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: ServiceNow’s announcements from Knowledge 2024 including updates on partnerships and new solutions and capabilities, Calabrio’s release of their new business intelligence tool called Insight, and CallRails’ launch of AI multi-conversation capabilities.
Also, Zingtree announces their CX Answers and CX Actions solutions and EnGenius releases their new video conferencing tool, AVXpress.
ServiceNow made many announcements at their annual customer and partner event, Knowledge 2024, including:
Calabrio is replacing its Data Explorer business intelligence tool with Insight, a business intelligence solution that is aimed at improving contact center performance. Insight is embedded in Calabrio ONE, a workforce engagement management (WEM) solution that has AI-powered analytics and business intelligence. Insight provides analysis to predict and identify causes of trends. It can be used by non-technical users to build reports and dashboards without IT or data analyst assistance and communicate with team members across departments.
Insight will be available by May 30th.
The call center analytics company announced AI multi-conversation capabilities that analyzes customer calls, trends, opportunities, and risks. These capabilities will give a 3-6 sentence summary of calls, show the average sentiments of calls to identify trends, and show commonly asked questions that aid in SEO and keyword strategy, marketing messaging, and product offerings.
Zingtree, an AI-powered customer experience automation platform, has launched its AI CX tools CX Answers and CX Actions. These tools are designed to help B2C enterprises unify systems processes, and workflows.
CX Answers uses CX-specific Large Language Models (LLMs) to aid customers and agents in finding accurate information, using efficient processes, and accessing automation. It allows non-technical CX leaders to help agents and provide self-service experiences for customers.
CX Actions allows CX leaders to automate business actions like scheduling, billing, refunds, and returns. It also allows customers to resolve issues though self-service, provides agents with contextual customer data from third-party apps during calls, and send SMS and email alerts for shipping and delivery updates.
Network solutions provider EnGenius has released network traffic prioritization solution AVXpress. AVXpress automates complex configurations for optimization by recognizing and categorizing different data types, which improves clarity in voice and video calls. AVXpress has an ‘Express’ mode which allows users to prioritize time-sensitive AV applications.
