This week’s No Jitter Roll covers exciting updates in enterprise communication and collaboration. Google enhances its Customer Engagement Suite with new AI voice models and a Conversational Agents console for improved customer interactions. Talkdesk introduces After Hours, an AI solution for managing customer queries outside business hours. Authenticx launches an AI-powered quality management tool tailored for healthcare contact centers, while Boomi unveils the early access Boomi AI Studio for AI agent management. In significant news, UiPath acquires Peak to develop AI workflows. Finally, Genesys reveals a report highlighting key disconnects between consumer expectations and organizational capabilities in customer experience. Stay tuned for more insights and upcoming events in the industry.
Welcome to this week’s No Jitter Roll, your essential update on the latest innovations in enterprise communication and collaboration. We cover key product announcements, exciting acquisitions, and insightful reports to keep you informed in this rapidly evolving field.
This week, notable highlights include Google’s enhanced features for its Customer Engagement Suite, which utilizes AI for better customer interactions. Talkdesk is rolling out its After Hours service to help businesses handle customer queries even after hours. Meanwhile, Authenticx has introduced an AI-powered quality management solution aimed at healthcare contact centers, and Boomi has debuted the Boomi AI Studio, offering innovative tools for AI agent development.
In the deals section, UiPath has acquired Peak, which provides AI solutions for product inventory and pricing, reflecting the growing influence of AI in business operations. Furthermore, the Genesys report reveals critical gaps between customer expectations and what organizations deliver in terms of customer experience.
Google Customer Engagement Suite Gets New AI Features
Google recently announced exciting updates to its Customer Engagement Suite (CES). The suite now includes 30 new voice models designed to enhance conversational interactions with users. These updates allow for more natural dialogues by enabling steerable voice instructions and emotional nuances in voice responses.
The CES has also introduced a new Conversational Agents console, allowing businesses to create advanced AI agents for self-service tasks. This console incorporates generative AI and rules-based systems to provide customers with effective solutions while allowing human oversight when necessary. Key features include agent performance benchmarking and extensive integrations with systems like Salesforce and BigQuery.
Talkdesk Launches Talkdesk After Hours
In another development, Talkdesk is making waves with the launch of Talkdesk After Hours. This new AI-driven solution empowers contact centers to manage customer inquiries such as orders or returns outside regular business hours. Taylor Johnson, Senior Product Marketing Manager at Talkdesk, explained that this tool provides a pre-built workflow for easy implementation, making customer service more efficient.
Authenticx Launches Healthcare-Specific AI for Contact Center Quality Management
Authenticx has stepped up its game by leveraging a machine learning technique known as Mixture of Experts (MoE) in its quality management system. This tool is tailored for healthcare organizations, helping them evaluate agent performance efficiently. Authenticx’s innovation aims to ensure quality assurance while also providing customizable scoring and training features for agents.
Boomi Debuts AI Studio for AI Agent Control
Boomi has introduced its AI Studio, now in early access, a platform designed for creating and managing AI agents in a user-friendly manner. Key features include an Agent Designer for template-based agent creation, an Agent Control Tower for monitoring and managing performance, and an Agent Garden for individual user interactions with AI.
UiPath Acquires Peak for Vertically Specialized AI Agents
In a significant expansion of its offerings, UiPath has acquired Peak to enhance its AI capabilities. This acquisition aims to empower businesses in sectors like retail by optimizing workflows and improving decision-making through advanced AI tools. The integration of Peak into UiPath’s platform promises to optimize critical business processes for its customers.
Genesys Research: Three Major Disconnects Between Consumers and CX Leaders
A newly released report by Genesys highlights notable discrepancies between what customers expect regarding their experience and what businesses provide. The report reveals that consumers overwhelmingly prioritize first-contact resolution, yet many companies do not adequately track this metric. Additionally, seamless omnichannel interactions are crucial for consumers, but a significant number of organizations are not adequately delivering this experience.
This Week on No Jitter
In case you missed any updates, mark your calendars for the upcoming Enterprise Connect event, taking place from March 17-20, 2025. This event will provide valuable insights and networking opportunities for professionals in the communications sector.
Stay tuned for next week’s updates as we continue to report on all things communication and collaboration.
What are the main changes in Google’s Contact Center updates?
Google’s updates to its Contact Center focus on improving customer interaction. It offers new tools that make it easier for businesses to manage calls and respond quickly to customer needs.
How does Genesys highlight the disconnect in customer experience?
Genesys points out that many customers feel frustrated with the inconsistency in their experience across different channels. This disconnect can lead to poor service and lost customers, which is why addressing it is crucial.
What are some benefits of the new Google Contact Center features?
The new features include improved automation, better data insights, and seamless integration with existing systems. These can help businesses respond faster and provide a smoother experience for their customers.
Why is it important for businesses to address CX disconnect as mentioned by Genesys?
Addressing CX disconnect is vital because it directly affects customer satisfaction and loyalty. When customers have a consistent experience, they are more likely to return and recommend the business to others.
How can businesses improve their customer experience based on these updates?
Businesses can improve their customer experience by using the new tools from Google’s Contact Center. They should focus on integrating these tools into their current systems and ensuring all team members are trained to use them effectively.