut (Desktop) is able to remove over 1000+ image backgrounds at a time.

Remove Scratches

Easily remove unwanted objects or figures from your photos without compromising on quality. Watermarks, scratches, and defects can be removed with the Content-Aware Fill workspace AI.

Enlarge Images

An AI-powered image enlarger that is able to increase image resolution by 400% without losing quality.

Compatibility and Price

Wondershare PixCut is available on the web, Windows, Mac, Android, and API Integration. Users can remove image backgrounds for free, and download high-quality background images with a starting price of $9.99 or 100 credits per month.

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Warner Bros. Partners with D-ID to Create Next Generation Film Promotion

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September 1, 2021

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Collaboration gives viewers a starring role in “Reminiscence”

Warner Bros. has partnered with Oblio and D-ID to create a first-of-its-kind film promotion, harnessing AI to give viewers a starring role in the new Hugh Jackman film, “Reminiscence.”

“Reminiscence,” a fast-paced science fiction film directed by Westworld’s Lisa Joy, premiered in theaters and on HBO Max on Aug. 20. The film centers on the character of Nick Bannister, played by Hugh Jackman. Bannister is a private investigator of the mind, navigating the alluring world of the past.

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Thanks to patented machine-learning technology from D-ID, the Creative Reality™ company behind Deep Nostalgia, Warner Bros. and Oblio have created a web portal where viewers can create their own scene in the film — a memory brought to life. Users of this ground-breaking technology need only provide one still photograph to insert themselves, alongside Jackman, into a personalized movie preview that can then be shared across social media channels. The tool has generated 70,000 animations to date so far.

Now, rather than passively watch a movie, viewers can actually be a part of it. This next generation film promo represents a new trend we are about to see much more of from Hollywood.

“If Hollywood is a place where dreams are made, AI is the ultimate tool for expanding those dreams into extraordinary experiences,” said Gil Perry, CEO and co-founder of D-ID. “D-ID is the global leader in using AI, deep learning and image processing technology to bring still images to life. We are beyond excited to partner with one of the historic leaders of the film industry to deliver this technology to filmgoers, and we look forward to working with Warner Bros. on future projects.”

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The partnership between D-ID and Warner Bros. was facilitated by Oblio, a digital studio specializing in the use of technology in film. Viewers might recognize Oblio’s innovative creative content from other Warner Bros. hits including the “Wonder Woman” series, “Shazam!” and J.K. Rowling’s “Fantastic Beasts” series. Their collaboration with D-ID is the latest push toward AI-based synthetic media in Hollywood, where the appetite for new, innovative ways to lure audiences back to theaters has been growing since the advent of COVID-19.

“It doesn’t happen very often that creative and technical capabilities overlap so perfectly,” said Ben Posedel, a producer at Oblio. “With the foundational piece of the film narrative in ‘Reminiscence’ being the idea of going back through memory, we immediately thought about the innovative work being done in this space and how we could build with the tools D-ID has developed.”

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Mux Announces Availability in AWS Marketplace and Support for AWS for Media & Entertainment Initiative

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September 1, 2021

Mux Partner Program Launches to Help Companies Bring Modern Video Experiences to Market Faster

Mux simplifies hosting, streaming, and monitoring videos, so teams can focus on core product development

Mux, the leading video platform for developers, today announced the availability of its Mux Video and Mux Data tools in AWS Marketplace – a digital catalog with thousands of software listings from independent software vendors that make it easy to find, test, buy, and deploy software that runs on Amazon Web Services (AWS) – making it easier for developers to build and monitor robust video and live stream experiences.

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Mux Video bundles multiple services into one API, automating the challenging technical work of encoding, hosting, and delivery so developers can focus on building their products and not on becoming video experts. The Mux Video API includes support for both video on-demand and live streaming.

Customers, including those using AWS Elemental and Amazon CloudFront, can leverage Mux’s enhanced quality of experience (QoE) analytics to monitor video performance on their AWS-powered workflows. With Mux Data, users can:

measure the performance metrics that actually matter to viewers, including: rebuffering, startup time, video quality, and errors
compare and optimize video performance across devices
monitor real-time performance of content delivery networks (CDNs) and video infrastructure, to drive decision making, and
run A/B testing on their videos and live streams

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As the media and entertainment industry transforms its approach to bringing engaging content to audiences, companies are looking to developer-first technologies that simplify the video development and delivery experience. Mux is proud to support the recently launched AWS for Media & Entertainment initiative, which features new and existing services and solutions from AWS and AWS Partners, built specifically for content creators, rights holders, producers, broadcasters, and distributors. AWS for Media & Entertainment also simplifies the process of building, deploying, and reinventing mission-critical industry workloads by aligning AWS and AWS Partner capabilities against five solution areas: Content Production; Media Supply Chain & Archive; Broadcast; Direct-to-Consumer & Streaming; and Data Science & Analytics.

“Audiences tune into discovery+ to watch exclusive programming from television’s favorite brands, and it’s critical that our live streams and video on demand (VOD) provide an optimal audience experience,” said Avisar Ten-Ami, VP of Video Delivery Platform at Discovery, Inc. “Collaborating with Mux and AWS enables our team to analyze real-time video operations data, including encoding and delivery performance, to discover and prevent playback issues before they impact audiences, and enables us to constantly improve the quality of viewers’ experience.”

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Rockerbox Launches Rockerbox Experiments to Optimize Campaign Performance

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September 1, 2021

Redis Delivers RedisJSON 2.0, a Fast, Flexible Document Database to Create Dynamic Digital Experiences

New solution expands platform’s unbiased marketing attribution and measurement to understand lift and maximize ROI.

Rockerbox, the leading marketing measurement platform for direct-to-consumer (DTC) brands, has released Rockerbox Experiments, a new solution that—when combined with the technology’s best-in-class attribution—provides additional measurement capabilities and expanded datasets to help enable a more data-driven marketing organization. With Rockerbox’s expansive partner ecosystem, marketers can now measure and compare experiments with their top platforms all within Rockerbox to better understand the full scope of their contributions and evaluate which tactics are driving the most effective results for their businesses.

“Brands that win today are those that recognize the benefit of having a strong marketing data foundation, upon which the true performance and lift of their marketing can be determined,” said Ron Jacobson, co-founder and CEO of Rockerbox. “By bringing together attribution and experiments into a single platform, Rockerbox ensures that brands have the full set of tools needed to scale their organizations.”

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By bringing together attribution and experiments into a single platform, Rockerbox ensures that brands have the full set of tools needed to scale their organizations.

According to Harvard Business Review, e-commerce companies that run ad experiments “typically invest about ten percent of their overall advertising budget in experimentally measured campaigns […] and see two to three percent better performance per experiment run (as measured by purchases achieved per advertising dollar spent).” While Rockerbox’s attribution offers unique benefits, like cross-channel measurement, granular results and path to conversion insights, supplementing this foundation with Rockerbox Experiments is a powerful addition. Marketers now have an additional method to measure and verify individual platform, campaign and ad performance.

With Rockerbox Experiments, brands can uncover the incremental lift of the platform tests they’re running, such as A/B testing and geo-variance tests, to compare marketing efforts against a baseline and report on a campaign or channel’s impact on conversions, cost per acquisition (CPA) and return on ad spend (ROAS). The solution provides marketers an overview of all their experiments in one place, as well as analyzes the lift, statistical significance and performance of each test campaign.

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Crownpeak and Webscale Sign Strategic Partnership

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September 1, 2021

Crownpeak-and-Webscale-Sign-Strategic-Partnership

Leading Digital Experience Platform Enhances Cloud Delivery for Customers

Crownpeak, the leading digital experience platform, today announced it has entered into a strategic partnership with Webscale, the cloud platform for modern commerce. The partnership will see Webscale become the preferred cloud delivery engine for Crownpeak’s roster of global brands.

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“We’ve been deeply impressed with the work Webscale has done to deliver security, predictive scalability and performance to their customers around the world, while providing real-time visibility into traffic,” said Al Mays, chief product and technology officer, Crownpeak. “This engagement with Webscale is going to bring enormous value to both current and future Crownpeak clients.”

Mike Guglielmi, vice president, sales and business development, Webscale, said: “The Crownpeak platform gives its customers a real edge in the efficient management of their digital user experience, at a time when UX is becoming a powerful differentiator across many industries. Crownpeak’s strategy of focusing on speed, simplicity, security and scalability aligns perfectly with our own, and we are excited to get to work, bringing our world-class cloud delivery platform to Crownpeak’s customers.”

Joint Crownpeak and Webscale customers will benefit from a fully managed cloud delivery platform, offering predictive auto-scaling and disaster recovery for highly available infrastructure, flexible cloud deployment options in any public cloud provider around the globe, and comprehensive 360-degree security for protection against the latest cyber threats. In addition, all customers will have access to Webscale’s award-winning 24×7 team of DevSecOps cloud-certified experts, as well as the Webscale Customer Portal, which offers unmatched visibility and insight into traffic, events, security policies, user experience and more.

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Agora to Launch Extensions Marketplace Today at the World’s Largest Real-Time Engagement Conference, RTE2021

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September 1, 2021

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-As consumer demand for interactive real-time video and voice features surge, the new marketplace helps developers meet the moment;

-Inaugural extensions include a noise-filtering software from Bose, as well as extensions from Hive, Banuba, Voicemod, Visionlab, Symbl.ai, Synervoz & Marsview;

-Agora also plans to invest $100M in the RTE ecosystem

Agora, Inc., a pioneer and leading platform for real-time engagement APIs, is set to announce its Extensions Marketplace at RTE2021, the company’s flagship conference and the world’s largest event exploring real-time engagement (RTE) technologies. The new marketplace features extensions from audio technology company Bose and a real-time content moderation solution from Hive.

People increasingly want real-time video or audio features in the apps they use. For example, students in an education app want to see classmates; users in a dating app want to see potential partners, and buyers in a shopping app want to talk to sellers. However, for many developers, real-time video and audio functionality are too difficult and expensive to build. Enter Agora whose platform allows developers to easily embed powerful real-time engagement experiences — video and audio — into their apps and services. Globally, Agora powers 50 billion minutes of video and audio engagements each month.

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With Extensions Marketplace, Agora enables developers to further maximize the RTE opportunity, giving them direct access to a variety of partner extensions that they can instantly activate. Extensions include video and audio modifiers, RTE analytics tools, content classifiers to identify images on screen, and more. Extensions Marketplace lowers the usual lift necessary for integration of RTE-enhancing technology, simplifying all aspects of the process from partner discovery to billing.

“Agora Extensions Marketplace is a one-stop shop for extensions to Agora’s core video, voice and streaming capabilities, allowing developers to add powerful features to enhance real-time engagement,” said Virginia Liu, Agora’s SVP Marketing & Ecosystems. “The platform makes it easy to add rich feature extensions to real-time video and voice because we’ve simplified the process from end-to-end. In doing so, we empower developers to focus on what they do best — innovate.”

The Extensions Marketplace features a number of inaugural partners at RTE2021, including Bose and Hive. The Bose extension, PinPoint™ noise filter, helps reduce unwanted background noise whether in a conference call, playing an on-line game, or using a chat app. The extension can be used with any headphones, in any Agora application.

Hive’s extension offers a native integration with its best-in-class visual content moderation API, and is able to detect — in real-time — a wide range of offensive content such as hate symbols, nudity, violence, and more. Hive intends to offer more of its production extensions in the future, exposing other APIs such as those for OCR, speech-to-text, and logo, object, and scene detection.

“As developers increasingly integrate real-time engagement into their services and apps, a performant and scalable content moderation solution is more critical than ever,” said Kevin Guo, CEO at Hive. “Through Agora’s Extensions Marketplace, we can scale content moderation even further to the benefit of the entire digital ecosystem, helping developers protect users from coming in contact with undesirable content.”

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In addition to Bose and Hive, Agora is unveiling even more extension partners at its RTE2021 conference. They include:

Banuba’s Face AR SDK, which enables the most realistic facial animation in the world
Voicemod’s voice-changing software to support gamers, content creators and Virtual YouTubers (VTubers) and to bring the Voice Avatars to the Metaverse.
Visionlab’s SDK pure face recognition engine that enables efficient and accurate processing of faces in images and live video streams.
Symbl.ai is a real-time conversation intelligence platform for developers to build and extend applications for coaching, compliance, and indexing voice and video content at scale.
Synervoz’s Voice FX extension allows for the addition of voice effects including echo, reverb, flanger, and pitch shift.
Marsview’s AI platform for real-time conversation intelligence to enable sales and support teams.

“Agora’s Extensions Marketplace gives us the opportunity to engage with over 10,000 apps, and more than 1,500 developers,” said Jaime Bosch, CEO and Co-Founder of Voicemod. “We are excited to partner, driving further scale for our solutions and increasing availability of Voice Avatars to world-leading developers.”

This year, RTE2021, a virtual event — which kicks off today and is free of charge — brings together leading global voices to discuss innovations in voice, video and streaming during a time where these are perhaps more important than ever.

With that in mind, Agora is committed to developing the real-time engagement (RTE) ecosystem. In addition to launching an Extensions Marketplace for RTE technologies at RTE2021, Agora has also announced a $100 million investment into the RTE ecosystem.

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Varonis Announces Data Classification Cloud for Box and Google Drive

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September 1, 2021

Varonis Announces Data Classification Cloud for Box and Google Drive

Data discovery and classification capabilities enhance Varonis’ SaaS security solution, DatAdvantage Cloud

Varonis Systems, Inc., a pioneer in data security and analytics, announces Data Classification Cloud for Box and Google Drive. The offering adds data discovery context to complement DatAdvantage Cloud, a solution launched earlier this year that centrally monitors and protects data across multiple Software-as-a-Service (SaaS) and Infrastructure-as-a-Service (IaaS) applications.

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Join our Varonis Virtual Connect! event, Tackling SaaS Security Risks: A CISO’s Perspective on September 9 at noon ET to hear how Varonis DatAdvantage Cloud helps a CISO from a global communications firm manage cyber risk and be among the first to learn about Data Classification Cloud.

“Varonis has a long and successful track record helping organizations automatically scan and classify sensitive and regulated information in enterprise data stores on premises and in cloud stores like Microsoft 365,” says Jacob Broido, VP of Product Management, Varonis. “With Data Classification Cloud, organizations can find exposed sensitive data on additional cloud apps and services to limit their blast radius from ransomware attacks and data breaches.”

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Key benefits of Data Classification Cloud include:

Find exposed data. Automatically discover where sensitive data might be hiding in Box and Google Drive. Varonis looks inside files to find sensitive information by matching over 400 classification patterns and shows you where data is exposed to all employees – or anyone on the internet.
Get high-fidelity results. Varonis generates highly accurate classification results by going beyond regular expressions. We use proximity matching, negative keywords, and algorithmic verification to reduce false positives.
Monitor and control data access. See which sensitive data is open to too many people, monitor usage, and make smart decisions about how to quickly and safely reduce your SaaS data risk.

Data Classification Cloud complements DatAdvantage Cloud, which correlates identities with privileges and activities across cloud stores, including AWS, Box, GitHub, Google Drive, Jira, Okta, Salesforce, Slack, and Zoom. Organizations can see and prioritize their biggest cloud risks, proactively reduce their blast radius, and conduct faster cross-cloud investigations.

DatAdvantage Cloud and Data Classification Cloud together can help answer critical security and compliance questions like: “Which sensitive files containing PII are exposed via sharing links?” or “Which external users have been granted permissions in any of our SaaS apps?”

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HearstLab Invests Second Round of Funding Into Customer Service SAAS HiOperator, Which Quadrupled Revenue In 2020

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September 1, 2021

HearstLab Invests Second Round of Funding Into Customer Service SAAS HiOperator, Which Quadrupled Revenue In 2020

Funding will be directed toward testing automated responses to customer tickets and increasing workflows, propelling company growth

HiOperator, a scalable customer service-as-a-service solution, today announced additional funding from HearstLab — an investor in women-led startups under leading global, diversified media, information and services company Hearst. HearstLab’s first round of funding in HiOperator drove its participation in the Lab’s unique, yearlong residency program designed to support early-stage startups at the start of their high-growth journey. During that time, HiOperator proved it can implement technology to augment agents’ customer service messages and boost productivity effectively. The second round of funding will be used to advance automation in customer service through automated responses and will increase the percentage of tickets that auto-triage into workflows with a goal of an industry-first 70% automation.

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HiOperator is a tech-enabled business process outsourcing (BPO) company, combining automation, artificial intelligence (AI) and highly empathetic U.S.-based customer service agents. The unique pairing drives its success: Automation ensures the small, but essential, details (i.e., notes, refunds, replacements) are not forgotten, while the human element ensures authentic interaction with customers.

“We see this additional investment from HearstLab as a testament to their belief in us as a company,” said Liz Tsai, founder and CEO of HiOperator. “We aim to revolutionize the customer service space, an industry that has long been thought of as highly unleveraged. By implementing AI to handle processes, we can hire more qualified individuals who are tech-savvy and compassionate. Our goal is to shift the customer service role into a more highly skilled position.”

“We are extremely impressed with what HiOperator has been able to accomplish so quickly by taking a good idea and making it into a fast-growing company,” said Eve Burton, EVP, Hearst, and Chairperson, HearstLab. “Liz has a great track record of leading highly capital-efficient growth, driven by product-market fit. We believe HiOperator under Liz’s leadership is innovative and has strong technology, and that she and the team have executed flawlessly. We are delighted to continue contributing capital and services to this company that we believe will be a game changer for the customer care industry. At HearstLab, we take pride in supporting women-led companies that create highly effective and diverse teams and build big companies. Liz and HiOperator fit that profile.”

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Hootsuite Amplify Collaboration with Microsoft Teams Bolsters Employee Advocacy

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September 1, 2021

Hootsuite-Amplify-Collaboration-with-Microsoft-Teams-Bolsters-Employee-Advocacy

The new integration will benefit from the power of connected workforces to enable social selling and employee advocacy

Hootsuite today has unveiled Amplify by Hootsuite for Microsoft Teams, a new integration within Teams. The ecosystem integration will encourage Hootsuite Amplify and Teams customers everywhere to seamlessly share curated social media content directly from within the Teams business communication platform—transforming employees into engaged advocates with elevated professional brands and reducing risk through pre-approved content.

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“As organic reach continues to decline on social media, organizations are growing their reach through their employees’ social networks, and harnessing the amplifying effects of hundreds or thousands of engaged employees sharing the brand’s stories in their own voices,” said Darren Guarnaccia, SVP, Product, at Hootsuite. “With eighty-four percent of mature organizations experiencing significant increases in brand health through the use of employee advocacy—primarily if executives are engaged—it was a natural next step for us to integrate with Microsoft Teams to enable a wider audience to succeed on social media.”

In 2020, Hootsuite announced its integration with Microsoft Dynamics 365 within its Global ISV Program for Business Applications—bringing a robust suite of social capabilities to Microsoft customers, directly from Hootsuite’s expansive, 150+ app ecosystem. The deepening of Hootsuite and Microsoft’s alliance will enable brands to extend their reach through employee networks, enrich trust on referral networks, and build a consistent voice to drive higher employee engagement.

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“Combining Hootsuite Amplify with the breadth of Microsoft Teams will help organizations deepen their relationships with employees and extend its reach into new networks by harnessing the power of social selling,” said Daniel Canning, Director, Microsoft Teams Platform at Microsoft.

To adopt the integration, Amplify licensed Teams users can install the Amplify by Hootsuite for Microsoft Teams application within Teams and add the application to a Teams group to start sharing employer-approved content right away.

With Amplify by Hootsuite for Microsoft Teams, users can:

Promote key campaigns
Extend reach to new audiences through employee networks
Share curated pre-approved content across multiple channels, including Facebook, Twitter, Linkedin and Instagram
Stay connected to the stories and news resonating across different departments, divisions, and regions within the Teams application

Incepted in 2015, Hootsuite Amplify enables brands to tap into the power of connected workforces, providing a sophisticated approach to risk management for regulated organizations that necessitate pre-approved social content to ensure messaging remains accurate, clear, and on-brand.

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Five9 Survey Finds 30% of Customers Ditched Brands They had Previously Been Loyal to Last Year

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September 1, 2021

Five9 Recognized as an Innovation and Growth Leader in the Latin American Cloud Contact Center Market by Frost & Sullivan

More than two-thirds of respondents acknowledge that it’s difficult or time-consuming to access customer support when they need it.

Five9, Inc, a leading provider of the intelligent cloud contact center, today announced the results of its 2021 Customer Service Index (CSI) survey. The research revealed that 30% of respondents left brands they had previously been loyal to in the last year, and one in four said their contact center experience has gotten worse since the start of the pandemic.

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“For most companies, losing 30% of their customers would be extremely detrimental”

“For most companies, losing 30% of their customers would be extremely detrimental,” said Blair Pleasant, President and Principal Analyst of COMMfusion LLC, who authored the CSI research report. “The contact center remains the front door for businesses, and service leaders must do what they can to retain customer loyalty and goodwill.”

Now in its fifth year, the Five9 Customer Service Index provides data and insights to help businesses better understand what’s happening in the world of customer experience (CX) so that they can better meet their customers’ changing needs and expectations. Five9 partnered with Zogby Analytics to survey consumers about the state of customer service and explore how attitudes and behaviors have evolved over the past year. The 2021 survey was expanded to include several European countries – including France, Germany, Italy, Spain, and the U.K. to help identify regional variances, and trends. In many cases, the survey results highlight key differences based on geography and age.

For example, 40% of respondents aged 18-29 are more willing to use social media for customer service, compared with 14% of 50-64 year olds, and 9% of respondents 65 and over.

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Another key insight about channel preferences is the prevalence of phone or voice as the favored means of communication. Across all geographies and age groups, phone continues to be the leading channel of choice for respondents, particularly for sensitive issues, followed by email and online chat. However, unfortunately, more than two-thirds (64%) of respondents acknowledge that it is still difficult or time-consuming to find the information they need to reach out to a contact center, which leads to frustration.

Respondents were also asked which factors most negatively impact the customer experience. “Being passed from one representative to another” (34%) and “having to wait too long to reach a representative” (26%) were the biggest offenders.

When asked which factors are most important to creating a positive experience, the number one response was “getting the right answer from a representative, even if it takes more time” (33%).

“Empowering agents with the right information and the ability to solve customers’ issues without passing them to other agents and departments reduces customer frustration,” said Scott Kolman, Five9 Senior Vice President of Marketing. “For example, integrating contact center and unified communications capabilities allows agents to easily connect to company experts and get the additional insights they may need to answer a customer’s question without transferring the call. With the right tools and technologies, businesses can deliver a more satisfying experience.”

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InfinityQS Named a Finalist in the 2021 ITSMA Marketing Excellence Awards

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September 1, 2021

InfinityQS Named a Finalist in the 2021 ITSMA Marketing Excellence Awards

InfinityQS selected for its initiative to help global manufacturers recover from COVID-19 and take proactive steps toward digital transformation with the cloud

InfinityQS International, Inc. , the global authority on data-driven enterprise quality, proudly announces it has been named a 2021 ITSMA Marketing Excellence Awards Program finalist in the “Small- and Medium-sized Businesses (SMB)” category. The quality solutions provider was nominated for its “Building Resilience for the Future of Manufacturing” initiative that extended free use of the Enact quality management platform to help manufacturers survive the COVID-19 pandemic and safeguard their operations against the next major disruption. An international panel of marketing executives and experts will select the MEA winners, who will be announced on Oct. 13, at a special online awards ceremony.

The ITSMA awards honor B2B marketing programs and campaigns that have delivered superior performance in the four most critical aspects of marketing success: customer focus, innovation, execution, and business impact. InfinityQS earned its spot on the finalist list for its customer-centric marketing campaign, highly aligned with the evolving needs of manufactures throughout the pandemic. As the COVID-19 crisis escalated, manufacturers were forced to adapt quickly to dramatic changes in operations, including remote and distanced work. InfinityQS recognized that digital, cloud-based technologies like Enact could provide manufacturers—in any industry, around the world—with an immediate, much-needed lifeline.

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InfinityQS decided to offer three month’s free use of Enact to new clients, no cost and no commitment required. In just one month, the marketing team and its long-time digital agency partner, Refactored, developed and launched a multimedia marketing campaign to raise awareness for the offer, as well as educate manufacturers on how to best leverage cloud-based quality management solutions to:

Respond to challenges brought on by the pandemic
Recover by optimizing operations and processes
Build resilience to withstand future disruptions

“Our team knew time was of the essence. Manufacturers needed to keep operations running smoothly, while prioritizing product quality and the safety of their employees—and that’s exactly what we were positioned to offer with Enact,” explained Greg Matranga, Vice President of Global Marketing, InfinityQS. “We aim to provide next-generation technology to help companies address new challenges head on. This latest initiative is no exception, offering the digital tools and resources manufacturers need to not only overcome the disruptions of today, but also form the foundation for resilience tomorrow. It’s an honor to be recognized as an ITSMA finalist, and we congratulate all the other impressive marketers on the shortlist!”

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As a direct result of the campaign, InfinityQS has realized a dramatic increase in new client and partner relationships. The number of new clients entering Enact Proofs of Concept has increased by 266%; the number of new partner joining the Enact® Global Partner Program has increased by 100%; and InfinityQS entered 2021 with the largest and most qualified sales pipeline it has ever experienced.

“Finalists for this year’s program are truly inspirational. They demonstrated enormous agility with their programs during this time of disruption, as they pivoted quickly with customer-oriented insight and support,” said Dave Munn, President of ITSMA. “B2B organizations that continued to provide new offerings and ways to engage have positioned themselves for long-term success. InfinityQS is one of these organizations, exhibiting the best qualities of focus, creativity, and operational excellence in accelerating strategic growth and innovation.”

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Despite a Rise in Demand by Consumers for Greater Personalization, Only 30% of Retail Contact Centers Are Using AI at Scale

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September 1, 2021

Despite a Rise in Demand by Consumers for Greater Personalization, Only 30% of Retail Contact Centers Are Using AI at Scale

New Talkdesk Research report, ‘Powering Retail Growth: The Next Generation of Contact Centers,’ offers insights into the technology investments that will be needed to support growing customer expectations

Talkdesk, Inc., the global customer experience leader for customer-obsessed companies, today released its new research report, “Powering Retail Growth: The Next Generation of Contact Centers,” revealing a critical gap between the high availability of solutions capable of exceeding customer expectations and their low adoption levels within the retail industry. While retail is rallying around the importance of elevating customer experience (CX), many retailers have yet to seize the potential of using their contact centers to scale personalized service. In fact, only 30% of retail contact centers are using artificial intelligence (AI) tools at scale to deliver the personalized experiences customers expect.

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“The key to unlocking the potential of agents in the new ‘agent+AI’ paradigm will ultimately be the level of support from executive leadership”

CX as a Key Business Driver and the Slow Implementation of AI

Talkdesk Research™ finds a majority of retailers are prioritizing improvements to CX and initiatives aimed at building customer loyalty. Fifty-four percent of CX professionals cite it as a top priority, and 87% clearly understand how their CX strategy fits into their organizations’ broader business goals. Retailers that have seen a significant increase in their customer satisfaction over the past two years also experienced a sizable increase in revenue during the same time period and expect revenue gains in the next year as well.

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Yet despite a clear connection between CX and business performance, retailers struggle with the unpredictable variety and volume of customer needs (50%) and high CX operational costs (44%). Data will be key to overcoming these challenges. Indeed, almost half of retailers surveyed say that better management of customer data across all relevant channels is a top component of their CX strategy.

AI represents a key area of opportunity for retailers to use customer data to fulfill personalization expectations at scale, but only a third of survey respondents are using AI capabilities such as intelligent knowledge bases, virtual agents, and chatbots. Looking ahead, more than half say they plan to increase investments in these areas.

“CX professionals in retail understand that today’s customers expect highly personalized interactions whenever, and however, they may engage with a brand. They also understand that the AI tools required to meet and exceed those evolving preferences are available, yet most haven’t implemented them at the necessary scale,” said David Gardner, vice president of research & insights, Talkdesk. “This disconnect shows how critical AI can be as an investment for contact centers. Looking forward, our research indicates that CX leaders must find ways to address customer needs, while mapping out the future of the contact center in a way that leverages AI at scale and still keeps costs in check.”

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Dialpad Channel Program Drives Record Growth in Q2

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September 1, 2021

Dialpad India Plays a Crucial Role in Successful Launch of Dialpad Meetings

Company increases momentum with new partners, team expansion, and increased revenue

Dialpad Inc., the industry leader in AI-powered communication and collaboration, saw unparalleled channel growth in the second quarter of 2021, driven by demand for its cloud contact center. As Dialpad scales beyond $100M in annual recurring revenue (ARR), the company continues to leverage the channel as a leading revenue driver, accounting for more than half of overall revenue in the second quarter alone, up from 40% in the previous quarter.

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“We’re excited to see our pipeline and booking growth hit record-breaking numbers and to continue supporting our partners in the next half of the year.”

“We have had another great quarter in the channel demonstrated by the team’s incredible contribution to company revenue while simultaneously doubling the number of registered partners in our new Partner Portal,” said Mike Kane, Senior Vice President of Global Channel Sales, Dialpad. “We’re excited to see our pipeline and booking growth hit record-breaking numbers and to continue supporting our partners in the next half of the year.”

In addition, Faith Sizto, Senior Manager, Partner Marketing, was named to the highly respected CRN Women of the Channel list for 2021. Faith and her team worked to increase awareness and demand generation for Dialpad and drive channel growth.

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Record-breaking channel growth in Q2 contributed to Dialpad’s best quarter in company history, highlighted by:

Overall Growth: Dialpad’s channel represented 57% of overall sales in Q2, yielding a 151% increase compared to Q2 last year.
Booking Growth: Dialpad increased bookings by 150% year-over-year in Q2 and saw quarter-over-quarter growth in both Midmarket (30%) and Enterprise (125%).
Team Expansion: Dialpad grew its channel team by 400% year over year.
New Customers and Partners: New national customers and partnerships, including Lithia Motors, Smart AutoCare, OTR Capital, and Martech, were established in tandem with channel partners, adding to Dialpad’s growing roster of relationships.

“With the drastic change in the workforce landscape, it’s vital that enterprises enable employees to work and support their customers from anywhere, and Dialpad’s innovative cloud communications offering helps businesses stay ahead of the curve,” said Jennifer Gallego, EVP of Global Sales at AVANT. “On top of the increased need for contact center and internal communications solutions over the last 18 months, 32% of IT decision-makers are looking to adopt additional CCaaS tech over the next year. AVANT looks forward to growing our partnership with Dialpad even further and supporting their impressive growth through our network of Trusted Advisors.”

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Automation Anywhere Appoints New Channel Chief to Accelerate Global Partner Success

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September 1, 2021

Automation Anywhere Appoints New Channel Chief to Accelerate Global Partner Success

Former Salesforce executive Ben Yerushalmi joins the company to build skills, drive demand, and increase opportunities for the company’s global partner ecosystem

Automation Anywhere, a global leader in robotic process automation (RPA), today announced that channel executive Ben Yerushalmi has joined the company as its senior vice president of Global Alliances and Channels.

Yerushalmi joins Automation Anywhere from Salesforce where he spent the last seven years building and leading alliance teams globally. His expertise included driving partner and program strategy, go-to-market initiatives, demand generation, and enablement programs designed to grow capability, capacity, and competency in the channel with a focus on new product launches and strategic acquisitions.

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“Ben’s leadership in the channel will help transform our global partner program to fuel worldwide expansion, build industry-focused automation solutions, while at the same time, enable our customers to accelerate their shift to cloud RPA to increase business resiliency,” said Chris Riley, chief revenue officer at Automation Anywhere. “Ben’s veteran experience will also help supercharge our partner ecosystem, capacity, and solutions as we enter our next phase of growth.”

“The partner ecosystem is critical to enabling our customers to adopt and scale intelligent automation, freeing up knowledge workers to focus on innovation and ultimately improving and transforming the way we work,” Yerushalmi said. “Automation Anywhere is leading this journey with the world’s only cloud-native, AI-powered RPA platform and I look forward to helping our partners and customers uncover the power of RPA to unleash human potential.”

At Salesforce, Ben most recently led the Global Digital 360 Cloud Alliances team focused on products and solutions driving digital transformation in today’s rapidly changing market. He also served as the board observer for two of Salesforce’s strategic investment portfolio companies, led the global PwC alliance, managed Salesforce’s AMER Portfolio PAM team, and built the company’s Strategic Marketing Cloud Alliances Program.

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Top Digital Media Studio Mythical Entertainment to Develop Synthetic Voices with Veritone MARVEL.ai

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September 1, 2021

Top Digital Media Studio Mythical Entertainment to Develop Synthetic Voices with Veritone MARVEL.ai

Veritone MARVEL.ai will create and manage voice models for Mythical Entertainment, whose shows reach 75 million YouTube subscribers

Veritone, Inc., the creator of the world’s first operating system for artificial intelligence, aiWARE™, and provider of digital content licensing services on behalf of the world’s largest media companies, today announced the latest customer of Veritone MARVEL.ai, the company’s end-to-end voice-as-a-service (VaaS) solution. Rhett McLaughlin and Link Neal, better known as Rhett & Link, founders of creator-led content studio Mythical Entertainment and hosts of the most popular daily show on the Internet, “Good Mythical Morning,” will use Veritone MARVEL.ai to create, manage, license and monetize their own hyper-realistic synthetic voices.

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“We created MARVEL.ai with innovative content creators in mind. We are confident that the pair will surprise all of us with what they are able to create and who they are able to reach through personalization and localization only available through synthetic voice.”

Voice commerce is predicted to hit $80 billion by 2023. Fueling this growth, Veritone MARVEL.ai supports both text-to-speech and speech-to-speech processes, offering the first complete, end-to-end suite of voice capabilities and features. Built on aiWARE™, Veritone’s proprietary operating system for artificial intelligence, Veritone MARVEL.ai enables users to leverage multiple best-in-class voice engines, ensuring they utilize the most logical solution for their specific needs. aiWARE also gives Veritone MARVEL.ai users the ability to combine top voice engines with other cognitive capabilities — such as foreign language translation, sentiment analysis and content classification — to create high-quality, personalized and localized content at scale.

Veritone MARVEL.ai’s synthetic voice technology will enable Rhett & Link to level-up their content value by localizing its popular shows, developing new monetization channels and leveraging their branded voices to create new content opportunities.

“Synthetic voice is a fascinating technology and surely part of the future of media,” Rhett & Link said. “The opportunity to create our own AI-powered voices was incredibly exciting for us because testing out new and exciting ideas is exactly what we do best at Mythical. Taking our already innovative content to new technological heights will not only provide additional distribution and monetization options for our content but also allow us to reach more viewers around the world.”

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“I cannot wait to hear my own synthetic voice speaking French,” Rhett said. Added Link, “The possibilities for new content creation and connection with viewers beyond our core English-speaking audiences are endless.”

As a provider of digital content licensing services on behalf of the world’s largest media companies, premier sports entities, news organizations and user-generated content networks, Veritone includes digital influencers as a key part of its growth strategy. Combining powerful voices from one of YouTube’s most-followed channels with our pioneering VaaS solution showcases a new way creators can stay ahead of rapidly shifting trends in content creation and creative content development. Synthetic voice is poised to transform how content is created by individual creators and across the media and entertainment industry, as well as how it is localized in numerous other markets.

“We are thrilled to see the adoption of our MARVEL.ai voice-as-a-service solution from content creators like Rhett & Link of ‘Good Mythical Morning,’” said Ryan Steelberg, president of Veritone. “We created MARVEL.ai with innovative content creators in mind. We are confident that the pair will surprise all of us with what they are able to create and who they are able to reach through personalization and localization only available through synthetic voice.”

Veritone MARVEL.ai is a pioneer in VaaS solutions that store, automate and protect synthetic voice models. Veritone is dedicated to leading global best practices for appropriate synthetic voice content and is an active member of the Interactive Advertising Bureau (IAB) and Open Voice Network.

Veritone also brings its expertise in digital content licensing to Veritone MARVEL.ai. As one of the world’s largest libraries of historic and breaking news and sports coverage, Veritone Licensing has worked with some of the most well-known brands in navigating the complexities of compliance and clearances for content. Leveraging this expertise, Veritone will ensure that Rhett & Link’s voice content is not only protected but that they have the means to easily manage, distribute and monetize their synthetic voices.

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Swoop Introduces New Products to Redefine Physician Engagement Beyond Typical 1:1 National Provider Identifier Targeting and Revolutionize Heath Care Provider Marketing

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September 1, 2021