No Jitter Roll: Noting Some Key Product Themes at Enterprise Connect 2025No Jitter Roll: Noting Some Key Product Themes at Enterprise Connect 2025
Our post-show roundup highlights a few themes: the prevalence of ‘virtual agents,’ voice’s importance, using AI to score all calls and making AI available to everyone.
March 27, 2025
Editor’s Note: When Dave Michels told me about his escalator keynote interview series at Enterprise Connect 2025, we were intrigued by how he’d conduct the interviews with such a strict format. It is No Jitter’s tremendous pleasure to be able to feature the results courtesy of Michels and Talking Pointz. After these interviews, our post-Enterprise Connect 2025 edition of No Jitter Roll.
– Lisa Schmeiser
Two things I love about Enterprise Connect are the keynotes and the attendees. The keynotes provide interesting perspectives on the state of the art and the future. This year, there were six vendor keynotes, each 30 minutes long. I always watch them a few times after the event to get the most value (available now in the EC25 app).
I also love that Enterprise Connect attracts such a diverse range of industry professionals, each with unique opinions. This year's impromptu conversations largely focused on the upcoming venue change, AI, and the future of customer experiences. These chance encounters are always unavoidable, remarkable, entertaining, and educational.
Everyone is always in a rush, so it’s important to provide succinct responses. Sometimes, these are called elevator pitches, but that’s a low bar at the Gaylord. I could have delivered a 30-minute keynote in some of those elevator rides. The convention center escalators will keep you on your toes. Those things don’t stop, and they aren’t very long.
Keynotes and serendipitous conversations came together at the Convention Center escalators. I managed to run into every vendor keynote speaker at EC25, and that was great because I had questions (and a camera). Each presenter was able to respond succinctly in the time it takes between floors. At first, I referred to these as escalator pitches, but “escalator keynotes” provide a better description.
Here are six escalator keynotes from #EC25.
– Dave Michels
And now – welcome to the post-Enterprise Connect 2025 edition of No Jitter Roll, which highlights some of the news out of the show. Several themes were prevalent at Enterprise Connect and in these announcements:
Virtual Agents: These are AI-powered receptionists that are capable of natural/conversational language (in voice and text alike) and are further empowered (given ‘agency’) to take action on a customer’s behalf – change an appointment, return a product, etc. Zoom, Talkdesk and Webex all launched their own versions of AI-powered virtual agents at the show, while RingCentral’s product (AIR) featured prominently during its keynote.
Voice remains important: As exemplified by Microsoft’s Teams Phone extensibility and AudioCodes implementation of that capability, as well as by the increasingly prevalent ability of ‘virtual agents’ to converse more naturally.
Using AI to ‘score’ every interaction: Zoom and RingCentral announced new features that allow contact centers to analyze every customer interaction and then score it. Before AI made this possible, only 2 to 3% of interactions were reviewed. The ability to score every call could help organizations respond more quickly to changing customer sentiment and provide more nuanced training to their human (and potentially AI) agents. (Note that this ‘score every call’ capability had been previously announced by other vendors.)
AI for Everyone: Those vendors providing AI assistant capabilities in their platforms at no additional charge (to those customers already on a paid plan) emphasized that AI features should be available to all. Zoom reinforced this message by expanding the types of assistance available and adding ‘agentic’ capabilities. (However, Zoom also added a price per user per month option to customize its AI Companion via small language models.) Other vendors, such as Unified Office, worked to make AI more available by making the tools used to incorporate AI features easier to use.
The following items comprise most of the announcements at the show. No Jitter covered still other noteworthy events – keynotes, sessions, etc. – via on-site coverage. Those items are linked at the bottom of this article.
Zoom Debuts Host of Agentic AI Capabilities across Products
Zoom launched more than 45 product and/or feature announcements across its portfolio, some of which include AI enhancements for Zoom Meetings, Zoom Phone, Zoom Team Chat, Zoom Docs, and Zoom Contact Center. Much of this news centered on incorporating “agentic AI” capabilities into the Zoom AI Companion, such that the AI Companion can leverage agentic capabilities – e.g., reasoning, memory, action-taking and orchestration – to not only aid users but complete multi-step tasks on their behalf.
Zoom also announced additional AI capabilities including:
Integration with third-party agents such as ServiceNow AI Agents and create their own custom agents with specific skill sets to address unique needs.
A Custom AI Companion add-on will allow organizations to customize AI Companion with AI Studio. This add-on incorporates Small Language Models (SLMs) trained with multilingual data and are optimized for specific tasks to perform complex actions, as well as facilitate multi-agent collaboration. The Custom AI Companion add-on is expected to be available for purchase in April for $12 per user per month.
Zoom Contact Center also received new features, including the Zoom Virtual Agent which will be available for voice and chat channels and be able to handle complex queries, and execute tasks on behalf of customers; these features are planned for qualified customer beta later in Spring 2025.
Zoom will also introduce AI-intent routing, expected to launch at the end of March, which will route customers to the best-suited agent based on real-time intent detection. In May, Zoom will launch Advanced Quality Management to its contact center portfolio. This feature will use AI to automatically score up to 100% of customer interactions (via Auto Quality Management) and enable supervisors to directly query transcripts (via Ask Quality Management).
Finally, Zoom will launch Zoom Workplace for Frontline workers in April and Workplace for Clinicians at the end of March. The former is a mobile solution intended for frontline workers while the latter will help healthcare practitioners generate clinical notes in the office or a virtual Zoom telehealth appointment.
Source: Zoom
Talkdesk AI Agents for Voice
The AI-powered customer experience (CX) technology solutions provider launched Talkdesk AI Agents for voice which is “AI agent” that communicates via voice with customers. With this new capability, customers can design a virtual agent with a prompt, such as “You will help customers reschedule a flight. Always be nice, courteous, and compliant. Respond in the same language. Access account information. Escalate to a live agent if the customer mentions a medical emergency or bereavement fare.”
The virtual agent is set up by RingCentral customers to have specific access to tools to integrate with other systems (i.e., CRM, EHR, etc.), and can then dynamically determine the best action, retrieves relevant data, adapts to real-time consumer needs, and converses in 59 languages without translation.
Talkdesk AI Agents for voice joins the Talkdesk Ascend AI portfolio.
Genesys Launches AI for Supervisors
The AI-powered contact center, CCaaS and CX solutions provider launched several AI capabilities targeted at contact center supervisors.
Supervisor Copilot provides prescriptive support for quality assurance, compliance and coaching by summarizing interactions agents have with customers. Using large language models, Virtual Supervisor enables managers to automatically populate evaluation templates from an agent-customer interaction. Managers can configure the level of automation and oversight, including the criteria assessed and whether to accept its recommendations. Note that these capabilities are available in more than 70 languages, as well, so via AI translation, supervisors could support a multi-lingual agent base.
Genesys Cloud AI for supervisors has a flexible AI token pricing model that enables organizations to scale and adapt usage.
Source: Genesys
Teams Phone for Dynamics 365 Contact Center and ISVs
Beginning in April 2025, customers with Teams Phone and Dynamics 365 Contact Center will be able to leverage Teams Phone as a single, integrated solution to power calling across their unified communications as a service (UCaaS) and contact center as a service (CCaaS) solutions. Teams Phone extensibility is also supported by ISV solutions that leverage Azure Communication Services for this integration, including Anywhere365, AudioCodes, ComputerTalk, Enghouse, IP Dynamics, Landis, and Luware.
Source: Microsoft
AudioCodes announces Microsoft Teams Phone extensibility
The provider of communication solutions for CX and the digital workplace announced that its Voca Conversational Interaction Center (Voca CIC), a Teams-certified CCaaS platform, can now be integrated with Microsoft Teams Phone. This means that Voca CIC customers can now access the ensuring 99.999% telephony uptime provided by Teams Phone.
Mitel Announces General Availability of Mitel CX
The business communications solutions provider announced the upcoming general availability of its AI-powered Mitel CX. First announced in November 2024, Mitel CX enables a host of new capabilities, including customizable workflow automation, Gen AI-powered virtual agents, agent assist via Real-time prompts, suggested responses and intelligence-based coaching, support for seamless transitions across various channels (e.g., voice, chat, video, and social), AI-enhanced analytics and pre-built integrations with industry and business apps as well as open APIs. Mitel CX will be available to all customers at the beginning of April.
RingCentral Announced AI-powered Analytics for RingCX
The AI-powered business communications and contact center solutions provider announced AI Interaction Analytics, an add-on capability for RingCX customers. It analyzes 100% of customer interactions and infers CSAT scores based on context and sentiment analysis and presents those metrics via a customizable dasard. The Interaction Analytics addon can be used in conjunction with RingCentral’s AI Quality Management, to provide coaching insights for agents and managers. AI Interaction Analytics will be available in beta in Q2’25, with general availability to follow.
NICE Launches CXone Mpower Orchestrator
The CX and contact center vendor launched CXone Mpower Orchestrator which enables the unification of all customer service operations from intent to fulfillment across human-assisted and self-service touchpoints, as well as the integration of third-party systems. Orchestrator also provides real-time visibility into key metrics, identifies opportunities to optimize process and simulates the impact possible changes might have before implementation. Orchestrator provides additional workflow personalization and forecasting of improvements to automation, processes and satisfaction. Orchestrator leverages NICE’s CX-specific AI models, trained with industry and brand-specific data.
Unified Office Debuts AI Development for SMBs
The communications technology company announced that it has opened up its AI platform so that its customers can build custom AI-powered communications services via a no-code/low-code, drag-and-drop interface. For customers wanting more “sophisticated services,” Unified Office is also making APIs available via a software development kit, as well as industry-specific, augmented small AI language models, tools, and scalable infrastructure.
Last Week at Enterprise Connect
In case you missed them, here are our top stories from Enterprise Connect 2025:
AI’s Usefulness Needs Better Human Habits: In Monday’s technical keynotes, speakers agreed that AI’s value and productivity in enterprise communications starts with mindful human work habits.
The AI Era Requires New Career Skills: Forget the classic STEM toolbox – according to pros at Enterprise Connect, these new areas of expertise will be in demand.
AWS’s Pasquale DeMaio on Amazon Connect: Gen AI and Agentic AI are tools companies can, and should, use to improve outcomes for customers—but they’re really just about providing what customers need.
Cisco’s Jay Patel on Webex and Agentic AI: Per the Cisco SVP, the key to AI agents is they are given agency to take action on behalf of customers – but they are still probabilistic.
Cisco Goes Big on AI: Cisco launched new products and updated existing solutions with AI capabilities to bolster CX and more.
Customer Service Decisions Driven by AI Platform Considerations: Genesys couldn’t join our contact center panel — but in a separate interview, it discussed how contact center buying criteria are shifting and the broadening of the contact center
Google Using AI to Change the Workplace: Google Cloud's Duncan Lennox covers how AI shapes customer experience, knowledge searches, creativity, collaboration, and coding and development.
3 AI Copilot Rules: In the Enterprise Connect session “Making the Most of Your AI Assistant,” panelists shared the best practices that have proven most productive.
How Fannie Mae Developed Its Own Way to Assess Copilot’s Value: Determining the value and benefits from their Microsoft Copilot deployment was no box of chocolates.
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No Jitter RollZoomTalkdeskGenesysNICEMicrosoftUnified OfficeRingCentralMitelAudioCodesAbout the Author
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