New Products, Services for the Channel: Contact Center LLMs, Dell, Telarus, More
The contact center providers are working to keep up with each other and differentiate with domain-specific large language models.
![LLMs among new products LLMs among new products](https://eu-images.contentstack.com/v3/assets/blt10e444bce2d36aa8/blt3c937d6d8cd5830d/6537c7d2c1998df1601a48f9/New-Button.jpg?width=700&auto=webp&quality=80&disable=upscale)
Aquir/Shutterstock
A new offering from Dell Technologies assists partners and customers with edge solutions.
Dell NativeEdge helps businesses deploy and manage edge infrastructure and applications. The NativeEdge application catalog contains software from different ISVs that are certified as Dell Edge partners.
Christine Horton wrote about NativeEdge.
RingCentral rolled out an integrated cloud communications offering.
RingCX brings together unified communications and contact center. The vendor added that generative AI features make it a “complete native omnichannel experience.”
In addition, RingCentral expanded its RingSense AI platform.
Channel Futures reported on the news as part of a larger RingCentral personnel change.
VMware teamed up with Nvidia for an enterprise-focused private generative AI offering.
Private AI Foundation with Nvidia uses VMware Cloud Foundation and Nvidia generative AI software and computing.
The offering will go live in early 2024, the companies said.
Edward Gately had the scoop as part of his coverage of VMware Explore.
GoTo upgraded its contact center offering with sentiment analysis.
The UCC vendor had already made ChatGPT integrations with its UCaaS and remote access offerings. But now the vendor said it has added AI to its CCaaS offering.
Sentiment analysis will rate customers’ attitudes following a call with an agent.
Moshe Beauford asked a UCC analyst how this update stacks up to the competition.
IBM is using AI accelerate the translation of COBOL apps into Java.
A new code assistant helps developers transform applications that run on COBOL, an acronym for “Common Business-Oriented Language.” According to IBM execs, the tool helps developers get applications to market faster while needing less technical skill.
Get details on IBM watsonx Code Assistant for X.
Cisco will soon preview its Secure Access capability.
The feature will secure employees that use a device or application. It does not matter from where the employee resides, as well as the residence of that application/device.
Such an update would join thes extended detection and response (XDR) solution Cisco announced in the spring.
Cisco’s vice president of product management for threat detection and response conducted an interview with Channel Futures.
Critical Start offered a new suite of services and technology to help security leaders sort through risk recommendations.
The new Vulnerability Pioritization offering provides vulnerability scanning and platform-based analysis.
The company also unveiled a Managed Cyber Risk Reduction (MCRR) service.
Edward Gately mentioned Critical Start in his Black Hat coverage. That gallery also includes news from Tenable.
Telarus expanded its guided sales tool.
SolutionVue now includes an assessment portal for contact center. Building on modules for cybersecurity and cloud infrastructure, Telarus is helping technology advisors (agents) run discovery of their clients’ contact center posture. The goal is to help partners tackle technologies that they or their sales people are not fully comfortable selling on their own.
Read Channel Futures’ coverage of the tool expansion.
UJET‘s contact center solution now integrates with ServiceNow.
Contact Center AI (CCAI), which runs on Google Cloud, now natively taps into ServiceNow’s customer service management capabilities.
Executives touted encrypted, real-time data exchange that will occur between the CCAI platform and ServiceNow, and allow for businesses to store customer data and information in Service Now with automated record updates.
Read more about UJET’s integration.
Nutanix launched a product for businesses that starting to leverage generative AI.
Nutanix GPT-in-a-Box combines different offerings from the vendor (its cloud infrastructure platform, storage solutions and hypervisor/kubernetes offerings) and Nvidia (GPU acceleration). Executives said companies of all sizes can take advantage of the solution.
Learn more about what Nutanix is doing with generative AI.
Dialpad‘s new large language model (LLM) helps businesses use generative artificial intelligence on their own data.
DialpadGPT is a domain-specific offering, drawing insights from a company’s conversational and messaging data. Data from customer service, sales, recruiting and employee collaboration will go into the pool.
DialpadGPT joins Dialpad capabilities like real-time speech recognition and natural language processing.
Get details on the LLM.
Sippio launched Direct Connect, hailing it as an opportunity for partners to take advantage of Microsoft Teams Phone growth.
Direct Connect basically allows for Direct Routing from the user interface of Teams Phone. Rather than buying a voice solutions, businesses will “switch on” the voice option through Direct Connect, a Sippio executive said.
Moshe Beauford chatted with Sippio’s director of program management.
Ascent Business Partners is giving partners in the tech services distributor (TSD) space an opportunity to sell AI solutions for the contact center.
Ascent has assembled a portfolio of vendors whose AI technologies augment contact center environments. It has partnered with TSDs Avant and Telarus, tackling vendor onboarding on behalf of them.
The technologies include accent-masking and agent training.
Read our article about Ascent.
New software from PartnerTap reportedly better connects vendor sales reps and channel partners more closely in the sales motion.
Channel managers use the co-sell automation tool to introduce reps to account-mapped partners. PartnerTap executives said they hope the tool will help suppliers scale out their co-selling activity.
Read more about PartnerTap, as well as some recent trends in co-selling.
New software from PartnerTap reportedly better connects vendor sales reps and channel partners more closely in the sales motion.
Channel managers use the co-sell automation tool to introduce reps to account-mapped partners. PartnerTap executives said they hope the tool will help suppliers scale out their co-selling activity.
Read more about PartnerTap, as well as some recent trends in co-selling.
Large language models (LLMs) are proliferating in contact center environments.
Cloud communications providers say they are layering generative AI capabilities into their contact center software to give their agents better insights on data. In the case of Dialpad, that means a domain-specific ChatGPT integration that pulls data from a business’ internal communications.
RingCentral and GoTo also shared updates on generative AI capabilities in their contact center portfolios.
LLMs Beyond the Contact Center
And LLMs don’t just apply to the contact center. Nutanix announced GPT-in-a-Box, which it designed to help companies and their developers build these generative AI systems. And SD-WAN/SASE provider Versa Networks updated its AI and machine learning to better identify security threats.
Other stories from the past month include a new option for Teams direct routing, an upcoming announcement from Cisco on cybersecurity, and a new sales module from Telarus.
Read 14 stories about channel-impacting products and services that recently hit the market, in the slides above.
Then, if you missed it, see our previous recap of new products and services.
Want to contact the author directly about this story? Have ideas for a follow-up article? Email James Anderson or connect with him on LinkedIn. |
About the Author(s)
You May Also Like