Welcome to this week’s No Jitter Roll, our regular roundup of product news in the enterprise communication and collaboration spaces. Leading off this week, we highlight: GoTo's new AI features for LogMeIn Resolve. In Deals, we cover the RingCentral and BT launch of CloudWork RingCX; a partnership between Genesys and Mitel; CallCabinet's integration into 8x8's platform; a partnership between CallTower and Corsica Technologies and Menlo Security's acquisition of Votiro. Lastly, in Avaya news we note Avaya's forthcoming change to its agent seat monthly commitment. In Reports, we note a Pegasystems's survey about customer service getting worse and an EY study that notes an uptick in GenAI investments.

Products

GoTo Introduces AI-Powered Features for LogMeIn Resolve

The provider of cloud communications and IT solutions announced three new AI-powered features for its endpoint management solution, LogMeIn Resolve: Virtual Technician, Command Center, and Dynamic Insights. Each of the tools helps IT pros triage user inquiries, with Virtual Technician using natural language prompts to generate guided, step-by-step workflows. It also learns from prior support operations to automatically turn reactive responses into proactive automations.

GoTo

Deals

RingCentral and BT Launch Cloud Work RingCX

RingCentral and BT unveiled Cloud Work RingCX, a private label version of RingCentral’s cloud-based contact center platform that integrates with BT Cloud Work, BT's unified communications service for business customers. With a planned rollout to small and medium business customers later this year, Cloud Work RingCX will also become BT’s lead Cloud Contact Center offering for this segment.

Note: RingCentral also launched an AI Receptionist; check out Zeus Kerravala’s article.

Genesys and Mitel Join Forces

Genesys and Mitel announced a new global strategic relationship. Mitel will market the Genesys Cloud platform to large enterprises as part of its managed services offering, with initial availability in the United States, Germany, the United Kingdom, France, Italy and Latin America.

CallCabinet Partners with 8x8 for Integrated Compliance Recording

The UCaaS, CCaaS and CPaaS provider 8x8 has integrated CallCabinet’s compliance call recording with the 8x8 Platform for CX, which includes 8x8 Work and 8x8 Contact Center. Also, CallCabinet is Microsoft-certified for compliance call recording with the 8x8 for Microsoft Teams portfolio of integrated solutions.

CallTower and Corsica Technologies Partner

CallTower provides Microsoft Teams, Zoom, and Webex voice solutions; Corsica is a managed services and cybersecurity provider. With this partnership, Corsica will integrate CallTower’s communication solutions into its managed service portfolio.

Menlo Security Acquires Votiro

The provider of secure enterprise browsers announced the acquisition of Votiro, a data and file security platform providing content disarm and reconstruction (CDR) and data loss prevention (DLP). Data resides in numerous locations including software as a service (SaaS) applications and multiple cloud storage solutions, while being spread across multiple cloud service providers and private clouds. By expanding the Menlo Security browser security solution suite with Votiro’s platform, Menlo Security provides a comprehensive workspace security solution that adapts to how workers access their data.

Avaya To Require 200 Agent Seat Minimum

Per this Avaya partner update, effective June 30, 2025, Avaya will have a 200-seat Monthly Minimum Agent Commit (Concurrent Agent or Named Agent) for AXP cloud service for any subscription term – Essentials Digital, Essentials Voice, Advanced, or any combination of these. Customers below that threshold must either meet the minimum requirement or terminate their subscription in writing before that date. 

Reports

Pegasystems: Customer Service Has Gotten Worse

A Pegasystems survey of 4,000 North American and UK customers found that 56% of respondents said that it is more difficult to interact with businesses today versus 10 years ago. Sixty-three percent of respondents rated customer service wait times as their top experience pain point. When they have a bad experience with a company, 48% of respondents warn their friends and family and 37% move to another company.

A significant percentage of customers are also unhappy with what it takes to get connected to an agent who can help them:

The research was conducted by Pegasystems, The Enterprise Transformation Company, and YouGov.

EY Study: Global Enterprises Increase Investment in Gen AI

According to EY Global’s Reimagining Industry Futures Study 2025, 47% of businesses invested in generative artificial intelligence (GenAI), which is up slightly from 43% in the prior year’s survey. The study found, as well, that organizations where the CEO is a key decision-maker are further along the investment curve. Fifty-one percent of responding businesses with CEOs involved in new technology decisions are investing in GenAI, compared with 44% of organizations where the CEO is less involved.

EY’s study is based on an online survey of 1,635 enterprises from 26 countries and eight industry sectors which was conducted in November 2024. The full study can be found here.

This Week on No Jitter

In case you missed them, here are some of our top stories:

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