Welcome to this week’s No Jitter Roll, our regular roundup of product news in the communication and collaboration spaces. Leading off this week, we highlight: Zoho’s expansion of its Zia platform with Zia agents; Genpact’s Service-as-Agentic-Solutions; Neat’s launch of Neat Select; Jabra’s Android-powered video bar; and Talkdesk’s fresh FedRAMP Agency Authority to Operate (ATO) certification.

We also cover partnerships and acquisitions, such as Five9’s partnerships with CallTower and Intradiem, and Smarsh’s acquisition of CallCabinet.

Lastly, we cover Trustpair’s survey on cyber fraud in 2024.

Products

Zoho Announces Zia Agents

Zoho Corporation has announced its expansion on Zia, its AI platform. This expansion will bring Zia Agent to the platform over the coming months, including Account Manager Agent, SDR Agent, Customer Support Agent, IT Help Desk Agent, and more. Zia Agent Studio and Agent Marketplace have also been launched.

Zia Agent Studio is a no-to-low code autonomous agent builder that allows users to use tools, data, and language models to personalize agents that can be deployed to any Zoho application. Users can also access Agents created in Zia Agent Studio through Agent Marketplace.

Source: Zoho

Genpact Announces Service-as-Agentic-Solutions

The technology services and solutions provider has announced its agentic solution, Service-as-Agentic-Solutions. This solution can:

"The rapid evolution of intelligence is reshaping the future of work. Businesses are looking to effectively embed AI at scale," said Balkrishan "BK" Kalra, President and Chief Executive Officer, Genpact. "The key unlock is mass personalization and precision supported by strong governance of autonomous agent-led delivery.”

Neat Launches Neat Select

The video technology company has announced that Neat Bar and Neat Bar 2 are now available through its BYOD (Bring Your Own Device) solution, Neat Select. Neat Select allows customers to use the video collaboration platform or application they choose.

Source: Neat

Jabra Announces Android-Powered Video Bar

Jabra has announced the launch of PanaCast 40 VBS, an Android-powered video bar for small meeting rooms. PanaCast 40 VBS has features such as:

Holger Reisinger, SVP Enterprise Video Business Unit at Jabrasaid: “…Small rooms, phone booths and huddle spaces are a cornerstone of this evolution, yet they’ve often been overlooked by traditional video solutions. With the PanaCast 40 VBS, we’re addressing this gap by delivering a flexible, intuitive, and future-proof Android solution that empowers teams to collaborate seamlessly, regardless of room size or platform preference.”

Source: Jabra

Talkdesk Achieves FedRAMP Agency Authority for CX Cloud Platforms

Talkdesk has announced that it achieved FedRAMP Agency Authority to Operate (ATO) for Talkdesk CX Cloud Government Edition. Talkdesk CX Cloud Government Edition is a cloud-native contact center for government institutions.

With these new authorizations and our Talkdesk CX Cloud Government Edition, Talkdesk delivers on both needs, offering a modern yet secure cloud-based customer experience platform purpose-built for the specific requirements of U.S. government entities,” said Tiago Paiva, chief executive officer and founder of Talkdesk.

Partnerships

Five9 Announces New Partnerships

Five9 announced two new partnerships this week. The first is with UC, contact center, and collaboration solutions provider CallTower. The new team-up will allow for the integration of CallTower’s Operator Connect for Microsoft Teams solution with Five9’s contact center platform. Users will have access to bi-directional presence capabilities, real-time collaboration, and unified reporting.

William Rubio, CallTower Chief Revenue Officer, said: "The synergy between CallTower and Five9 creates an opportunity for businesses to simplify their communications stack. This partnership positions us to drive innovation while meeting the evolving needs of enterprises globally combining Microsoft Teams Operator Connect with Five9’s robust CX platform." 

Five9 has also partnered with Intradiem for real-time contact center automation by allowing the CX platform provider to resell Intradiem’s contact center automation. Intradiem’s contact center automation gives real-time data insights to improve agent and customer experiences.

“By combining Five9's cloud-native CX platform with Intradiem's real-time automation technology, we’re providing contact centers with a powerful solution to optimize operations, enhance agent engagement, and deliver exceptional customer experiences,” said Amanda Miller, Director of ISV Partnerships at Five9.

Smarsh Acquires CallCabinet

The communications data and intelligence provider has announced its acquisition of CallCabinet. CallCabinet is a cloud-native compliance call recording and analytics technology provider. The acquisition will provide Smarsh customers with compliant audio recording, AI-powered voice analytics, and an end-to-end digital communications and intelligence platform.

“This acquisition enables Smarsh to accelerate our mission to deliver the most advanced and comprehensive AI-powered communications compliance platform in the market today,” said Kim Crawford Goodman, CEO of Smarsh. 

Source: Smarsh & CallCabinet

Reports

Trustpair Reports on Cyber Fraud in 2024

Trustpair has released its Fraud in the Cyber Era: 2025 Fraud Trends and Insights report. This report covers the biggest fraud risks and challenges for enterprises. It finds that 63% of fraud approaches were BEC and imposter email scams in 2024 and that 60% of companies surveyed had a financial impact of over $5M due to cyber fraud. 69% of respondents reported that their company was targeted by vendor fraud in 2024 and 63% said they were targeted by wire transfer fraud.

This week on No Jitter

Enterprise Connect 2025

We’re excited to announce that registration is now open for Enterprise Connect, March 17-20, 2025, in Orlando, Florida! Next year’s event will be better than ever, featuring an enhanced Monday program with an inspiring Luminary Keynote, coupled with industry keynotes; New Strategic Impact Summits; and more enterprise-led sessions. This is your best opportunity in 2025 for learning, peer-to-peer networking, and product sourcing. Don’t miss it!

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