Weekly No Jitter Roll: Key Updates in Enterprise Communication Technology
Highlights This Week:
NiCE Launches CXone Mpower Agents for Enhanced Customer Service
Nurix AI Introduces NuPlay: An Interactive Voice AI Platform
NWN Unveils AI Assistants and Managed Digital Employee Experience Solutions
NiCE Expands Partnership with AWS for Agentic AI Integration
GoTo Research Reveals Employee Skepticism Towards AI in the Workplace
Verint Study Examines AI-Powered Customer Experience Trends for 2025
No Jitter Roll: This Week’s Highlights in Enterprise Communication Technology
Welcome to this week’s No Jitter Roll, your go-to roundup of the latest and greatest in enterprise communication technology. This week, we dive into exciting product launches, strategic partnerships, and insightful reports that are shaping the future of customer service and employee experience.
NiCE Launches CXone Mpower Agents
NiCE has unveiled CXone Mpower Agents, a groundbreaking solution designed to enhance customer service through AI agent creation and deployment. With the help of the Mpower AI Studio, organizations can identify automation opportunities and generate AI agents that are not just conversational but also effective in fulfilling customer needs.
Barry Cooper, President of NiCE’s CX Division, emphasizes the difference: “While others are building agents that mimic conversations, we’re building agents that fulfill customer needs—end to end.” This innovative approach ensures that Mpower Agents work seamlessly across the entire CXone Mpower platform, delivering real outcomes rather than mere responses.
For more insights on CXone Mpower, check out this article.
Nurix AI Launches Voice AI Platform
In another exciting development, Nurix AI has introduced NuPlay, an interactive voice AI platform that integrates with CRM, ERP, and CCaaS tools. NuPlay is designed to automate customer inquiries with features like call interruption handling and personalized agents that reflect brand tones. This platform aims to streamline customer interactions and enhance overall service efficiency.
NWN Announces AI Assistants and Digital Employee Experience Solutions
NWN has rolled out its AiVA virtual assistant and Managed DEX (Digital Employee Experience) platform. These solutions work in tandem to monitor device health, provide multilingual support, and deflect support tickets. Jim Sullivan, President and CEO of NWN, states, “The modern workforce expects intuitive, always-on support.” By integrating conversational AI with real-time device intelligence, NWN is paving the way for a seamless digital employee experience.
For more on NWN’s offerings, check out this related article.
NiCE Expands AWS Partnership for Agentic AI
NiCE is furthering its collaboration with AWS by integrating Amazon Bedrock, Amazon Q, and AWS’ Nova LLMs into its CXone Mpower platform. This expansion aims to simplify AI agent creation and enhance content-aware automation, empowering global teams with AI augmentation.
GoTo Research: Employees Skeptical of AI in the Workplace
In a recent report by GoTo, titled The Pulse of Work in 2025, findings reveal that many employees remain skeptical about AI in the workplace. A significant 62% believe AI is overhyped, and 86% admit they aren’t utilizing AI tools to their full potential. Interestingly, while 54% use AI for sensitive tasks, 77% do not regret it, despite concerns about accuracy and reliability.
Verint Study: AI-Powered CX in 2025
Verint has released its report, The State of Customer Experience, which surveyed 5,000 US consumers. Key findings include:
86% of consumers recognize the benefits of AI in customer service.
56% believe that quick access to information is the most important aspect of good customer service.
73% prefer digital channels over phone interactions.
As we continue to witness rapid advancements in enterprise communication technology, these developments highlight the importance of integrating AI to enhance customer and employee experiences. Stay tuned for more updates in the coming weeks!
