CMO's top 8 martech stories for the week - 7 May 2020

Pegasystems launches Pega Customer Service Unified Messaging Edition

Digital transformation outfit, Pegasystems, has launched Pega Customer Service Unified Messaging Edition – a new SaaS-based application that helps customer service teams respond faster and more efficiently to customer inquiries flooding in across disparate messaging channels.

Deployable within days, this new solution provides a single dashboard where agents can more easily juggle requests between chat, messaging applications, social media, and SMS to deliver world-class customer service. It streamlines how agents support their customers across most messaging channels, including WhatsApp, Facebook Messenger, Apple Business Chat, Twitter, SMS and web chat. 

The solution provides a single interface that unifies all channels for agents on the front-end and orchestrates all workflows on the back-end to help ensure quick and efficient delivery on customer requests. It's underpinned by Pega’s case management capabilities.

Adobe and ServiceNow announce integration

Adobe and ServiceNow have debuted availability of a partnership integration, connecting data from Adobe Experience Platform and ServiceNow’s customer service management product to enable more seamless, connected customer experiences.

The integration leads to seamless workflows between Adobe Experience Platform and ServiceNow, enhancing Adobe’s real-time customer profiles with rich customer data and improving personalisation of customer experiences across all touchpoints. Additionally, through a ServiceNow and Adobe Experience Manager integration, brands can deliver enhanced customer service capabilities.

Terminus acquires Ramble 

Account-based marketing (ABM) outfit, Terminus, has acquired Ramble, an account-based chat solution.

The addition of Ramble enables users to deploy real-time, account-based conversations across the entire customer journey directly within the Terminus platform, powered by Terminus’ account intelligence. Financial terms were not disclosed.

The acquisition follows the launch of on-page website personalisation capabilities and the company’s acquisition of email signature marketing solution, Sigstr, giving Terminus a full B2B marketing platform.

Qlik announces general availability of Qlik Alerting

Qlik has announced general availability of Qlik Alerting, an intelligent alerting platform for Qlik Sense.

Qlik Alerting delivers actionable, self-service and centralised alerting that enhances customers’ ability to proactively monitor their business data and take timely action based on insights.

With Qlik Alerting, Qlik provides the ability to deliver real-time, data-driven alerts for immediate action, where and when it can make the most difference to business outcomes. Modern data analytics with Qlik encompasses the entire data life-cycle, from data preparation and integration using Qlik Data Integration, to artificial intelligence (AI)-driven insights with Qlik Sense, to sharing and operationalising findings with Qlik Alerting.

IAS and Amino Payments launch Total Visibility

Integral Ad Science (IAS) has launched Total Visibility, a new partnership with Amino Payments to offer a new solution in programmatic buying showing advertisers the true cost of qualified media.

Total Visibility is being pitched as giving advertisers both impression-level financial insights and media quality verification to optimize campaigns in real-time.

IAS and Amino give advertisers the tools to verify their media quality, quantify the value of their media, and optimise the efficiency and reach of their campaigns. IAS clients will also have access to exclusive financial verification insights to assess the economic impact of the viewability of their video impressions.

Dynamic Yield introduces Audience Export Manager

Dynamic Yield, the artificial intelligence (AI)-powered personalisation platform, has released its audience export manager.

This new feature is designed to help companies better utilise the rich customer data captured by Dynamic Yield across enterprise systems including email service providers, ad networks and call centre solutions.

Dynamic Yield collects and analyses user data, combining CRM, onsite behaviour, purchase history, product preferences to build one powerful dataset to deliver on-site personalisation. With the company’s new Audience Export Manager, all of this data can now be easily accessed in other marketing execution systems, which has substantial applications for enterprises.

Segment launches Visual Tagger

Customer data platform (CDP), Segment, has taken the wrappers off Visual Tagger, a point-and-click tool that allows users from non-technical backgrounds to easily collect data about how customers use their websites, without writing code. 

With Visual Tagger, Segment users can collect data about how customers are engaging with their website and content by simply clicking on the website elements they wish to track, and without the need for engineering support. Segment users can then route the data to over 300 best-in-class tools where it can be used to deliver valuable insights, inform better product decisions and power personalised customer experiences while respecting users’ privacy and preferences.

ScreenMeet launches ScreenMeet Live

ScreenMeet has launched ScreenMeet Live, a suite of browser-based, remote customer engagement tools helping retail and consumer services brands to transition their face-to-face, personalised shopping and customer support services to an online environment. 

ScreenMeet Live is a CRM-native integration that enables companies to recreate in-store experiences online. Launched directly from platforms like Salesforce and ServiceNow, it allows customer service agents to provide online shoppers with as close to an in-person experience as possible. Its ability to escalate from text to voice to video chat to co-browse/screen-share with no extra steps for the customer creates a seamless, enjoyable experience that keeps consumers satisfied and the sales pipeline full.

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