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: Vonage’s launch of Vonage RCS and their expansion on their Salesforce Service Cloud offering, Magnit’s launch of Magnit Platform, and Talkdesk’s new AI Rewriter and AI Translator. Also, Logitech launches a Copilot compatible keyboard and a Microsoft Teams certified headset.
And in partnership news: Salesforce and NVIDIA partner to advance AI agents after the release of Agentforce. Also, AVOXI joins the Genesys Ascend Partner Program
Lastly, we reviewed several reports and surveys. Workato launches a report on AI hype in businesses, Intradiem releases a report on AI usage in contact centers, and Vodafone reports on how AI can shrink business’ trust gap.
Click on a section to jump to it:
Vonage has announced the launch of Vonage RCS (Rich Communications Services), a low-code messaging solution that is available through Vonage Messages API. Vonage RCS offers branding capabilities, such as the ability to share encrypted RCS messages with company names and logos as well as a user interface with verification status. The solution also ensures secure transmission of enriched content such as videos, images, and audio files and offers functions like typing indicators, carousels, rich cards, location sharing, and interactive suggestion replies. Users can personalize RCS campaigns through Vonage Conversational Commerce, powered by Jumper.ai, which uses AI-powered bots and AI-assisted live chat.
Vonage has also expanded their Salesforce Service Cloud offering by joining Salesforce’s Bring Your Own Channel for CCaaS pilot program, giving Vonage Premier for Salesforce Service Cloud Voice customers the ability to integrate Vonage omnichannel and AI-powered capabilities. These capabilities can be used in existing contact center solutions such as voice, SMS, and social media messaging apps.
BYOC for CCaaS also provides Workforce Engagement Management (WEM) with solutions such as Verint, Calabrio Teleopti, Playvox, and injixo, which can be used to plan, schedule, track, and manage contact centers.
Integrated Workforce Management (IWM) platform provider Magnit has introduced Gen AI to its Magnit Platform. The Magnit Platform delivers business outcomes by using capabilities in pay and talent intelligence, shift-based workforce management, and more into one platform.
The three core layers of Magnit Platform include:
Talkdesk has launched Talkdesk AI Rewriter and Talkdesk AI Translator as the newest AI capabilities in their portfolio.
Talkdesk AI Rewriter allows agents to rewrite text in professional, friendly, or empathetic tones for contact center customer interactions. This capability also allows supervisors to ensure agents adhere to business rules during customer interactions.
Talkdesk AI Translator automates translation for emails, chats, or SMS so customers can communicate with agents in different languages.
Both capabilities are available as a part of Talkdesk Copilot.
Logitech has launched two new products: the Signature Slim Combo MK955 for Business and Copilot Edition and the Logitech H570e Headset (Teams version).
The Signature Slim Combo MK955 for Business and Copilot Edition is a keyboard and mouse set that provides access to AI assistance with a Copilot key. This set features quiet keyboard keys, silent mouse clicks, and SmartWheel technology for scrolling. The keyboard can also connect to different devices via Bluetooth or Logi Bolt. The set will be available in North America starting October 4th for $99.99.
The Logitech H570e Headset, which is now Microsoft Teams certified, provides employees with inline call controls and a Teams button, which can be used to join Teams meeting, answer or end calls, mute or unmute, and adjust volume. This headset also has a light indicator to show Teams connection status and mute/call status. The new Teams version of this headset also allows employees to customize listening experiences with anti-startle protection and adjustable sidetone and mic gain. The headset can be managed remotely by IT teams for firmware updates.
The Teams version of the H570e Headset is available in Mono, which has a single earpiece, for $44.99, or Stereo, with two earpieces, for $49.99.
Salesforce and NVIDIA have announced a collaboration to develop AI capabilities with autonomous agents and interactive avatar experiences. This partnership gives organizations access to next-generation AI and data capabilities from the Salesforce Platform, Agentforce, and NVIDIA’s NIM microservices and NVIDIA NeMo. The collaboration will also enhance AI capabilities through Salesforce Data Cloud, which provides a “Zero Copy” capability for Salesforce customers to connect to their enterprise data.
Use cases include:
Another key point to this collaboration is innovation on future AI agent avatars using Agentforce and NVIDIA ACE, a collection of digital human technologies and NIM microservices. The AI-powered avatars will use multi-modal AI models for speech recognition, text-to-speech conversion, and contextual visual responses.
AVOXI has announced a partnership with Genesys to become an Ascend Partner. This partnership will give Genesys customers accent to AVOXI’s cloud voice SaaS platform. This platform offers call quality insights, number testing, and more.
Workato has launched it’s report Behind the AI Hype: The 2024 State of LLMs in Business Processes. The report shows trends on how over 1,000 business leaders in North America look at AI hype. The report found that, even though 89% of businesses use Gen AI, only 23% consider it fully deployed. It also found that 95% of those surveyed believe humans-in-the-loop are important and 60% believe huma review is needed for at least half of all processes.
Intradiem has released a report on contact center AI agents, which showed a discrepancy between contact center leader priorities and what customers value. 92% of contact center customers said that human agents are more helpful that AI agents or call bots. 60% also said they view customer service as more important than the product itself.
Vodafone has released its latest Fit for the Future (FFTF) Report, which showed that businesses using AI to help customers can shrink the “Trust Gap” by about half. 62% of those surveyed trust organizations the same or more when Gen AI is used and 57% believe businesses that use AI can make more accurate predictions. The report also found that human interaction is still important, with 62% of respondents showing concern about AI reliance limiting human interactions.
In case you missed them, here are some of our top stories:
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