Welcome to this week’s No Jitter Roll, our regular roundup of product news in the communication and collaboration spaces. Leading off this week, we highlight: Five9’s new feature for Microsoft Teams, GoTo’s new AI, automation, and management features, Nutrient’s AI Assistant for documents, Alvaria’s Alvaria Intelligence Platform, and Cyara’s new GenAI solutions.
We also cover partnerships and acquisitions, such as 8x8 and Descope partnering for better customer experience, Echo AI being acquired by Calabrio, and Thoughtworks collaborating with AWS.
Click on the links below to jump to specific sections:
Five9 has announced the release of Microsoft Teams UC Integration. This new Teams feature has a bi-directional presence, allowing agents to communicate with experts and accelerate resolutions for customer requests. Microsoft Teams UC Integration will now give Teams users the ability to see real-time availability for agents and back-office experts.
Jim Hickey, Senior Vice President of Products, Five9, says, “With this enhancement, organizations can transform the way they deliver customer experience. We’re proud to be the first in the market to deliver a pre-built bi-directional presence feature with Microsoft Teams. Our joint customers can now enjoy a complete connection between the contact center and back-office subject matter experts.”
GoTo has announced recent updates for its flagship IT solutions GoTo Resolve and LogMeIn Rescue. For GoTo Resolve, updates include:
For LogMeIn Rescue, enhancements include:
To read more about GoTo Resolve and LogMeIn Rescue, you can check out these No Jitter articles:
Nutrient, a document processing technology and workflow automation platform, has announced its new AI Assistant which enhances document interaction using AI features. AI Assistant allows for AI chat capabilities to be present in documents, letting users ask direct questions about documents, get summaries, reword or restructure content, translate sections of the document, and redact sensitive information. This new assistant is integrated into Document Engine and Nutrient Web SDK.
Alvaria CX, a contact center infrastructure software company, has announced the launch of its Alvaria Intelligence Platform (AIP). This platform uses capabilities from Alvaria Advanced Outreach and CXP products and provides API integrations to partner solutions. The Alvaria Intelligence Platform has AI capabilities, customizable workflows, and digital channel integrations, helping enterprise contact centers with customer acquisition, retention, and satisfaction.
You can learn more about Alvaria in No Jitter contributor Sheila McGee Smith’s “Aspect Software, Noble Systems Merge to Create Alvaria.”
Cyara, an AI-powered customer experience transformation platform provider, has launched two AI-drive products meant to test bots and analyze customer test cases, DART AI and Cyara AI Trust. Cyara AI Trust is a suite of testing modules that allow organizations to optimize bot development while avoiding risks associated with large language models (LLMs) powered AI chatbots. DART AI helps users define goals, analyze test cases, refine outputs, and target next actions. This suite also comes with FactCheck, which allows businesses to ensure their AI-driven chatbots give correct answers to customer questions.
8x8 and Descope have announced their partnership to integrate Descope’s drag-and-drop customer identity and access management (CIAM) platform with 8x8’s CPaaS APIs. The integration provides customers with consistent, secure, frictionless authentication processes as well as customization for user journeys and onboarding experiences.
Stephen Hamill, General Manager, CPaaS at 8x8, Inc., says, “Our partnership with Descope provides organizations with a secure, frictionless, highly usable experience that enhances efficiency and supports business growth, unlocking the potential of every interaction. Additionally, Descope’s capabilities complement and enhance our AI-driven communication solutions, enabling smarter, more seamless engagements across the customer journey.”
Calabrio has acquired Echo AI, a Gen AI conversation intelligence platform. This acquisition provides Calabrio customers with customizable automated quality management while increasing customer experience intelligence and agent performance coaching.
Echo AI analyzes customer conversations in calls, tickets, surveys, and reviews to help improve bot and agent interactions. The platform also uses large language models (LLMs) to analyze data points and deliver insight into customer retention, operational efficiency, and growth.
Thoughtworks has announced a collaboration with Amazon Web Services to develop Gen AI solutions in the Asia Pacific. This collaboration will allow enterprises to gain access to Thoughtworks Haiven team assistant, and to AI experts and Thoughtworks AI solutions through the AWS marketplace.
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