No Jitter Roll: Five9, Calabrio, and RingCentral Make Announcements at CCW
Several companies have introduced new products in customer experience (CX) and agentic AI, offering practical tools for customer support teams. This update covers innovations from Five9, Calabrio, RingCentral, and Infobip, along with key partnerships that enhance conversation analytics and AI-driven CX solutions.
Five9 Launches Agentic CX Features
Five9 has released its AI Agents and AI Trust & Governance capabilities. These AI agents can automatically summarize voice and digital interactions, provide contextual answers using retrieval-augmented generation (RAG), detect intent with large language models (LLMs), and generate JavaScript functions. The Trust & Governance features add monitoring for threats, prompt performance, and hallucination detection.
This approach gives businesses fine control over AI agent autonomy, ensuring automation is both reliable and customizable. It also supports smooth handoff to human agents when needed, helping improve efficiency while maintaining quality.
Calabrio Introduces Performance Management Solution
Calabrio’s new Performance Management platform addresses issues with fragmented and slow data handling. It offers unified tools for measuring performance, coaching agents, and boosting productivity. The solution uses AI to reduce burnout by automating routine tasks and facilitates strategic coaching that supports ongoing learning and development.
RingCentral Adds Customer Journey Analytics
RingCentral’s Customer Journey Analytics provides comprehensive oversight of call interactions across unified communications as a service (UCaaS) and contact center as a service (CCaaS). This tool enables agents to transfer contacts seamlessly between Ring CX and RingEX platforms, improving workflow continuity.
According to Jim Dvorkin, SVP of Customer Experience Products at RingCentral, the analytics capture detailed voice conversation data combined with real-time AI enhancements, enabling better customer experience management.
Infobip Launches Conversational Experience Orchestration Platform
Infobip has introduced its Conversational Experience Orchestration Platform (CXOP), powered by Microsoft Azure Open AI Foundry Models. CXOP uses AI agents to manage customer interactions across WhatsApp, RCS, and web chat, moving beyond static workflows to deliver more natural and empathetic conversations at scale.
Ivan Ostojić, Chief Business Officer at Infobip, highlights that this platform supports building AI-first customer experiences that generate measurable business benefits.
Partnerships Enhancing AI and Analytics Capabilities
CallMiner and Microsoft Integrate for Advanced Conversation Analytics
CallMiner has integrated with Microsoft Dynamics 365 Contact Center to enhance conversation analytics. This partnership expands omnichannel capabilities by incorporating voice, digital channels, interactive voice response (IVR), and CRM-agnostic tools.
The integration helps customer service teams gain deeper insights into the voice of the customer (VoC), improve proactive issue resolution, and increase representative effectiveness.
Foundever and Cognigy Scale Agentic AI Deployments
Foundever is expanding its partnership with Cognigy to deploy multilingual, autonomous AI agents across voice and digital channels within customer experience environments. This collaboration aims to bring agentic AI into full-scale production, improving service delivery across multiple languages and regions.
Philipp Heltewig, CEO and Co-founder at Cognigy, notes that the partnership moves beyond simple automation to transform how enterprises engage customers.
What This Means for Customer Support Teams
These product releases and partnerships offer customer support professionals new tools to improve agent productivity, reduce burnout, and enhance customer interactions. AI agents that understand context and can be trusted to operate autonomously give teams more flexibility and control.
Analytics solutions that cover the full customer interaction lifecycle enable smarter coaching and quicker issue resolution. Integrations that unify communication channels simplify workflows and improve the quality of service delivery.
For those interested in improving their AI skills to leverage these technologies, exploring targeted AI courses can be valuable. Resources like Complete AI Training’s courses by job function can help customer support professionals get up to speed with relevant AI tools and techniques.
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