Callback scheduling is just one way that call centers use automation. This Replicant report shows that 48% have an automation project in place or in process, and 72% expect automation to reduce expenses by 25% or more. Exactly half plan to use a mix of self-build and purchased solutions; 27% will only use purchased software and 13% will build everything themselves.
The simplest description of Medallia is “listening platform”, but that sounds creepier than what they actually do, which is to analyze and react to customer and employee conversations. They were bought by software investor Thoma Bravo last October and have made at least four acquisitions since then, including the Thunderhead journey orchestration engine. They just closed their deal for callback scheduling vendor Mindful, which was announced in July.
DrivenIQ helps car dealers pull together data about customers and prospects, with a broad range of features including web traffic analytics, website visitor identification, geo-zoning, identity resolution, and 14 billion customer records related to more than 230 million U.S. households. They promise to “fill significant voids in the Customer Data Platform Market” although it’s not clear what voids they have in mind. What is clear is they just raised a $15 million Series A.
Let’s catch up today on news that went unmentioned while we obsessed about TikTok, Google, Microsoft, and the rest. First, some CX acquisitions: Stockholm-based experience analytics vendor Netigate bought Netherlands-based digital feedback collector Mopinion while Colorado-based survey platform Alchemer bought San Diego-based review and comment collector Chatmeter. We also have “AI-native operating system for advertising” Veylan buying media sales platform Advisr and, far from least, investment firm Thoma Bravo spending $1.4 billion to buy SaaS pricing and sales solution PROS Holdings, Inc.