New Services from Intel, Datto, Verizon, NICE: AI, ChatGPT Make Inroads Into Contact Center
One CCaaS provider announced a partnership with OpenAI; others are announcing new AI capabilities left and right.
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NICE InContact is bringing ChatGPT into its knowledge platform.
The contact center provider’s CXone Expert now uses OpenAI’s generative modeling. That’s the same modeling ChatGPT uses. NICE executives said the integration will lead to faster self-service for consumers.
Check out Nice’s announcement on the matter.
Microsoft made Azure OpenAI Service generally available, building on its new investments in Chat GPT parent OpenAI.
The offering lets businesses tap into multiple AI models that run on Microsoft Azure. That includes GPT-3.5 language model, the Codex programming model and the DALL-E 2 visual imaging model. Microsoft first launched Azure OpenAI in November 2021 for exclusive customers.
Martinwolf Advisors penned a Channel Futures blog about the announcement, using Chat GPT to draft some of the blog.
Intel hailed the launch of its latest processor.
The company unveiled its 4th Gen Xeon Scalable processor, also known as Sapphire Rapids. The launch included an x86-based processor geared toward high bandwidth memory, and a data center GPU.
Intel executives said the company’s new CPUs improved 2.9 times on their performance per watt over former iterations.
Jeffrey Schwartz wrote about Intel.
Lenovo deepened its data center porfolio.
Lenovo launched a new 4-socket 2U design server. It also launched new hyperconverged infrastructure offerings, including one called Open Cloud-Automation.
The company’s announcement of 25 new offerings came in conjunction with Intel’s 4th Gen Xeon Scalable processor line.
Jeffrey Schwartz covered the Lenovo news extensively.
A new Trend Micro subsidiary tackles 5G security.
Trend Micro launched CTOne, a standalone business that will engage with its parent company’s partners and clients. Specifically, CTOne will help secure applications in private 5G networks, casting a “pre-deployed” security net rating from network to endpoints.
Edward Gately has the scoop.
Datto launched new cloud managed switches.
The second generation of Datto’s DSW family went live last month. They work in tandem with Datto’s Wi-Fi 6-optimized access points.
The Kaseya-owned company also unveiled a secure remote access solution.
Check out the press release for further information on those products.
Zoom launched a conversational artificial intelligence (AI) and chatbot solution.
The virtual agent enhances the company’s contact center offering. However, it also connects with other CCaaS platforms, the company said.
It uses machine learning to setup a self-service experience with minimal coding.
Read Zoom’s blog post about its virtual agent.
GTT added a new network point of presence as a result of an expanded partnership with Ziply Fiber.
GTT announced a new PoP deployment in Portland. Leaders from GTT said their customers will benefit from a strengthened Northwest footprint as a result.
Read the companies’ joint announcement.
Broadvoice unveiled a contact center offering for North America.
The omnichannel solution caters to North American small and midmarket business customers. Latin American and European business were already using GoContact.
Claudia Adrien wrote about the announcement.
A new Observe.AI feature gives agents live AI-based guidance during customer interactions.
Real-Time AI gives contact center workers information on upsell opportunities, legal threats and other tactical information. Executives said the feature can reduce customer frustration by up to 82%.
Claudia Adrien covered the news in full.
Brace yourselves; it’s another contact center offering.
Verizon Business updated its contact center offering. Its Virtual Contact Center (VCC) solution now includes a self-service guide for web and mobile experiences, a smart knowledge management tool, a conversational AI offering and auto-generated, AI-based application insights.
All the details are here in Claudia Adriens’ article.
Windstream Enterprise enlisted the world’s largest hyperscaler to bolster its virtual meeting platform.
Windstream gave its OfficeSuite Live solution WebRTC capabilities from Amazon Chime SDK. In addition, executives said teaming with AWS, notably its multiple availability zone (AZ) architecture, will improve redundancy and reliability for meetings.
Get details on the partnership/integration.
LogRhythm launched a security analytics module.
The cybersecurity provider’s recently launched cloud-native Axon platform now includes deeper, more refined information for customers.
“If you think about how complex this cybersecurity world is, it’s crazy with all the tools. And if you can’t figure out what is real and what is noise, you’re never going to be able to do your job,” a LogRhythm executive told Channel Futures.
Edward Gately covered the announcement as part of The Gately Report.
LogRhythm launched a security analytics module.
The cybersecurity provider’s recently launched cloud-native Axon platform now includes deeper, more refined information for customers.
“If you think about how complex this cybersecurity world is, it’s crazy with all the tools. And if you can’t figure out what is real and what is noise, you’re never going to be able to do your job,” a LogRhythm executive told Channel Futures.
Edward Gately covered the announcement as part of The Gately Report.
ChatGPT, the AI chatbot that’s taking the world by storm, is finding its way into B2B technology portfolios, with major investor Microsoft making AI services generally available and a contact center provider announcing an integration.
At this point, almost all of us have tried the popular language model for fun. But for customer experience and contact center vendors that partners sell on a daily basis, ChatGPT is a reality. NICE InContact’s recent partnership with ChatGPT is just one of many collaborations the contact center space we’ll see in the upcoming year. And Microsoft, which deepened its stake in ChatGPT parent OpenAI last month, allowed all customers tap into Azure-based AI tools.
AI was a big theme in general last month, with a handful of providers launching new features, such as self-service capabilities and conversational AI. That includes Zoom and Verizon.
Channel Futures’ monthly roundup of new products and services available to the channel includes other technologies. Datto, for example, rolled out a new series of switches and a remote access solution. And, of course, a cybersecurity provider updated its portfolio.
Go through the 13 images above to learn about new offerings channel partners can sell and utilize.
Or check out the previous new services wrap.
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