No Jitter Roll: Wildix Launches Embedded Agentic AI for UCaaS
This week’s update in enterprise communication technology covers key product launches, acquisitions, and insightful reports focused on customer experience and AI integration in contact centers.
Products
Wildix Launches Embedded Agentic AI for UCaaS
Wildix introduced an embedded agentic AI layer that automates interactions across voice, chat, SMS, WhatsApp, and web applications. This AI can understand language, access past chat records, and apply context to make decisions. Companies can customize workflows using a codeless AI studio, making it flexible across industries.
Notable features include support for 13 languages, sentiment-aware escalation, and compliance with GDPR through transcription engines that protect personal data. It integrates natively with platforms like Salesforce, HubSpot, WhatsApp, and Make.com, helping streamline customer communications.
Dimitri Osler, co-founder and CIO of Wildix, highlights the need for organizations to speed up service, cut costs, and improve responsiveness. This new AI layer addresses those needs directly.
Deals
TELUS Acquires Gerent
TELUS has acquired Gerent, a Salesforce-focused consultancy known for agentic AI solutions and enterprise integration products. Gerent's offerings are now part of TELUS’ portfolio, enhancing their expertise in improving customer experience through AI.
Tobias Dengel, President of TELUS Digital Solutions, said this move strengthens their ability to transform the CX agent experience and expand their Digital Solutions service line.
Creovai Joins 8x8’s SoldBy8
Creovai, which provides real-time agent guidance and conversation intelligence, has been promoted to the SoldBy8 tier within 8x8’s Technology Partner Ecosystem. This advancement means customers get faster agent support during live calls, automated task handling, AI-powered call reviews, and improved coaching tools.
Simon Black, COO of Creovai, explained that embedding their real-time guidance directly into the 8x8 platform helps agents handle customer expectations better while reducing complexity.
Reports
Five9’s 2025 Business Leaders Customer Experience Report
Five9 surveyed over 400 senior business decision-makers in the US, UK, and Canada about the future of CX. Key findings include:
- 81% of businesses have implemented AI in contact centers, with 78% saying it met or exceeded expectations
- 74% of customers still prefer voice channels for support
- 66% of customers prioritize accuracy over 24/7 availability
- 60% favor fast resolution over round-the-clock service
- 88% of companies have stepped up focus on agent experience, offering shift flexibility, expert access, and real-time AI support
- 52% of business leaders believe 24/7 self-service is essential, but only 33% of customers agree
- Wait time is a top frustration for 48% of decision-makers and 60% of customers
Cisco’s Report on the Future of Agentic AI
Cisco’s research titled “The Race to an Agentic Future” surveyed nearly 8,000 global business and technical leaders on agentic AI’s role in customer experience. The findings reveal strong confidence in AI-driven CX improvements:
- 88% believe agentic AI will help organizations meet goals
- 56% expect agentic AI to be part of CX interactions within 12 months, rising to 68% in three years
- 93% anticipate AI enabling more personalized, proactive, and predictive responses
- 89% of customers say human connection needs to be combined with AI to optimize experiences
For customer support professionals, these insights highlight the growing role of AI—not as a replacement but as a tool to enhance agent effectiveness and customer satisfaction. Embracing AI-powered solutions that respect privacy and improve workflow will be key.
To explore practical AI skills relevant to customer support roles, consider checking out Complete AI Training’s courses by job.
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