Weekly No Jitter Roll: Key Updates in Enterprise Communication Technology
Highlights of the Week
Twilio Enhancements: New features for customer engagement platforms.
Zoho’s AI Innovations: Updates to its customer experience platform.
Forethought’s Multi-Agent AI: Launch of omnichannel AI solutions.
Dialpad’s AI Improvements: Enhancements for real-time intelligence.
Partnership News
Twilio & Microsoft: Collaboration on conversational AI.
NICE & AWS: Partnership for customer service automation.
Kore.ai & AWS: Integration of AI solutions.
Oracle & Infobip: Expansion for conversational experiences.
No Jitter Roll: This Week’s Highlights in Enterprise Communication Technology
Welcome to this week’s No Jitter Roll, your go-to source for the latest product news in the enterprise communication technology space. This week, we have exciting updates from Twilio, Zoho, Forethought, and Dialpad, along with significant partnership announcements that are shaping the future of customer engagement.
Twilio Launches Customer Engagement Platform
Twilio has unveiled a preview of its next-generation customer engagement platform, along with enhancements to its Customer Data Platform (CDP) and Communications Platform as a Service (CPaaS). These upgrades include advanced conversational AI tools, expanded communication channels, and robust compliance solutions.
The new platform promises to deliver omnichannel communications, authentication and identity features, intelligent automation, predictive insights, and a unified API that integrates contextual data from Twilio Segment CDP. This comprehensive approach aims to enhance customer interactions and streamline engagement processes.
Zoho Adds Features to Customer Experience Platform
Zoho Corporation has introduced new AI and work orchestration capabilities to its Customer Experience (CX) platform, powered by its AI engine, Zia. These enhancements are designed to simplify CRM adoption for businesses and include:
Report Creation: Users can generate reports based on permissions using Ask Zia.
Custom Module Creation: No-code, plain language customization for CRM implementation.
Workflow Creation: Users can create workflows through Ask Zia, allowing AI agents to perform tasks.
Image to Canvas: Add visual design layers to the system of record for images.
These features aim to empower users and enhance the overall customer experience.
Forethought Introduces Multi-Agent Omnichannel AI
Forethought has launched a multi-agent, omnichannel AI solution for customer experience, enabling enterprises to deploy AI agents across various channels and departments. Co-founder and CEO Sami Ghoche stated, “We’re entering a new era where AI agents can resolve real customer problems, drive upsells, and transform how businesses engage with their customers.” This innovative approach aims to extend AI capabilities beyond customer service to all customer-facing functions.
Dialpad Announces Agentic AI Enhancements
Dialpad has rolled out agentic AI enhancements to its platform, focusing on real-time intelligence. Key features include:
Guidance for live agents during conversations.
AI-generated customer satisfaction (CSAT) scores post-calls.
Tips for call improvement.
Automatic syncing with Salesforce and other CRMs.
Expanded customer data support through integrations with platforms like HubSpot and Microsoft Teams.
These enhancements will also allow customers to utilize AI agents for order tracking and appointment management, streamlining operations for businesses.
Partnership Highlights
Twilio and Microsoft Partner for Conversational AI Initiatives
Twilio and Microsoft have announced a multi-year partnership aimed at developing conversational AI solutions for customer engagement. Utilizing Microsoft Azure AI Foundry and Twilio’s platform, the collaboration will focus on creating multi-channel AI agents to enhance customer interactions and assist live agents in contact centers.
NICE and AWS Partner for End-to-End Customer Service Automation
NICE and AWS have teamed up to deliver integrated AI, cloud, and automation technology for customer service. This partnership will combine NICE’s AI platform with AWS services, enabling businesses to automate customer service workflows efficiently.
Kore.ai and AWS Partner for AI Adoption
Kore.ai has expanded its collaboration with AWS to integrate its AI agent platform with AWS services like Amazon Bedrock and Amazon Connect. This partnership aims to enhance product integration and go-to-market strategies.
Oracle and Infobip Partner for Conversational Experiences
Infobip has expanded its partnership with Oracle to enhance conversational experiences. This integration will allow customers to access Infobip’s omni-channel services through Oracle Integration, simplifying connectivity and enhancing AI innovation.
Stay tuned for more updates in the ever-evolving landscape of enterprise communication technology. As these companies continue to innovate and collaborate, the future of customer engagement looks brighter than ever!
