No Jitter Roll: Content Guru Gains Highest FedRamp AuthorizationNo Jitter Roll: Content Guru Gains Highest FedRamp Authorization
Also, Otter.ai and Genesys launch AI platforms and Calabrio releases its 2025 State of the Contact Center report.
Welcome to this week’s No Jitter Roll, our regular roundup of product news in the communication and collaboration spaces. This week we cover product news such as: Otter.ai’s voice AI meeting agent suite; Forethought’s AI for CX platform Forethought Voice; and Genesys’ launch of Genesys Cloud Social for social media insights.
We also recap Calabrio’s 2025 State of the Contact Center report.
Products
Content Guru CCaaS Platform Gains Highest U.S. Federal Rating
The cloud CCaaS platform provider's storm® CCaaS became the first full-stack CCaaS solution to achieve High impact level accreditation, the most stringent level for FedRAMP compliance. This level is designed for agencies handling sensitive yet unclassified data, including law enforcement, emergency services, financial services and healthcare, among others. The High authorization status can and will reduce the time and effort for federal workers tasked with authorizing a cloud platform or migrating from an on-premises contact center to the cloud, as storm® has met FedRAMP’s comprehensive security controls and has been vetted by the PMO.
"FedRAMP cloud security is based on a thorough process to minimize cyber-security risks by adopting the best industry security and monitoring processes,” commented Sorell Slaymaker, Principal Consulting Analyst for Networking, Security, Unified Communications at TechVision Research. “Modernizing government needs the scalability, agility, and security of cloud technologies. Content Guru getting FedRAMP High authorization at a time when agencies are focusing on improving employee efficiencies and customer experiences at scale is very timely."
Additionally, Andrew Casson, Content Guru Vice President of Public Sector, commented, “Content Guru values our long-standing relationships with federal agencies, including the U.S. Department of State, which we’ve nurtured over the past 20 years. Our federal partners understand that security and privacy requirements have evolved significantly over the years, becoming both more critical and more challenging to meet."
Storm is now available on Content Guru's FedRAMP Marketplace.
Otter.ai Unveils Voice AI Meeting Agent Suite
The AI meeting productivity platform’s suite includes Otter Meeting Agent, which is a voice-activated agent that uses company meeting data to answer questions and complete tasks. It also includes Otter Sales Agent for sales teams to close sales with real-time agentic AI guidance and Otter SDR Agent, which scales lead generation and uses autonomous product demos to shorten sales cycles.
Forethought Launches Forethought Voice
Forethought, a provider of agentic AI for customer support, launched Forethought Voice, a multi-agent, multi-channel AI for CX platform. Companies can use its agentic reasoning engine to create autonomous customer support through Autoflows as well as resolve complex issues, answer questions, and execute tasks such as checking order status without human agents. Forethought partnered with for its voice AI agents.
Genesys Announces Genesys Cloud Social
Genesys’s new Cloud Social platform is aimed at helping companies use social media to engage with and learn more about customers. Companies can bring together customer insights across voice, digital, and social media channels. The offering will capture social media posts and mentions from social networks and collect insights from keywords, accounts, and hashtags. It will also provide sentiment analysis through natural language in 50 languages. Genesys Cloud Social works with Genesys Cloud AI so organizations can manage customer interactions in public and private social media settings.
Source: Genesys
Reports
Calabrio Report on AI Usage in Contact Centers Highlights AI Challenges
The workplace performance company has released its 2025 State of the Contact Center report. The report lays out the following findings:
98% of respondents say there are varying levels of AI technology integration in their contact centers
61% of contact center leaders say conversations with customers is more difficult with AI because AI can’t handle complex, emotionally charged interactions
59% of organizations don’t provide ongoing coaching and support for adapting to AI
32% of contact center leaders say agents distrust AI
Source: Calabrio
No Jitter News from Enterprise Connect
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.
This Week on No Jitter
No 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.
Beware the Inadvertent Hierarchy of Remote Work – If some workers enjoy a high degree of autonomy over where and when they work while others do not, the different working conditions can lead to stratification.
The Productivity Paradox: Why Workplace Tech is Failing Workers – As AI-driven solutions mature, companies must prioritize seamless, intelligent collaboration tools that support employee productivity rather than hinder it.
Conversations in Collaboration: CallMiner’s Eric Williamson on Starting Small with AI – Mining data from interactions to leverage AI assistance for human agents can drive CX improvements, but focus on little wins first.
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