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Skillsoft and Salesforce Partner to Build More Effective Customer Support Teams Through AI-Powered Learning

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June 11, 2025

Skillsoft and Salesforce Partner to Build More Effective Customer Support Teams Through AI-Powered Learning

Organizations using Salesforce can enable their support teams to develop critical communication skills with Skillsoft CAISY™

Skillsoft, the platform that empowers organizations and learners to unlock their full potential, announced a partnership with Salesforce to bring Skillsoft CAISY™ agent actions to Agentforce and the Salesforce ecosystem, transforming how organizations upskill and reskill their customer support teams at scale. This new partnership will enable organizations to gain deeper visibility into team performance, accelerate frontline workforce development through AI-powered learning, and drive measurable improvements in customer service quality and satisfaction.

Having Skillsoft CAISY™ within Salesforce will unlock the next evolution of how humans and AI agents, together, deliver quality training and great customer experiences at scale.

Customer expectations are evolving rapidly. According to Salesforce, 80% of customers say the experience a company provides is equally important as its products and services. However, many support teams are underprepared: while 59% of service decision-makers identify upskilling customer-facing talent as a high priority, 70% still report moderate to major service challenges due to underskilled staff. The new Skillsoft CAISY™ offerings for the Salesforce ecosystem will address this gap by providing interactive, AI-powered coaching environments where organizations and their support teams can simulate and practice high-stakes customer conversations, receive real-time feedback, and strengthen critical power skills like communication, empathy, and problem-solving – all without disrupting daily workflows.

“Exceptional customer service does not happen by chance – it is the result of consistent practice, feedback, and development. Too often, support teams lack access to the kind of training that effectively prepares them for the real-world conversations they face every day,” said Apratim Purakayastha, General Manager, Talent Development Solutions, Skillsoft. “Our work with Salesforce will bring the transformative learning experience of CAISY™ directly into the tools customer-facing teams use every day, helping organizations strengthen relationships, improve performance, and turn their support function into a competitive advantage.”

“We are excited for Skillsoft to bring its industry-leading enterprise learning solutions to Salesforce, delivering real-time AI training for organizations and their customer service teams exactly when they need it,” added Tyler Carlson, SVP, Head of Product, AppExchange and Ecosystem, Salesforce. “Having Skillsoft CAISY™ within Salesforce will unlock the next evolution of how humans and AI agents, together, deliver quality training and great customer experiences at scale.”

New Skillsoft Apps for the Salesforce Ecosystem

Skillsoft CAISY™ for Agentforce on AgentExchange
Integrated into Agentforce, Salesforce’s digital labor platform, this agent action will enable organizations to assess real customer interactions using Skillsoft’s custom conversation rubrics. Support teams receive actionable performance scores and real-time AI coaching recommendations, while managers gain greater visibility into skill gaps and opportunities for growth, resulting in faster feedback loops, more consistent service standards, and more effective team development.

Skillsoft CAISY™ for AppExchange
Designed to support learning in the flow of work, this app will enable support teams to access interactive, AI-powered practice scenarios, ranging from “Dealing with an Irate Customer” to “Navigating a Refund Request” directly within Salesforce. Teams will engage in realistic customer interactions customized to their organization’s toughest support cases, receiving instant feedback and targeted coaching to strengthen power skills critical to customer-facing roles.

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Zoom completes rollout of Zoom Phone in six telecom circles, with plans for further expansion in India

STS News Desk

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June 11, 2025

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Zoom completes rollout of Zoom Phone in six telecom circles, with plans for further expansion in India

Licensed by the Department of Telecommunications (DoT) India, Zoom Phone brings AI-first modern telephony to Mumbai, Delhi NCR, Karnataka (Bengaluru), and Andhra Pradesh & Telangana (Hyderabad) telecom circles in addition to Maharashtra and Tamil Nadu (Chennai)

Zoom Communications, Inc. announced the further expansion of its industry-leading Zoom Phone service to four major metro telecom circles in India — Mumbai, Delhi NCR, Karnataka (Bengaluru), and Andhra Pradesh & Telangana (Hyderabad). The Delhi NCR Telecom Circle includes the Union Territory of Delhi, Ghaziabad, Faridabad, NOIDA, and Gurgaon. Licensed by the Department of Telecommunications (DoT) India, Zoom Phone is now available in six telecom circles in India, including Maharashtra (October 2024) and Tamil Nadu (Chennai) Telecom Circles (February 2025), thereby covering key business and technology hubs in the country. Zoom also plans to bring Zoom Phone to additional telecom circles across India, accelerating its commitment to make AI-first modern telephony available to more organizations across key states in India.

“Zoom Phone addresses the growing demand for cloud telephony by offering simplicity and modern functionality for distributed workforces. India is an important market for us, and our expansion plans beyond the six key telecom circles demonstrate our commitment to providing customers with a unified work platform. This expansion also reflects the growing traction Zoom Phone is receiving, especially from multinational companies, as businesses in India move away from legacy PBX systems toward more flexible, AI-first collaboration solutions that enhance employee productivity,” said Velchamy Sankarlingam, president of Product and Engineering, Zoom.

Zoom Phone offers businesses simplicity and modern functionality, empowering dynamic workstyles and hybrid teams. Available as an add-on for existing paid Zoom customers, it supports inbound and outbound calling through the Public Switched Telephone Network (PSTN), enabling enterprises to replace legacy private branch exchange (PBX) systems and consolidate communication needs onto a single AI-first platform in Zoom Workplace.

Zoom Phone also integrates seamlessly with Zoom Contact Center to offer a unified experience with features like call transfer, call forwarding, and call recording accessible within the Zoom Contact Center environment. Zoom Contact Center can access Zoom Phone user details like extensions, Direct Inward Dialing (DID) numbers, and usernames, enabling caller identification and routing.

In addition to services in the six active telecom circles, Zoom Phone enables businesses to maintain seamless collaboration across India, even in regions where Zoom Phone service is not yet available. Through Zoom’s self-service web portal, customers can acquire native phone numbers based on specific telecom circles, such as Karnataka, Delhi NCR, and Mumbai, enabling them to establish a local presence in those regions. These native numbers operate over the PSTN, allowing customers to place outbound calls and receive inbound calls nationwide, regardless of their physical location. This allows organizations to maintain continuity and flexibility in their collaboration strategy, even in telecom circles where Zoom Phone is not directly available.

Enhanced by Zoom AI Companion, which is included at no additional cost with eligible Zoom paid accounts, Zoom Phone offers powerful AI features to boost productivity. These include post-call summaries so users can focus on conversations instead of taking notes, voicemail task extraction to easily identify next steps, and voicemail prioritization to better manage time and attention. Zoom Phone also integrates seamlessly with Zoom Workplace, leading business applications, and hardware providers, offering robust security, scalability, and an intuitive user interface.

“We are thrilled that Zoom Phone is now available in six of India’s most prominent business and technology hubs. Each of these cities is home to thriving ecosystems of local enterprises and multinational corporations that will benefit from Zoom Phone’s flexibility and seamless integration into their existing workflows. Bringing Zoom Phone to additional telecom circles is a natural next step in our commitment to empower more organizations with access to reliable, modern AI-first telephony,” said Sameer Raje, general manager and head of India & SAARC region at Zoom. “Zoom Phone and Zoom Contact Center are purpose-built to work seamlessly together to empower organizations to deliver unified communications and superior customer and employee engagement. With this launch, we are excited to help businesses streamline collaboration, support flexible workforces, and enhance employee and customer experiences.”

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PriceSpider Doubles Down on Innovation with New Product Features and Integrations to Help Brands Convert Smarter and Grow Faster

STS News Desk

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June 11, 2025

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PriceSpider Doubles Down on Innovation with New Product Features and Integrations to Help Brands Convert Smarter and Grow Faster

The leader in shoppable media helps brands navigate an increasingly complex and AI-driven landscape with more in-depth retail intelligence, plus more new tools rolling out to help boost sales and drive higher conversions

PriceSpider, the global leader in shoppable media solutions for omnichannel brands, announced a powerful slate of new innovations across its Shoppable and Price Monitoring product suites that underscore its commitment to AI and data-driven commerce. The latest enhancements equip brands with deeper insights and more control over the path to purchase. Building on strong momentum in Q1, the company is executing on an ambitious product roadmap to help brands navigate complex omnichannel landscapes, maximize retail media performance and drive higher conversion.

“Brands face increasing pressure to perform in a landscape growing more complex daily between tariffs and the rising impact of AI on every part of the commerce ecosystem,” said Anthony Ferry, CEO and co-founder of PriceSpider. “Brands need more than performance marketing. They need actionable insights, automation at scale and innovative tools that put them ahead of the curve. And that’s what we’re building.”

From new shoppable integrations to real-time analytics and predictive intelligence, PriceSpider’s product momentum is shaping a future where brands can act faster, adapt smarter and optimize across every touchpoint.

PriceSpider’s recent product highlights include:

DoorDash Integration – Unlocks access to over 500,000 stores through DoorDash for frictionless, last-mile delivery.
Meta Integration – Enables brands to engage shoppers with dynamic product ads with real-time availability in Meta’s Advantage+ ecosystem.
Custom Commerce API – Steps up personalization by giving brands full control over shoppable experiences.
Salsify Partnership – Expands longtime collaboration to simplify high-quality content delivery for shoppable activations.

Looking ahead, PriceSpider is focused on deepening its analytics and scaling its global retail intelligence capabilities.

Current PriceSpider innovations underway, with more exciting announcements slated for Q3:

Traffic Benchmarking Report – Real-time industry comparisons to guide performance optimization.
Basket Analytics – Real-time visibility into shopper behavior post-click, including when a specific brand does not make it into the final purchase, to offer insights beyond traditional cart abandonment.
Stock Intelligence Module – More visibility into stockout trends and retailer availability to optimize retail media spend.
Price Intelligence Expansion – Enhanced global pricing trends, competitor behavior and promotion dynamics to increase competitive wins.
Third-Party Marketplace Reporting – Enhanced management of channel integrity and unauthorized seller risk on platforms like Amazon and Walmart.

PriceSpider has redefined the shoppable category in giving brands control over the critical moments of the shopper journey across the offsite and onsite experience with a platform-agnostic solution that spans across any channel, any digital touchpoint and any path to purchase. The company is doubling down on what matters most: delivering intelligence, integration and efficiency to boost sales and drive higher conversions.

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88% of Field Service Companies Using AI and New Solutions See Uptime Boost

STS News Desk

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June 11, 2025

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88% of Field Service Companies Using AI and New Solutions See Uptime Boost

Geotab Report: AI Already Boosting Uptime and Fix Rates for Field Service Fleets

Geotab Inc., a global leader in connected vehicle solutions, has released its first 2025 State of Field Service Report, revealing that field service companies are starting to use artificial intelligence (AI) and are already seeing measurable improvements in operational performance, including increased uptime and higher first-time fix rates.

The data shows strong early returns:

93% reported that they have “partially” implemented AI in operations, indicating a formal and growing approach to AI adoption.
88% reported that AI and new technologies are improving asset uptime, reducing service costs and increasing customer experience overall.
75% said AI and technology enhanced first-time fix rates, boosting efficiency.
62% expect AI to transform inventory management within the next year.

“Many field service managers are so focused on meeting daily demands that adopting new technology can feel daunting. But AI does not have to be complicated to make a difference,” said Bob Bradley, Vice President, Data Science and AI Engineering, Geotab. “Simple applications, like automatically dispatching the nearest technician, flagging issues before equipment fails, or keeping customers informed in near real time, delivers immediate value. Start with these manageable steps. Once you see the results, expanding AI’s role across the operation becomes a natural and rewarding next move.”

Field service fleets play a critical role in modern infrastructure, supporting everything from utility repair and telecommunications to HVAC and emergency response. When these fleets experience delays, downtime or inefficiencies, the impact is felt across businesses, homes and public services. Every day, field service fleet managers are under pressure to keep technicians productive, reduce idle time, ensure parts are available, and limit unplanned downtime. These operational hurdles are compounded by rising customer expectations and the need to deliver faster, safer and more sustainable service. AI is emerging as a practical tool to navigate these challenges and improve performance.

“Field service leaders are facing growing demands every day, from keeping technicians productive and reducing downtime to meeting rising customer expectations,” said Maureen Azzato, Portfolio Director of Field Service, Geotab. “My suggestion to service leaders is to focus AI on the areas that creates immediate impact, like dispatch efficiency, predictive maintenance or ensuring the right parts are on hand. Those quick wins not only ease daily pressures but also build momentum for broader transformation.”

Guided by its commitment to delivering practical AI solutions at scale, Geotab helps fleets of all types transform data into decisions. With access to one of the world’s largest connected vehicle datasets and a comprehensive suite of AI-powered tools — including predictive maintenance and safety, intelligent dispatching, and near real-time performance insights — Geotab empowers businesses to improve uptime, streamline operations and deliver greater value to their customers every day.

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Ivo Breakthrough AI Turns Mountains of Legal Contracts Into Actionable Business Intelligence

STS News Desk

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June 11, 2025

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Ivo Breakthrough AI Turns Mountains of Legal Contracts Into Actionable Business Intelligence

Powered by Ivo’s proprietary AI Repository Engine, Ivo’s AI-native Repository and Assistant tools allow for complete visibility into organization-wide contracts with plain language queries — something no CLM has ever delivered.

Legal teams have long relied on contract lifecycle management systems (CLM) tools to store agreements – but when it comes to extracting insights, they’ve been left digging through reams of documents manually. Ivo, the world’s leading generative AI-powered contract review solution, announced the launch of a new suite of products designed to take an AI-native approach to reinventing CLMs.

The first is Repository, which allows users to build dashboards of their contracts with custom AI-populated columns, surfacing key business and legal insights in minutes. Repository uses Ivo’s proprietary AI Repository Engine (AiRE) to (a) automatically cluster related documents such as amendments to an underlying master agreement; and (b) calculate and display the degree to which agreements deviate from standard template positions.

The second is Assistant; legal and business teams can now query tens of thousands of contracts using natural language and receive accurate, comprehensive answers regardless of where those files are stored. With AiRE, Assistant is capable of answering complex questions like “Which of my customer contracts have bespoke data security requirements?” which require true intelligence and a knowledge of how and to what extent contracts deviate from standard positions.

“CLMs were supposed to solve the problem of extracting true intelligence from contracts, but have overpromised and underdelivered,” said Min-Kyu Jung, Co-founder and CEO of Ivo. “We’re solving the knowledge problem. Legal teams don’t need another static system of record. They need intelligence at their fingertips — contextual, instant, and deeply reliable.”

Unlike traditional CLM systems that require painstaking tagging, rigid templates, or months-long implementations, Repository and Assistant connect directly to platforms like Google Drive, SharePoint, and even on-premise systems. In addition, Ivo Assistant will work with Ivo’s Microsoft Word add-in tool, automatically surfacing recommendations during contract negotiations based on historically negotiated contracts.

Since its Series A funding round earlier this year, Ivo has earned a reputation as one of the most trusted AI solutions for contract review, helping over 200 legal teams — including those at Canva, Quora, and Eventbrite – cut review time by up to 75% without compromising accuracy. With the launch of Repository and Assistant, Ivo moves beyond contract review into a broader category it calls AI contract intelligence — built not to replace CLMs, but to render them unnecessary.

Repository and Assistant are already in use in early access by Ivo customers. The platform is built to support enterprise-scale portfolios – including tens of thousands of contracts — without manual uploads or tagging. Beyond legal teams, Repository and Assistant are designed for use across procurement, sales, and operations — any function that touches contracts but lacks the time or tools to navigate them. Combined with Repository and Assistant, the platform transforms contracts from passive records into strategic levers for better decision-making.

“What used to take hours of combing through contracts can now happen in a single sentence,” added Min-Kyu Jung. “This isn’t just faster. It’s foundationally smarter.”

Ivo is part of a growing shift in enterprise software from systems of record to systems of understanding. As legal and business leaders face growing complexity and contract volumes, the need for visibility, precision, and speed has never been greater. With Repository and Assistant, Ivo is setting a new standard of real-time intelligence — one where every agreement becomes instantly searchable, every risk is visible, and every contract becomes a strategic asset. In a world where every contract holds value, Ivo is finally building the infrastructure to unlock it.

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QSIC Strengthens Executive Team with Key Hires to Accelerate Global Expansion

STS News Desk

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June 11, 2025

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QSIC Strengthens Executive Team with Key Hires to Accelerate Global Expansion

On track for another record year, the company taps former Epsilon Retail Media CEO of the Americas David Haase to lead U.S. growth and in-store retail media measurement pioneer Artem Lavrinovich to drive its data and AI strategy

QSIC, the global in-store audio platform that uses AI audio and data intelligence to help retailers and brands unlock the value of the in-store experience, announced it is strengthening its leadership team with two industry veterans to help drive innovation and growth. The company has appointed former Epsilon Retail Media CEO of the Americas, David Haase, to lead its U.S. operations as president. Additionally, Artem Lavrinovich, an in-store retail media leader, is joining as Chief Data and AI Officer to accelerate the company’s AI tools and capabilities.

QSIC is on track for a record year following a successful $25 million funding raise earlier this year. Over the past year, the company grew its team with several key leaders, won numerous innovation awards and expanded its partnership with 7-Eleven. The company is on track to power Gulp Radio™, 7-Eleven’s commercial radio network that spans across the U.S., in 12,000 stores by the end of the year.

“Retail media continues to outperform, and in-store is the next major growth opportunity for the channel,” said Matt Elsley, co-founder and CEO of QSIC. “We have ambitious plans to expand into new markets and introduce new tech, and bringing on leaders like David and Artem helps us scale with people who have built successful retail media businesses before. Their experience will be essential as we push the boundaries of what in-store technology can do and accelerate innovation to deliver even better results for our partners.”

Haase joins QSIC as president of U.S. operations, bringing more than 25 years of experience in scaling high-growth businesses and driving retail digital transformation. He has held senior leadership roles at Triad Retail Media and The Mars Agency, among others. Most recently, Haase served as CEO of the Americas at CitrusAd (now, Epsilon Retail Media), where he played a key role in the company’s acquisition by Publicis Groupe’s Epsilon.

“In-store is the next frontier of retail media, and QSIC is one of the few companies getting it right,” said Haase. “They’ve built real momentum, and I’m excited to join the team at a critical time to help take that to the next level.”

Lavrinovich comes to QSIC from CoolerX, and its spin-off venture RPM Labs, where he helped develop advanced retail media capabilities. He also held a customer service and data science role at Amazon, where he led strategy, innovation and execution across multiple customer engagement and demand levers. At dunnhumby, the world’s first customer data science platform, Lavrinovich was responsible for advancing pricing, promotions, assortment and marketing strategies for top retailers including Kroger, Best Buy and Macy’s.

As QSIC’s first Chief Data and AI Officer, Lavrinovich will oversee the company’s global data and AI strategy, directing efforts to deliver intelligent, personalized and automated experiences backed by measurable results.

“QSIC is tackling two of in-store retail media’s biggest pain points—measurability and friction—while simultaneously elevating the shopper experience through audio,” said Lavrinovich. “Audio has tremendous potential for in-store retail media that is still largely untapped, and when you pair it with AI, the impact goes next level. Retailers can create more engaging, personalized and helpful interactions. The opportunity to join a team at the forefront of innovation drew me here, and we’re just getting started with what’s possible.”

As part of QSIC’s global expansion strategy, Lachlan Gow, the current president overseeing operations in North America, will transition to lead the company’s growth across EMEA. During his time in the U.S., Gow played a key role in securing major partnerships that helped establish QSIC as a leading player in the market. His leadership will now focus on scaling that success across the EMEA region.

Over the past year, the company has doubled down on growth and innovation, which has resulted in several industry accolades, including RetailTech Breakthrough Awards for In-Store Experience Innovation of the Year and P2PI Retail Media Awards. Most notably, QSIC was named “New Technology Solution of the Year” at the Retail MediaX awards in May.

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Freshworks Advances its Agentic AI Platform To Uncomplicate Service Software For Companies Big and Small

STS News Desk

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June 11, 2025

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Freshworks Advances its Agentic AI Platform To Uncomplicate Service Software For Companies Big and Small

New agentic capabilities resolve service requests autonomously, deliver real-time insights and simplify the deployment of AI agents for support teams

Most AI-powered service tools stop at answering questions. Freddy now goes further by getting work done. At its flagship Refresh event, Freshworks unveiled the next generation of its Freddy Agentic AI Platform, a connected, intelligent, continuously learning system of AI agents that don’t just reply to service questions, but can resolve them. Whether it’s processing an insurance claim, updating a payroll record, or booking a new shipment, Freddy AI now takes action across the applications businesses already use.

The company also introduced the Freddy AI Agent Studio, a no-code platform that simplifies the creation and deployment of autonomous AI agents, making it easier for businesses to scale customer support. Freddy AI Agent Studio helps relieve service teams of endless ticket handoffs, delayed resolutions, and frustrated users due to outdated automations. New, easy to deploy AI agents can think, reason and act to resolve many customer queries from start to finish, giving human agents more time to handle more complex customer challenges.

“We’re on a mission to uncomplicate the most grueling and repetitive work that IT service and customer support teams face every day,” said Dennis Woodside, CEO of Freshworks. “Just like our core software, Freddy Agentic AI gets up and running fast and delivers immediate value—serving as a business accelerator, not another overcomplicated project. Our customers are seeing real results, such as improved CSAT scores, faster resolution times, and lower operational costs.”

From Insights to Action: A New Standard for AI at Work

What makes the Freddy Agentic AI Platform truly impactful is its ability to help customer and employee service teams act faster to deliver results. AI agents aren’t just answering questions — they’re resolving requests, completing actions across multiple applications, identifying root causes, and recommending next steps. These capabilities span a wide range of use cases, including order tracking, account modifications, appointment and flight booking, payments and subscriptions, loyalty rewards management, and many more common support requests within retail, travel, financial services, manufacturing, and software industries. All of it can happen autonomously, so teams spend less time on mundane tasks and more time on work that matters.

New capabilities available to customers within the Freddy Agentic AI Platform include:

Freddy AI Agent Studio: More productive agents, happier customers
Freshworks is rolling out the Freddy AI Agent Studio, an integrated set of capabilities to uncomplicate how customer service teams build, test, and launch AI Agents in minutes by a support team member without technical expertise. AI agents can be taught unique skills to autonomously take actions like issuing a refund, checking order status, or updating a customer record.

Highlights of the AI Agent Studio include:

Skills Library – pre-built templates of skills required by AI Agents to take actions in commonly used applications including Shopify and Stripe
Skills Builder – a visual, no-code environment to design and deploy custom skills for AI agents to autonomously resolve service requests like processing a return

Freddy AI Agent for email: Deliver autonomous email support for customers
Freddy AI Agent for email turns inboxes into autonomous support channels. It can analyze incoming messages, drafts contextual replies, and close tickets automatically when a customer confirms the resolution.

Highlights include:

First-response times can shrink from hours to minutes
Repetitive issues are handled efficiently and accurately
Scales support without adding agent workload

Freddy AI Agent for unified search: Enhance knowledge discovery for employee service
Freddy AI Agents can now deliver even more accurate and speedier employee service by intelligently searching enterprise platforms for the latest documentation while reducing the burden on live service agents.

Highlights include:

Integrates seamlessly with Slack, Microsoft SharePoint and Teams, delivering support directly through the tools employees already use most
Multilingual conversations in over 40 languages for inclusive, personalized assistance
Robust security that helps prevent data sharing between accounts

Freddy AI Insights with root cause analysis: Make informed IT decisions, faster
Freddy AI Insights for Freshservice makes complex IT analysis easier as it continuously scans service desk activity to detect anomalies, flag trends, and identify root causes through visual maps. Teams can act quickly with clear, explainable data without SQL queries or dashboards.

Highlights include:

Proactive monitoring of service operations with insights on trending issues, average response and resolution time, SLA violations, and more
Root Cause Analysis maps help identify problems at the source
Metrics to optimize workforce planning, resolution time and employee satisfaction

Freddy AI Copilot upgrades: a force-multiplier for IT and customer service
Freddy AI Copilot is a trusted assistant for service teams by making everyday support tasks smoother and more efficient by writing clear, well-toned replies, connecting related issues, and automatically generating helpful documentation. The newest Copilot capabilities enhance reasoning and context awareness to tackle common pain points in IT and customer service:

Intelligent Related Changes – Copilot reviews recent system changes and highlights the most likely causes in Freshservice
Reply Suggestions – Copilot reads incoming tickets, searches the knowledge base, and drafts tailored responses for agents to review and send in Freshdesk

With these updates, Freddy AI Copilot goes beyond simple assistance – it becomes a partner in delivering faster, more aware support across the organization.

“We designed our Freddy Agentic AI Platform to go beyond simple automation. It works alongside people to solve real challenges in real time,” said Srini Raghavan, Chief Product Officer at Freshworks. “Freddy’s multi-model architecture draws on our trusted LLM partners, each selected for their strengths. This layered approach helps ensure more accurate, reliable, and context-aware support that helps resource constrained teams move faster and with less friction.”

Customer-Proven Results
Since its initial release in 2023, Freddy AI has helped over 5,000 organizations streamline service operations and deliver measurable results – up to 70% ticket deflection from AI Agents and up to 50% productivity gains from Freddy AI Copilot.

Hobbycraft automated 30% of customer queries with Freddy AI Agent which freed up agents to handle more complex issues, improved customer satisfaction by 25%, enabled hybrid work, and boosted employee engagement
Bergzeit auto-triaged more than 200,000 tickets and reduced translation workload by 75% utilizing Freddy AI Copilot with Freshdesk
Five9 deflects up to 65% of IT requests with Freddy AI Agent, while also using Freddy AI Copilot to save the IT department 200 hours per month and Freddy AI Insights to help identify service gaps and how to fix them.
iPostal1 resolves 54% of support queries automatically with Freddy AI – gains that enabled them to scale and open to over 1.3 million mailbox accounts across more than 3,500 locations without compromising quality, accountability, or employee morale.

“The shift toward agentic AI that can autonomously resolve service requests rather than just route them represents a critical evolution in support operations,” said Liz Miller, Vice President and Principal Analyst at Constellation Research. “The democratization of agent deployment through simplified, no-code platforms is particularly significant for mid-market organizations that lack the technical resources to build complex AI systems from scratch. This accessibility shift allows companies in that mid-market sweet spot to achieve autonomous resolution capabilities and operational efficiency gains that were previously reserved for large enterprises with dedicated AI teams.”

Accelerating Freddy AI Adoption
To make Freddy AI adoption easy, Freshworks is also launching resources that help maximize rapid impact:

Freshworks University Courses: A new AI learning hub with tutorials, use cases, and live help.
AI Academy for Partners: Technical enablement and training for partners that can help them win more deals and boost revenue.
AI Professional Services: A dedicated Freshworks team offering tailored AI strategy, product rollout, and optimization support for larger enterprises facing more complexity.
In-product assistance: Prescriptive workflows, videos and guides to help users get up and running.

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Data-Driven Revenue Strategies Are Helping High-Tech Manufacturers Navigate Turbulent Markets

Ankur Gupta

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June 11, 2025

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Data-Driven Revenue Strategies Are Helping High-Tech Manufacturers Navigate Turbulent Markets

Geopolitical tensions, manufacturing constraints and technology shifts are creating a perfect storm for high-tech manufacturers in 2025. With proposed semiconductor tariffs, China-US trade uncertainties and volatile AI chip demand, revenue leaders are searching for more resilient approaches to protect their bottom line.

Manufacturers are responding to these pressures by transforming how they manage, analyze and leverage data across their revenue operations. Model N’s 2025 State of Revenue Report reveals that technological disruptions now top the list of factors reshaping revenue management strategies, followed closely by supply chain vulnerabilities that continue to echo through the industry.

For semiconductor and electronic component manufacturers, this transformation isn’t just about adopting new technologies — it’s about fundamentally rethinking how they collect, analyze and apply data to navigate market volatility. Those who successfully adapt are using integrated data insights to anticipate disruptions, respond to regulatory changes and uncover new revenue opportunities to better position their companies for success.

Channel intelligence strengthens revenue programs

A recent Model N report found that 87% of high-tech manufacturers regularly use channel sales data to inform price management and optimization processes, demonstrating the industry’s growing recognition of just how valuable this data can be. This high adoption rate reflects a significant shift from previous years, as manufacturers increasingly understand that channel visibility gives them greater control over pricing strategies, partner relationships and revenue forecasting.

However, effectively collecting and using this data remains challenging. Companies vary widely in their approaches, with 40% handling it in-house, 22% outsourcing completely and 38% using a hybrid approach, suggesting an opportunity for standardization.

Because channel data has become foundational for understanding how products move through distribution networks, it has quickly become one of the leading defenses against pervasive gray market threats. Nearly all high-tech leaders (95%) expressed concerns about gray market sales, with revenue loss (53%) and price erosion (50%) cited as the most troubling consequences.

In response, companies are taking multiple approaches to combat unauthorized sellers, including contract enforcement (50%) and partner education programs (44%). These strategies reflect an increasingly sophisticated approach to preserving revenue integrity by helping to identify unauthorized distribution channels that can undermine pricing strategies and damage brand reputation.

AI adoption accelerates for revenue optimization

High-tech manufacturers are among the most enthusiastic adopters of generative AI, with 74% planning to implement GenAI solutions. This rapid adoption likely stems from high-tech’s familiarity with digital technologies and the competitive pressure to optimize operations in a tightening market.

This enthusiasm translates into concrete use cases focused on operational efficiency. High-tech leaders identified deal analytics (53%), process automation (48%) and quantitative revenue forecasting (46%) as their top AI priorities for revenue management. These applications reflect a practical approach to AI implementation, focusing on areas with clear ROI potential rather than speculative or experimental applications.

Companies are moving beyond just acknowledging AI’s potential to setting concrete, outcome-driven expectations. The industry now seeks specific solutions, such as a tool that automates data enrichment or provides actionable intelligence for pricing decisions. This shift to quantifiable objectives indicates a maturing approach to AI adoption throughout the revenue lifecycle.

Trade tensions shape supply chain strategies

The ongoing geopolitical tensions between the U.S. and China create uncertainty for high-tech manufacturers. Tariffs and export restrictions are forcing companies to reconsider their supply chains and revenue forecasting models. The semiconductor industry faces particular challenges as it navigates export controls and attempts to balance global manufacturing footprints.

What makes the current situation particularly complex is the combination of factors at play. The industry is dealing with geopolitical tensions that extend beyond just the U.S. and China, with countries worldwide seeking to establish technology sovereignty. India, the EU, and other regions are implementing policies to develop domestic technological capabilities, creating a fragmented global landscape.

This complex environment has prompted high-tech manufacturers to implement multiple supply chain strategies simultaneously. The report found that 53% are diversifying suppliers, 51% are deploying new technologies and 50% are implementing sustainability initiatives to address global challenges. This multi-faceted approach demonstrates how companies are building resilience through flexibility rather than depending on any single strategy.

Better resilience through data integration

The research shows that executives believe data integration and analytics offer the greatest opportunity for improving revenue management (54%), followed closely by revenue forecasting (49%). Companies that prioritize data-driven decision-making will be better positioned to capitalize on opportunities and enhance revenue operations compared to their competitors. The key is having instant access to reliable data and integrating that insight into workflows to support informed decision-making.

As high-tech manufacturers face market challenges, regulatory changes and technology disruption, they must focus on data-driven revenue strategies to shore up their revenue programs. The companies best positioned for success will be those that leverage channel intelligence, embrace appropriate AI applications and build adaptable supply chain models that can withstand continuing global pressures and allow manufacturers to deliver to their customers, despite market headwinds.

Episode 227 Of The SalesStar Podcast: Revenue Generation and RevTech Trends: with Latane Conant, CRO at 6sense

TextUs Introduces Powerful Enhancements to Salesforce Integration, Empowering Sales & Marketing Teams to Drive Better Results with SMS

STS News Desk

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June 11, 2025

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TextUs Introduces Powerful Enhancements to Salesforce Integration, Empowering Sales & Marketing Teams to Drive Better Results with SMS

Texting platform expands native Salesforce integration with embedded SMS, bi-directional sync, and Marketing Cloud support.

TextUs, a leading SMS engagement platform, is excited to announce the release of its enhanced Salesforce integration. Designed to empower sales and marketing professionals, this upgraded integration delivers new functionality and significant enhancements to improve how teams connect with their leads and customers.

The latest version of the TextUs Salesforce integration offers a deeper, more embedded experience within Salesforce, ensuring faster, smarter, and more seamless communication with leads and customers. Packed with advanced capabilities, the updated integration provides users with native two-way texting, automated SMS workflows, and effortless contact syncing—empowering businesses to connect more efficiently, drive personalized engagement, and increase conversion rates directly from their CRM.

“We enhanced our integration with Salesforce to aid in our mission of empowering sales and marketing teams with the most advanced SMS capabilities, ultimately driving stronger connections with their leads and customers,” said Rachel Fernances, SVP of Product at TextUs. “This best-in-class integration cements TextUs as the leader in SMS communication within the Salesforce ecosystem.”

Key Features of the Enhanced TextUs Salesforce Integration:

Native Two-Way Texting: Seamlessly send and receive text messages directly within Salesforce, making communication with prospects and customers faster and more efficient.
Automated SMS Workflows: Easily integrate SMS actions into Salesforce’s Journey Builder, enabling scalable, personalized lead nurturing at every stage of the funnel.
Automatic Contact Syncing: Save valuable time with automatic syncing of contacts and leads from Salesforce to TextUs, ensuring up-to-date information for more personalized outreach.
Conversation Logging: Maintain a unified system of record by automatically logging individual or batch text conversations in Salesforce.

This upgraded solution addresses the growing demand for effective, real-time communication tools in today’s competitive market. By embedding texting capabilities directly into Salesforce, TextUs provides a streamlined, scalable way to increase engagement with leads and customers and drive conversions.

TextUs’ commitment to innovation continues to position the company as a leader in SMS communication for businesses, offering tools that enhance efficiency, engagement, and results for its users.

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Accion Labs Joins commercetools Partner Ecosystem to Advance Composable Commerce for Enterprises

STS News Desk

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June 11, 2025

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Accion Labs Joins commercetools Partner Ecosystem to Advance Composable Commerce for Enterprises

Accion Labs, an AI-first Innovation Engineering Services & Solutions company, announced it has joined the commercetools Partner Program. This strategic collaboration underscores Accion Labs’ commitment to helping enterprises modernize their digital commerce platforms through composable, MACH-based (Microservices, API-first, Cloud-native, and Headless) solutions designed for agility, scale, and long-term innovation.

As a commercetools partner, Accion Labs will work alongside the industry leader in composable commerce to design, develop, and deploy flexible, cloud-native commerce platforms suited for enterprise needs. The partnership strengthens Accion Labs’ position as a transformation partner of choice for businesses seeking to future-proof their digital commerce strategies.

“With the pace of change in commerce technology accelerating, enterprises need modular, scalable architectures that allow them to innovate without constraints. Our partnership with commercetools enables us to deliver next-generation commerce solutions that are fast to deploy, built for change, and aligned with the expectations of digital-first customers,” said Jaywant Deshpande, Chief Solutions Officer, Accion Labs.

Accion Labs brings more than two decades of product engineering and digital commerce expertise. Its global engineering teams specialize in building and integrating microservices-based platforms that support omnichannel engagement, real-time personalization, and operational scalability—critical capabilities for enterprises seeking to stay competitive in a rapidly evolving market.

Through this collaboration, Accion Labs and commercetools will jointly engage in go-to-market initiatives, co-develop solution accelerators, and provide end-to-end support for organizations transitioning to composable commerce.

Accion Labs is an AI-first Innovation Engineering Services & Solutions company headquartered in Pittsburgh. The core purpose is to impact lives by transforming businesses through innovation. With a presence in 23 global offices, Accion Labs boasts an engineering headcount of more than 5,500 employees. The company engages with its clients through collaborative, white-box engagement models that include extended teams and turnkey projects. Accion Labs excels in building new products and re-engineering legacy products using state-of-the-art technologies and innovation. Led by an entrepreneurial leadership team that prioritizes execution, outcomes, and continuous learning, Accion Labs has been recognized as one of Pittsburgh’s fastest-growing companies by the Pittsburgh Business Times and as a leader in innovation by Smart Business Magazine.

commercetools is the leading enterprise commerce platform built to power innovation and versatility for the world’s leading brands. Our composable, cloud-native technology provides the flexibility to design tailored, scalable commerce experiences across any channel, at any scale — whether in stores, on social media, through connected devices, or in augmented reality. By removing the constraints of legacy systems, commercetools enables companies to innovate freely, personalize at scale, and quickly launch new channels to meet the evolving demands of their customers.

As trusted partners to brands like Audi, Danone, Eurail, NBCUniversal, and Sephora, commercetools helps its customers set the pace of innovation, deliver exceptional experiences, and achieve sustainable growth. With commercetools, businesses don’t just adapt to change — they lead it.

Organizations using Salesforce can enable their support teams to develop critical communication skills with Skillsoft CAISY™

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Licensed by the Department of Telecommunications (DoT) India, Zoom Phone brings AI-first modern telephony to Mumbai, Delhi NCR, Karnataka (Bengaluru), and Andhra Pradesh & Telangana (Hyderabad) telecom circles in addition to Maharashtra and Tamil Nadu (Chennai)

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The leader in shoppable media helps brands navigate an increasingly complex and AI-driven landscape with more in-depth retail intelligence, plus more new tools rolling out to help boost sales and drive higher conversions

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Geotab Report: AI Already Boosting Uptime and Fix Rates for Field Service Fleets

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Powered by Ivo’s proprietary AI Repository Engine, Ivo’s AI-native Repository and Assistant tools allow for complete visibility into organization-wide contracts with plain language queries — something no CLM has ever delivered.

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On track for another record year, the company taps former Epsilon Retail Media CEO of the Americas David Haase to lead U.S. growth and in-store retail media measurement pioneer Artem Lavrinovich to drive its data and AI strategy

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New agentic capabilities resolve service requests autonomously, deliver real-time insights and simplify the deployment of AI agents for support teams

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Channel intelligence strengthens revenue programs

AI adoption accelerates for revenue optimization

Trade tensions shape supply chain strategies

Better resilience through data integration

Episode 227 Of The SalesStar Podcast: Revenue Generation and RevTech Trends: with Latane Conant, CRO at 6sense

Texting platform expands native Salesforce integration with embedded SMS, bi-directional sync, and Marketing Cloud support.

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

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