No Jitter Roll: Five9 Announces New Feature for Microsoft Teams, GoTo Launches New AI, Automation, and Management Features, and More
Welcome to our No Jitter Roll newsletter!
No Jitter Roll is a weekly roundup that will cover the latest developments in enterprise communications and collaboration. In this issue, we bring you news on:
Products
Five9 releases Microsoft Teams UC Integration
GoTo announces new features for its IT solutions GoTo Resolve and LogMeIn Rescue
Nutrient launches AI Assistant for document interaction
Alvaria CX announces its Alvaria Intelligence Platform (AIP)
Cyara announces DART AI and Cyara AI Trust
Partnerships and Acquisitions
Thoughtworks and Amazon Web Services (AWS) partner to bring Gen AI solutions to the Asia Pacific
Products
Five9 Launches New Feature for Microsoft Teams
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 Announces New AI, Automation, and Management Features
GoTo has announced recent updates for its flagship IT solutions GoTo Resolve and LogMeIn Rescue. For GoTo Resolve, updates include:
AI-powered helpdesk enhancements to speed up ticket resolution via automatic summaries, suggested replies, and a user-facing troubleshooting assistant
The ability to create, manage, and retrieve IT information and troubleshooting guides
Automated patch management
Workflows with a new script library and pre-built automation templates for remote access
The ability to link and manage related tickets
For LogMeIn Rescue, enhancements include:
A redesigned device manager to organize and manage unattended devices at scale
An Unattended Privacy mode to protect sensitive data during remote support sessions
To read more about GoTo Resolve and LogMeIn Rescue, you can check out these No Jitter articles:
Nutrient Launches AI Assistant for Document Interaction
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 Launches Alvaria Intelligence Platform
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 Announces GenAI Solutions
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.
Partnerships and Acquisitions
8x8 Partners with Descope for Better Customer Experience
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.”
Echo AI is Acquired by Calabrio
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 Collaborates with AWS
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.
This Week on No Jitter
Hybrid Work Driving Office Evolution: Space shifting to meetings and hot-desking, with mixed results.
Agentic AI Represents an IVR Revolution: The promise of AI tools with the agency to make decisions has potential – but adopters would be wise to understand what AI agents can do well.
AI Needs to Reduce Errors – Or Everyone Will Pay the Price: As litigators begin to go after AI systems and those that deploy them, every human in the technology-deployment chain must carefully consider how much an AI-sponsored error is worth.
Expect RTO Policies to Change As Leases Do: Data from the commercial real estate industry – and from workplace leaders – underscores a link between hybrid work and lease duration.
No Jitter Midroll: Google Cloud Launches Agentspace: Google’s Agentspace grounds Gen AI in enterprise data sources to help enterprise workers find the information they need the first time and then leverage that data for AI-powered insights and generated content.
Enterprise Connect 2025
Attend Enterprise Connect, March 17-20, 2025, and join thousands of like-minded peers building a framework for future success. You’ll walk away with rich learning experiences, invaluable connections, business opportunities, and inspiring insights. Register early to lock in Super Early Bird rates!
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