No Jitter Roll: Contact Center News from GoTo, Broadvoice and Sabio Group
Welcome to our No Jitter Roll newsletter!
No Jitter Roll is a weekly roundup that will cover the latest developments in enterprise communications and collaboration. In this issue, we bring you news on:
Products
Deals
Reports
Products
GoTo Launches Generative AI-Powered Quality Management Solution
The cloud communications and IT solutions provider introduced AI Quality Management, a workforce engagement management (WEM) offering for?GoTo Connect Contact Center.?AI Quality Management can automatically evaluate all inbound queue calls to provide actionable insights for human agents and managers.
“Traditionally, contact center managers manually review small samples of calls to assess the quality of customer interactions – a time-consuming process that often lacks actionable insights to improve the customer experience,” says Damon Covey, General Manager, UCC at GoTo. “This approach also results in missed opportunities for agent coaching and performance improvement. With AI Quality Management for GoTo Connect Contact Center, businesses can leverage generative AI to transform [that] task into an automated process.”
Broadvoice Launches Post-Call AI
The customer experience technology provider launched Post-Call AI, for its GoContact CCaaS platform. This new feature provides AI-backed and automated sentiment analysis, detailed summaries and data-rich transcripts for every call. This can help minimize manual workloads for QA teams, auditors and managers, and helps these individuals assess agent performance based on call outcomes to create consistent, fair evaluations and guide training and development.
Sabio Group Launches Offering for Managing Agent Leave Requests
The digital customer experience transformation solution provider launched a new solution, the “time off balance app” that embeds within the Genesys Cloud Workforce Engagement Management (WEM) environment. The new solution includes:
The solution is directly available from Sabio and through the Genesys AppFoundry.
Neuron7 Launches AI-powered Turn-by-turn Resolution Steps
The AI-powered service resolution intelligence provider launched its newest solution, Resolution Pathways which transforms static knowledge contained in manuals, knowledge bases, tables, technician notes and videos into interactive, visual step-by-step resolution guides. These ‘pathways’ are generated automatically from documentation and then integrated into workflows that guide customers/technicians through each step of the resolution process. Resolution Pathways can be integrated into platforms like Salesforce (including the Neuron7 application for Agentforce), ServiceNow and Microsoft.
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Pega Launches Customer Engagement Blueprint
The provider of enterprise AI decisioning and workflow automation solutions announced Pega Customer Engagement Blueprint, a product that allows customers to map, simulate, and visualize their customer engagement strategies in real time and socialize with other stakeholders within in the company. It also allows users to see engagement messages change in real time based on the parameters they set, input organizational data to customize its outputs to the corporation’s brand and it integrates with Pega Customer Decision Hub which enables companies plan, build, test, and deploy their next-best-action strategies.
Panopto Integration to Include Microsoft 365 Copilot
The AI-powered video solutions company now includes support for Microsoft 365 Copilot. The expanded integration essentially enables Panopto videos and their metadata to become enriched data sources within the Microsoft 365 ecosystem. As a result, Microsoft 365 Copilot users to open their organization’s entire video library, perform keyword searches to find specific content and view Panopto videos without leaving the Microsoft 365 environment (e.g., Microsoft Teams, Outlook, OneNote, Word, and PowerPoint).
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Deals
Zendesk Announces Intent to Acquire Local Measure
On February 24, 2025, Zendesk announced its intent to acquire Local Measure, an Australia-based independent software vendor (ISV). This purchase will facilitate Zendesk’s push into large enterprises and bolster Zendesk’s voice capabilities.
Reports
93% of Daily AI Users Barely Using its Capabilities
According to the Betterworks 2025 State of Performance Enablement report, despite recognizing AI’s benefits around boosting productivity, quality, and creativity, 93% of daily AI users say they’ve barely scratched the surface of its capabilities. The survey also found that C-suite and other senior leaders are twice as likely as managers and 3.5x more likely than individual contributors to be AI power users. Lastly, 78% of AI power users are actively seeking new opportunities outside their current company while 65% of AI-resistant employees plan to stay. Betterworks’s research is based on insights from 2,109 employees and leaders in the US and UK.
See video here.
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Enterprise Employees Entering High-Risk Info into Publicly Available Gen AI Assistants
According to a survey by TELUS Digital Experience, 68% of enterprise employees who use Gen AI at work say they access publicly available GenAI assistants such as ChatGPT, Microsoft Copilot or Google Gemini through personal accounts, and 57% admitted to entering sensitive information into them. This happens despite 29% of employees acknowledging their companies have policies in place that prohibit them from inputting company, client or other sensitive information into GenAI assistants.
The type of information entered includes personal data (31%), project or product details (29%), customer information (21%) and/or confidential company financial information (11%). The widespread use of public GenAI tools is fueling the rise of “shadow AI”, which obscures enterprise risks from IT and security managers. (No Jitter covered the risk associated with using these tools here and here.)
TELUS Digital’s AI at work survey findings are based on a Pollfish survey that was conducted in January 2025 and included responses from 1,000 adults aged 18+ who live in the United States, work at a company with 5,000 or more employees and indicated they had used an AI assistant like ChatGPT, Microsoft Copilot, Google Gemini or a similar/equivalent internal company chatbot at work.
AI Investment Increasing, But Only 21% Operationalize It
Ninety-four percent of organizations are increasing spending on products and services supporting data readiness for AI, yet only 21% have fully embedded AI into their operations. Additionally, 64% of organizations collect data from 100 to 499 sources daily. This “sprawl of data sources ramps the need to streamline and optimize data ingestion and analysis as organizations grow.”
These findings are from the Data Readiness for Impactful Generative AI, a new study published by Qlik and analyst firm Enterprise Strategy Group (ESG).
Poor data governance for AI initiatives were the top two causes for data breaches and delays in AI project deployment, as the following graphic illustrates. According to Stephen Catanzano, Senior Analyst at ESG, “Organizations in every industry are moving quickly to scale AI but without proper safeguards, they risk regulatory, financial, and reputational consequences. While they recognize the importance of data quality, most still lack the governance needed to ensure AI models are secure and unbiased. This execution gap is why so many AI projects stall or fail to deliver tangible ROI.”
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This Week on No Jitter
In case you missed them, here are some of our top stories:
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