CDP Institute

Google Cloud has expanded its Contact Center AI service into its Contact Center AI Platform, which it calls an “out-of-box, end-to-end solution for the contact center”.   The technology integrates with existing CRM software to add call guidance, virtual agents, unified customer profiles, call routing, and workforce scheduling.  Think of it as a brain transplant that leaves the shell of your current contact center in place but replaces all its intelligence with Google.

Identity resolution vendor Neustar has partnered with cohort-based audience platform Permutive.  The deal will let advertisers use the Neustar Fabrick platform to analyze publisher cohort members and then select which cohorts to target through Permutive.   Advertisers get more information than if they just bought the cohorts alone, while publishers avoid exposing individual-level information.

Retail data analytics vendor NielsenIQ has acquired ciValue, which powers retail loyalty programs.  The deal will expand NielsenIQ’s abililty to execute personalized customer marketing programs.  Yes, there’s a trend to combine analytics and execution.  No, NielsenIQ isn’t the same company as Nielsen, the media measurement giant.

It’s one of those rare days when we have three items featuring CDP vendors, Dear Reader. First, here’s news that Treasure Data has signed a partnership with Sinch, which offers email, text, phone, and mobile chat communications services.  Treasure Data will give disconnected Sinch products access to a unified customer view.

Simon Data has expanded its already-deep relationship with Snowflake by joining the “Powered by Snowflake” program.  The deal will raise Simon’s visibility in the Snowflake community and provide additional technical support for Simon’s Snowflake-powered CDP.  There are only about forty companies listed in the “Powered by Snowflake” directory, including the Zeta Global CDP.

Speaking of Zeta, they just bought ArcaMax, which publishes free consumer newsletters.  Subscriber data will be used to extend Zeta’s identity graph and consumer intent data collection.  Zeta bought Apptness, a digital survey platform, for similar reasons last October.