No Jitter Roll: Twilio, Zoho, Forethought, and Dialpad Make CX Platform AnnouncementsNo Jitter Roll: Twilio, Zoho, Forethought, and Dialpad Make CX Platform Announcements
Also, Twilio and Microsoft form a conversational AI partnership to boost agentic AI in customer engagement platforms.
Welcome to this week’s No Jitter Roll, our regular roundup of product news in the enterprise communication technology space. This week, we cover product news such as: Twilio launches enhancements to its platforms; Zoho announces new features to its customer experience platform; Forethought announces multi-agent, omnichannel AI offering; Dialpad announced agentic AI enhancements.
In deals news, we cover Twilio and Microsoft partnership around conversational AI; NICE and AWS partnership for end-to-end customer service automation; Kore.ai and AWS’s service integration; and the expansion of Oracle and Infobip’s partnership for conversational experiences.
Products
Twilio Launches Customer Engagement Platform
Twilio has released a preview of its next-generation customer engagement platform as well as enhancements to its Customer Data Platform (CDP) and Communications Platform as a Service (CPaaS). These enhancements include conversational AI tools, communications channels, and compliance solutions.
The new customer engagement platform will include omnichannel communications, authentication and identity, intelligence automations, predictive insights, and a unified API with incorporated contextual Twilio Segment CDP data.
Source: Twilio
Zoho Adds Features to Customer Experience Platform
Zoho Corporation has announced new AI and work orchestration capabilities for its CX platform, powered by its AI engine, Zia. These additions are aimed at making CRM adoption easier for companies. They include:
Report Creation: Users can use agentic AI to create reports based on user permissions with Ask Zia
Custom Module Creation: No-code, plain language customization for CRM implementation
Workflow Creation: Create workflows through Ask Zia to have AI agents perform tasks for users
Image to Canvas: Add visual design layers to the system of record for images
Source: Zoho
Forethought Introduces Multi-Agent Omnichannel AI
The agentic AI for customer experience provider has announced a multi-agent, omnichannel AI for customer experience, allowing enterprises to deploy AI agents across channels and departments.
“We’re entering a new era where AI agents can go far beyond answering questions — they can now resolve real customer problems, drive upsells, guide product discovery, and ultimately transform how businesses engage with their customers,” said Sami Ghoche, co-founder and CEO of Forethought. “Customer service is just the beginning. These agents will expand into every customer-facing function, bringing intelligence and automation to the entire customer experience.”
Dialpad Announces Agentic AI Enhancement
Dialpad has announced agentic AI enhancements to its platform for real-time intelligence. These enhancements include guidance for live agents during conversations, AI CSAT scores after calls, tips on call improvement, automatic synching with Salesforce and other CRMs, and customer data support expansion through integrations with Salesforce, HubSpot, Freshdesk, Microsoft Teams, and more. Customers will also be able to use AI agents for order tracking and appointment management, while companies can use it to screen candidate interviews.
Deals
Twilio and Microsoft Partner for Conversational AI Initiatives
Twilio and Microsoft have announced a multi-year partnership for conversational AI solution for customer engagement. The solutions developed by the companies will use Microsoft Azure AI Foundry and Twilio’s customer engagement platform and will include services in such as multi-channel AI agents for automating and improving customer engagement, AI agents to assist live agents in contact centers via Twilio Agent Copilot, and multi-modal solutions for digital interactions between businesses and customers.
“Azure AI Foundry enables customers to confidently scale AI including AI agents across their organization with our enterprise-grade technologies and best practices that help manage risk, improve accuracy, protect privacy, reinforce transparency, and simplify compliance,” said Asha Sharma, Corporate Vice President, Azure AI Platform at Microsoft. “Customers will see strong business value with the combination of Azure AI Foundry and Twilio’s communications and data capabilities — the critical last mile connection between businesses and customers.”
NICE and AWS Partner for End-to-End Customer Service Automation
NICE and AWS have announced a partnership for customer service delivery through integrated AI, cloud, and automation technology. This partnership will combine NICE”s AI platform and AWS’ AI/M: services such as Amazon Bedrock and Amazon Q Business. NICE’s CXone Mpower will be available through AWS Marketplace as part of this collaboration.
"Organizations are under pressure to unify fragmented service operations and unlock the full value of AI," said Barry Cooper, President, CX Division, NICE. "Through our collaboration with AWS, we’re addressing this urgent need—bringing together industry-leading AI and cloud capabilities to help businesses automate customer service workflows end-to-end, with the speed, flexibility, and scale today's environment demands."
Kore.ai and AWS Partner for AI Adoption
The enterprise AI provider has announced a partnership with AWS to integrate its agent AI platform and other business solutions with AWS services Amazon Bedrock, Amazon Q, and Amazon Connect.
“We are excited to expand our collaboration with AWS, combining Kore.ai’s innovative AI agent platform and business solutions with AWS powerful cloud infrastructure,” said Raj Koneru, Founder and CEO of Kore.ai. “Through this strategic agreement, Kore.ai and AWS will bolster our existing collaborative efforts in product integration and go-to-market strategies.”
Oracle and Infobip Partner for Conversational Experiences
Cloud communications platform Infobip has announced an expansion to its partnership with Oracle for conversational experiences. The integration will allow customers of both companies to access Infobip’s omni-channel services through Oracle Integration.
“Our new collaboration with Infobip will help enterprises simplify connectivity and provide integration between the Infobip messaging platform and any applications using our unified integration platform as a service, Oracle Integration,” said Deepak Arora, Vice President, Product Management, Oracle. “This partnership builds on our vision of fueling AI innovation for more businesses by integrating any apps, data, and services anywhere.”
This Week on No Jitter
Don't Sleep on Human Training As a Growth Engine – Two research findings offer employees and workers a win-win solution: Upskill your current employees and offer training to news ones.
Salesforce Research Highlights HR Role In Digital Labor – HR and management need to partner in creating a map that shows what tasks and roles will be performed by people and, perhaps, AI agents.
Will the Chief AI Officer Define Workplace Productivity? – AI leaders are reshaping enterprise operations, turning speculative tech into performance gains—and defining what productivity means in the age of intelligent systems.
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No Jitter RollZohoTwilioForethoughtDialpadMicrosoftAWSNICEKore.aiAgentic AIAI AgentsInfobipOracleAbout the Author
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