CMO's top 8 martech stories for the week - 14 May 2020

All the latest martech and adtech news this week from Zoom, LogMeIn, Qualtrics, PowerInbox, ActiveCampaign, InMobi Exchange, ASAPP and Firefox

Zoom acquires Keybase to boost encryption

Zoom has acquired Keybase to improve the platform’s security. The purchase comes in the wake of several privacy and security issues that have come to light recently.

Zoom said the deal is part of its 90-day plan to strengthen the security of the platform, which has seen a massive spike in usage during the rapid, global shift to work from home and demand for virtual meetings. Financial terms were not disclosed.

Zoom said with the recent 5.0 release, Zoom clients now support encrypting content using industry-standard AES-GCM with 256-bit keys, and the encryption keys for each meeting are generated by Zoom’s servers. However, support for attendees to call into a phone bridge or use in-room meeting systems offered by other companies, will always require Zoom to keep some encryption keys in the cloud, but it will create a new solution for hosts that want to prioritise privacy over compatibility. The company said it is working toward end-to-end encrypted meeting mode for all paid accounts.

LogMeIn launches Rescue Live Guide

LogMeIn has debuted the Rescue Live Guide, an instant and secure co-browsing solution to enable customer service agents to provide guided, personalised support while overcoming traditional co-browsing challenges such as delayed deployments, security vulnerabilities and inflexibility.

Live Guide can be deployed code-free and allows chat and phone-based agents to start co-browsing instantly, anywhere, without making website changes, the vendor said. Its built-in privacy functionality connects to an isolated browser in the cloud, never to the end user’s device, preventing agents from viewing sensitive customer data or taking certain actions on behalf of the customer.

Qualtrics announces suite of updates

Experience management outfit, Qualtrics, has released a new collection of capabilities across its CoreXM platform.

The new capabilities help organisations better serve customers and employees that extend measuring experiences to taking intentional action on closing experience gaps.

The new capabilities are designed to assist companies to listen and act on the needs of their customers and employees, identify key business drivers via its predictive artificial intelligence (AI) analytics engine, and fix experience breakdowns as they happen with the launch of a workflow automation solution.

Three new capabilities include ‘Ultimate Listening’, a system that looks for potential problems and experience gaps by ingesting feedback from more than 125 data sources. Predictive AI is a new feature added to integrate Text iQ’s ability to identify topics and sentiment with the vendor’s statistics analytics capability. Automated Actions has also been upgraded with more than 40 workflow triggers such as raising tickets, sending alerts, and creating notifications designed to better close the loop on customer or employee experience engagement.

PowerInbox acquires Jeeng

Email engagement and publisher monetisation partner, PowerInbox, has acquired Jeeng, the artificial intelligence (AI)-powered personalised notification platform.

The company said the integration of Jeeng into the PowerInbox solution allows publishers to have ownership of their audience and drive traffic to their own online properties to increase pageviews and ad revenue. Financial terms were not disclosed.

Built specifically for publishers, PowerInbox's Jeeng subscriber messaging platform is a completely automated solution for sending personalised, curated content to subscribers across multiple channels to dramatically grow subscriber engagement, traffic and revenue. With the PowerInbox monetisation program, publishers can see virtually 100 per cent monetisation of every message sent using either their own direct-sold demand or by leveraging the PowerInbox Ad Network to backfill vacant spots. The platform integrates with Google Ad Manager to make ad ops simple, seamless and consistent, and the PowerInbox revenue-sharing model makes the solution exceptionally affordable.

ActiveCampaign launches new marketplace

Customer experience automation outfit, ActiveCampaign, has taken the wrappers off ActiveCampaign Marketplace. It builds on the automation recipe program, which has been leveraged to create over 300,000 unique customer experiences since its inception in 2016.

The new Marketplace includes a library of over 250 recipes created by ActiveCampaign, ActiveCampaign customers and ActiveCampaign’s partner network. It includes filters for experience level, industry, features and business needs, import and customisation of recipes, and the option to share functionality to share recipes or get suggestions from the ActiveCampaign community.

Lucidworks launches Smart Answers

Artificial intelligence (AI)-powered search outfit, Lucidworks, has announced Smart Answers on Lucidworks Fusion.

The question-and-answer system enhances chatbots and virtual assistants to deliver personalised self-service. To do this, it uses deep learning to understand natural language questions and quickly return the right answers. Customers and employees can now locate critical insights to help them move to their next best action, avoiding frustrating digital experiences and long customer support wait times.

InMobi Exchange integrates with LiveRamp’s IdentityLink

Cloud marketing outfit, InMobi, has integrated with LiveRamp IdentityLink, a move it said enables marketers to reach customers in mobile web and in-app on InMobi Exchange, and the first mobile supply-side platform partnership.

There are also plans to extend the integration across connected TV (CTV) environments. 

IdentityLink helps resolve hundreds of identifiers for individuals to a real person while respecting and upholding the highest standards of ethical data use. It is embedded across the ecosystem and enables marketers to target one-to-one at scale and accurately attribute the effectiveness of their media investments.

ASAPP raises US$185 million in Series B

AI-driven research outfit, ASAPP, has completed a US$185 million Series B round led by John Doerr, John Chambers, Dave Strohm and Joe Tucci, with Emergence Capital, March Capital Partners, Euclidean Capital, Telstra Ventures, HOF Capital and Vast Ventures.

The six-year old ASAPP has created an all-in, AI-native platform to help customer care and sales agents know the right thing to say and the right action to take, in real time, as the customer conversation transpires on phone calls and digital messages. ASAPP’s machine learning models are continuously learning and predicting from customer interactions and the funding will be used to expand its platform.

The latest funding round brings total investment into the business to $260 million. The latest cash injection will be used to help scale operations globally and meet enterprise demand at a time when call centres are being inundated with calls and complexity due to the COVID-19 crisis, CEO Gustavo Sapoznik, said.

Firefox working on new Private Relay email tool

Web browser Firefox is working on new privacy features including an extension that will enable users to enter an email alias and hide their authentic email address when filling out website forms.

It follows a similar feature Apple announced last year. Currently in alpha trial, the Private Relay feature will generate unique, random and anonymous email addresses that forward to a real address.

Firefox said relay addresses can be used to sign up for apps, sites or newsletters and when finished with the service, the email address can be disabled or destroyed to prevent future emails and if the service has an incident, the site’s data won't be linked to a genuine email address.

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