Acquia Acquires Widen, Salesforce Updates Service Cloud, and More CX News

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Acquia, a Boston-based digital experience management software company, announced that it has agreed to acquire Widen, a provider of digital asset management (DAM) and product information management software ( PIM) cloud native.

The move represents the latest acquisition by a provider of digital experience management software, following the relocations of Bloomreach, Sitecore and Optimizely earlier this year. These three have each acquired Customer Data Platforms (CDP), which Acquia did in late 2019 with the acquisition of AgilOne.

Acquia, backed by the open source web content management system Drupal, and its creator, Dries Buytaert, will now have access to Widen’s digital asset management system which stores media, product information and marketing copy in one. single workflow. It will integrate with Acquia Open Digital Experience Platform (DXP). Acquia has long had a native DAM gap, relying on third-party integrations. He launched Acquia DAM in 2017 to close the gap and called it Acquia Digital Asset Manager; its old DAM webpage now includes a link to the Widen acquisition, making it more of an upgraded DAM offering than a first-time native capability for Acquia.

Widen will be available as part of Acquia Open DXP or as a standalone offering. The deal is expected to close later this month.

In other news on customer experience and digital marketing software

InMoment acquires Lexalytics

InMoment, a provider of experience improvement solutions, announced that it has completed the acquisition of Lexalytics, a cloud-based and on-premises natural language processing provider (NLP and machine learning data management). Lexalytics provides a structured and unstructured data experience through its text analytics solutions across social media, call centers, voice, reviews, support tickets, chat logs and data channels additional. It includes native text analysis in 24 languages.

Salesforce Releases Automation, AI Updates For Service Cloud

Salesforce announced new AI-powered workflows and contact center innovations in Service Cloud. New workflows integrated into the Customer 360 platform are designed to empower customer service teams to predict, route, and resolve customer needs. The updates also include new digital contact center innovations for video, chat, voice and workforce engagement.

Salesforce continues to push its “Slack-First” approach, incorporating the capabilities of its $ 27.7 billion acquisition of the chat and collaboration app. With Slack-First Service, he envisions finance devops teams in a new Slack channel collaborating on a real-time incident. He also promotes Einstein Conversation Mining, which analyzes calls to understand topics and categorizes calls by incident.

ON24 brings together live webinar viewing and on-demand content

ON24, a provider of digital marketing and webinar software, has introduced new features that allow audiences to watch ON24 Webcast Elite live webinars directly in the ON24 Engagement Hub. ON24 Webcast Elite offers interactive live, simulated and on-demand webinars. With live webinar viewing now available in ON24 Engagement Hub, businesses can bring all of their experiences together live and on demand.

Businesses can capture first-person engagement data when customers and prospects view a live webinar in ON24 Engagement Hub, as well as measure program and content performance. ON24’s AI-powered recommendation engine delivers additional content and personalized experiences based on an individual’s needs and interests.

InsideView adds integrated technology profiles

InsideView, a Demandbase company, announced that it is integrating technology data from another Demandbase company, DemandMatrix, into its platform. The integration expands InsideView’s technology data offering with data and intelligence giving sellers another buyer’s signal when targeting customers. In addition, InsideView will deliver personalized technology intelligence based on new data sets tailored to the needs of enterprise sales, marketing, analytics and data science teams through professional services.

InsideView’s enhanced technology data provides insight into a potential customer’s technology stack, including the hardware and software installed in the enterprise both in front of and behind the firewall, the adoption patterns of the technology and data predicting the next technology a business will buy.

IBM Watson launches new AI and automation features

IBM announced the launch of new AI and automation capabilities in IBM Watson Assistant for customer service experiences. This includes a new collaboration with IntelePeer, a provider of communication platform as a service. This is designed to help configure and test a voice agent, and a new agent app designed to allow handoff to a live agent while maintaining the context of the conversation.

Using new natural language processing capabilities from IBM Research, Watson Assistant Search Skill is designed to help customers solve problems on the first contact. IBM is adding new features to Watson Assistant, the company’s intelligent virtual agent, to help businesses leverage AI and NLP to solve customer problems on first contact.


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