Welcome to this week’s No Jitter Roll, our regular roundup of product news in the enterprise communication technology space. This week: CommunityWFM launches new AI automated forecasting solution for contact centers; Cresta expands two of its solutions for email-based customer support; NiCE and Salesforce deepen their partnership for end-to-end customer service; Momentum launches AI video agent; Sendbird and AWS begin a 3-year collaboration for agentic AI adoption; and Brivo and Envoy partner for visitor management solutions.
Contact center workforce management solution provider CommunityWFM has announced its AI-driven automated forecasting solution. The solution looks at historical data in call volume and handling time and analyzes it to create recurring and optimized forecasts. It asl generates staffing requirements based on this analysis. CommunityWFM plans to continue expanding this forecasting technology with add-ons in the future.
Cresta Expands Agent Assist and Conversation Intelligence
Cresta is expanding its Agent Assist and Conversation Intelligence solutions, bringing voice and chat to email-based customer support. Users will have access to AI-powered knowledge-surfacing, policy compliance verification and suggested replies. They will also have access to voice-of-the-customer and agent performance insights with tagging and summarization for all email conversations.
Momentum Launches AI Video Agent for Sales and Customer Calls
AI revenue orchestration provider, Momentum, has launched SmartClips and Account Briefs. SmartClips is an AI-powered tool providing short, shareable insights into sales and customer conversations. This tool can account for objections and decision points in calls and provide feedback through customizable prompts. It is compatible with Slack, Microsoft Teams, and Momentum’s platform, and can be integrated with Salesforce and Snowflake. Account Briefs shows account activity, health, and stakeholder engagement, compiling customer interaction across call, email, and Salesforce platforms.
NiCE and Salesforce Deepen End-To-End Customer Service Partnership
NiCE and Salesforce have announced a deeper integration between NiCE CXone Mpower and Salesforce Service Cloud. NiCE will also be joining the Salesforce Zero Copy Partner Network to unify contact center interaction insights with CRM data, allowing customers to share data between NiCE CXone Mpower and Salesforce Data Cloud.
“This renewed partnership with Salesforce marks more than just deeper integration, it signals a vision for the future of customer service,” said Barry Cooper, President, CX Division, NiCE. “Together, we will collaborate to help businesses move from disconnected touchpoints to intelligently orchestrated experiences that span the entire customer journey. As our partnership grows, so does our commitment to helping our mutual customers lead the way in AI-powered service.”
Other NiCE Partnership Deals: RingCentral & NiCE Continue to Complement One Another’s Businesses.
Sendbird and AWS Collaborate for Agentic AI Adoption
AI communications platform Sendbird has announced a three-year collaboration with AWS. The collaboration will expand Sendbird’s AI agent capabilities and focus on joint go-to-market efforts and integrations with Amazon Nova and Amazon Bedrock. Sendbird’s AI agent is available in AWS Marketplace’s new AI Agents and Tools category.
“The future of customer experience is agentic, where AI does not just assist but proactively acts,” said John S. Kim, Co-Founder and CEO of Sendbird. “At Sendbird, we’re proud to collaborate with AWS to help businesses realize that future. By combining our trusted communications platform with generative AI, we’re enabling brands to deliver smarter, faster and more personalized customer support at scale.”
Brivo Partners with Envoy for Visitor Management
Brivo, a cloud-native unified physical security provider, has announced a partnership with Envoy, a modern workplace solutions provider. The partnership will bring Envoy’s workplace platform into Brivo Security Suite. Brivo Visitor Management, powered by Envoy, will merge workplace experience with physical security to create a secure sign-in process and automate approvals, notifications, and compliance tracking. Visitor management will be integrated with access control, video intelligence and intrusion detection.