Enterprise Connect New Products: RingCentral, Zoom, Five9, Avaya, More
Avaya, NICE and Lenovo are among the other companies releasing hot new products and services this week at Enterprise Connect in Orlando.
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Contact-center-as-a-service giant Five9 introduced GenAI Studio, which the company says allows organizations to take "general purpose, off-the-shelf" generative AI models like OpenAI and customize them for the contact center.
Five9 says GenAI Studio helps companies offer more personalized customer and employee experiences by using contextually relevant customer interaction data; empowers them to take full control of their GenAI capabilities, ensuring that interactions align closely with a business' goals and values; and provides precise control and monitoring of GenAI outputs using their own trusted generative AI models.
Learn about the key capabilities in the Five9 announcement.
RingCentral, which now bills itself as a provider of AI-driven cloud business communications, contact center, video and hybrid event solutions, unveiled what it's calling "transformative" AI for RingEX. That's the new name for its flagship offering, previously known as RingCentral MVP.
New AI capabilities in RingEX include real-time call notes; conversation intelligence; AI writer and translator for messages; and generative AI search.
The offer infuses RingSense AI across the RingEX platform, which the company says empowers every employee in every organization with personalized and context-aware interactions that make conversations smarter and everyday work more efficient.
“AI brings a shift from unifying communication modes and functionality to merging employee and customer experiences, and it’s exciting,” said Vlad Shmunis, founder, chairman and CEO, RingCentral. “Building on our battle-tested, mission critical platform, we are delivering AI that is purpose-built for specific use cases to drive tangible value – from enhancing everyday productivity to driving interaction efficiencies. RingSense AI unlocks data-rich conversations across phone calls, messaging, video meetings, and contact center interactions to deliver actionable insights that inform more intelligent workflows.”
Get the full lowdown on the RingCentral news.
Avaya unleashed its new Avaya Communication and Collaboration Suite, packed with solutions that fit the public cloud, private cloud or on premises, whichever is the customer's deployment of choice.
“We’ve listened closely to their needs and have built our Avaya Communication and Collaboration Suite to provide our customers with the flexibility and agility they need to meet the ever-changing demands of their employees," said Alan Masarek, CEO at Avaya.
The Avaya Communication and Collaboration Suite also allows customers to get additional value from their solutions through integrations with leading collaboration platforms.
Read more about this new launch here.
Avaya further announced the expansion of its commitment to the Avaya Experience Platform, a single, unified platform that encompasses Avaya solutions for customer experience. You can learn more about that here.
NICE Enlighten XM (experience memory) is the latest advancement in the company's CX AI solution. It leverages large language models’ (LLMs) deep data memory to hyper-personalize customer journeys.
NICE Enlighten XM provides brands with the ability to understand, remember and dynamically adapt to each customer's unique needs and preferences.
Furthermore, NICE says Enlighten XM allows its CXone customers to deliver "seamless, context-rich interactions" that resume where previous interactions concluded, given its advanced capability to hyper-personalize the conversation in real-time. NICE says Enlighten XM also provides instant access to historical interaction insights for both self-service and employee-assisted interactions.
The company also said that NICE Enlighten just reached a milestone of augmenting and automating more than 100 million customer interactions per month.
Get the full scoop on Enlighten XM.
eGain, the AI knowledge platform for customer service, today announced the availability of its AssistGPT generative AI service for CCaaS.
AssistGPT, part of the eGain Knowledge Hub, is powered by generative AI. It's a zero-code tool that helps automate the knowledge management life cycle. An AI Console allows administrators to define controls and guardrails for the use of generative AI, manage prompts, and orchestrate GenAI with other AI technologies in the enterprise.
With pre-built connectors to CCaaS, AssistGPT for CCaaS is available in various big-name marketplaces, including Cisco, Amazon Connect, Avaya, Genesys, Five9 and Talkdesk, as part of the eGain Knowledge Hub.
“AssistGPT makes life easy for knowledge managers and authors, while unleashing operational value to the business,” said Ashu Roy, eGain CEO. “Early clients are seeing a 5x increase in speed of knowledge creation, curation and delivery.”
Zoom made a flurry of announcements in conjunction with Enterprise Connect, the most notable of which is the new Zoom Workplace, an AI-powered, open collaboration platform. Core to Workplace is the new AI Companion expansions to help "reimagine teamwork."
Zoom expects the new products and feature updates to provide its customers with the all-in-one AI-powered platform they need to power modern work. Zoom also announced customer experience enhancements to Zoom Contact Center, so businesses can strengthen customer relationships and leverage real-time AI-powered insights to improve live agent engagements.
Zoom believes Workplace will give customers new innovations they ca use to facilitate connections, improve productivity and optimize flexible work experiences.
“We have seen the positive impact that Zoom AI Companion has had on our business and our customers, transforming how we work by freeing up precious time for collaborative teamwork,” said Smita Hashim, chief product officer at Zoom. “Zoom Workplace with AI Companion will help solve real customer problems by bringing the core collaboration solutions into a single AI-powered platform to help improve productivity, efficiency, and the overall workday ..."
Get more details in the formal Zoom announcement from Enterprise Connect.
Lenovo said it has two new solutions to help businesses more easily upgrade their meeting spaces into managed videoconferencing spaces and Microsoft Teams Rooms. They are the Lenovo ThinkSmart Tiny Kit and the ThinkPad Universal USB-C Smart Dock -- ThinkSmart Edition.
The products, Lenovo said, enable users to drive smart collaboration while giving IT managers the benefits of managed meeting spaces.
“Customers are faced with a continuum of options as they look to deploy the right technologies to build and upgrade meeting spaces for today’s world of hybrid work and distributed teams,” said Shannon MacKay, general manager of Worldwide Smart Collaboration Business at Lenovo. “he ThinkSmart Tiny Kit and the ThinkSmart dock are entry-level solutions for transforming meeting spaces into better audio/video experiences while adding backend manageability for IT support.”
You can get the ThinkSmart Tiny Kit in the second half of 2024 starting at $949. Also available in the second half, the Universal USB-C Smart Dock -- ThinkSmart Edition, starts at $349.
CallMiner, which provides conversation intelligence to improve the customer experience, announced the availability of new and enhanced generative AI features. These include extending the rich AI capabilities that already are available in the company's platform.
CallMiner's new and enhanced platform features include AI Classifiers that use large language models to automatically label context present in customer interactions; Semantic Search, which enables organizations to automatically discover new insights within omnichannel customer interactions; and improvements to CallMiner GPT, which now makes it easier for users to ask questions related to platform use and functions.
There's more to know here.
Theta Lake, known for its digital communications governance (DCG) and compliance products, announced new integrations and capabilities at Enterprise Connect. The updates include enhancements to integrations with some of the biggest names in the industry.
Among them:
Audio communications coverage with compliance transcription in multiple languages extended to RingCentralCX.
Unified, certified compliance coverage for most products on the Zoom platform, with the ability to enable, configure and manage Theta Lake compliance functionality within the Zoom user interface.
Support or AWS or Azure deployment, including bring-your-own-encryption key and bring-your-own-storage options.
Read about the other updates in this new Theta Lake release here.
Theta Lake, known for its digital communications governance (DCG) and compliance products, announced new integrations and capabilities at Enterprise Connect. The updates include enhancements to integrations with some of the biggest names in the industry.
Among them:
Audio communications coverage with compliance transcription in multiple languages extended to RingCentralCX.
Unified, certified compliance coverage for most products on the Zoom platform, with the ability to enable, configure and manage Theta Lake compliance functionality within the Zoom user interface.
Support or AWS or Azure deployment, including bring-your-own-encryption key and bring-your-own-storage options.
Read about the other updates in this new Theta Lake release here.
ENTERPRISE CONNECT — You won't be shocked to learn that many of the hottest product and service announcements coming out of the first day of Enterprise Connect in Orlando revolve around artificial intelligence. (Informa Tech, Channel Futures' parent company, runs Enterprise Connect.)
Channel partners in attendance at the giant communications and collaboration showcase are getting a sneak peek at some of these new and enhanced products in the expo hall.
Among them are a new GenAI Studio from contact center giant Five9, RingCentral's new AI offer in its RingEX solution (which it just rebranded) and the new Zoom Workplace, an AI-powered, open collaboration platform.
Scroll through our slideshow above for insight into some of the most cutting-edge products and services making their debuts this week at Enterprise Connect.
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