Engagement intelligence personalizes each interaction, while built-in Arena testing checks agent responses and actions

NEW YORK, Nov. 5, 2026 /PRNewswire/ — Rezonate today introduced the next generation of kira™, its engagement intelligence platform. The expanded platform connects personalized engagement with workflow automation, outcome measurement and Arena agent testing, helping organizations tailor how they reach people, complete the work behind each request and assess agent performance before deployment.

Engagement intelligence connects what an organization knows about a person with how it engages them and what happens next. kira uses the context of the request and earlier interactions to tailor the message, channel and timing, then carries that context forward as the person moves between voice and digital channels.

For example, a patient could begin by calling to change an appointment and continue by message to confirm the new time. kira carries the conversation forward, records the booking and sends the relevant reminder and intake form, so the patient can act without repeating the request. Arena lets teams test both the agent’s response and whether it completed those steps.

“A conversation creates an expectation that something will happen next,” said Peiru Teo, Co-Founder and CEO of Rezonate. “When an agent books an appointment or promises a follow-up, the organization has to stand behind that action. We are building kira to carry out the work, show what happened and give teams a way to improve it.”

kira has been developed through more than a decade of healthcare deployment. Rezonate announced in July that kira™ by Rezonate is a qualified solution on Mayo Clinic Platform. kira coordinates inbound requests and proactive outreach across scheduling, reminders, intake and follow-up, working with the systems an organization already uses. It carries context across channels and departments so a request can continue without making the person start again. Teams can assess conversation quality separately from task completion.

Arena brings repeatable testing into the same platform. Teams can use simulated callers, defined personas and scripted scenarios to test agents before deployment, then rerun those tests after a change. Evaluations examine responses and actions, such as whether a promised SMS was sent, and allow teams to compare results across runs.

For voice interactions, call traces bring together the conversation, system actions, safety events and agent version. Teams can investigate failures, revise an agent and rerun tests while retaining version history, with human reviewers able to spot-check automated assessments. These records give product and operations teams a documented basis for deciding what is ready to use and where an agent can take on more work.

“Healthcare teams have enough on their plates without having to stitch together another set of tools,” said Eric Pallay, Co-Founder and Chief Growth Officer of Rezonate. “With kira, the conversation, the work and the testing sit together, on top of the systems they already use. That gives an organization a practical way to start with one workflow, see how it performs and build a case for doing more.”

Arena’s core testing features are generally available. Rezonate plans to roll out the next generation of kira to existing and new customers over the coming months, with implementation plans tailored to each organization’s workflows and systems.

Organizations can contact Rezonate through getrezonate.com to discuss a workflow demonstration and the capabilities available to them.

About Rezonate

Rezonate closes the gap between a conversation and what happens next. Its engagement intelligence platform, kira™, uses context from each request and earlier interactions to personalize engagement across voice and digital channels. It connects with an organization’s existing systems to book appointments, coordinate outreach and resolve service requests. Built on more than a decade of healthcare deployment, kira brings conversation, workflow automation and agent testing together so teams can examine what an agent said, what it did and where a person needs to step in. Founded in Singapore, Rezonate was formerly known as KeyReply. Learn more at getrezonate.com.

kira™ by Rezonate is a qualified solution on Mayo Clinic Platform.

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SOURCE Rezonate