No Jitter Roll: Wildix Launches Embedded Agentic AI for UCaaSNo Jitter Roll: Wildix Launches Embedded Agentic AI for UCaaS
Also, TELUS acquires Gerent and Five9 releases a CX report.
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: Wildix’s launch of embedded agentic AI for UCaaS.
In deals news, we cover TELUS’ acquires Gerent; Creovai is promoted to the SoldBy8 tier by 8x8.
And in reports Five9 releases it’s 2025 Business Leaders Customer Experience Report and Cisco surveys global businesses on agentic AI for CX.
Products
Wildix Launches Embedded Agentic AI for UCaaS
The UCaaS provider has announced the launch of its embedded agentic AI layer, which automates interactions across voice, chat, SMS, WhatsApp, and web applications. The AI layer can interpret language, reference past chat records, and apply contextual logic to decisions and can be tailored for specific workflows for companies across sectors using a codeless AI studio. Other capabilities include multilingual support in 13 languages, sentiment-aware escalation, and GDPR-aligned architecture with transcription engines which protects personal identifiable information. It also has native integrations with Salesforce, HubSpot, WhatsApp, and Make.com.
“Organizations are under pressure to accelerate service, reduce costs and improve responsiveness,” said Dimitri Osler, co-founder and CIO, Wildix. “This release is designed to meet those expectations immediately.”
Source: Wildix
Deals
TELUS Acquires Gerent
TELUS has announced its acquisition of Gerent. A Salesforce-focused consultancy that provides agentic AI solutions and enterprise-scale implementation and integration products. All Gerent products are now offered by TELUS.
“Gerent will further strengthen our company’s expertise in transforming the CX agent experience, including the development and implementation of agentic AI as part of our Digital Solutions service line,” said Tobias Dengel, President, TELUS Digital Solutions.
Source: TELUS/Gerent
Creovai Joins 8x8’s SoldBy8
Creovai, a real-time agent guidance and conversation provider, has been promoted to the SoldBy8 tier in the 8x8 Technology Partner Ecosystem. Joint customers will benefit from faster, more real-time agent guidance during live calls, the ability to automate repetitive tasks, AI-powered call reviews and performance insights, coaching and support for onboarding.
"Advancing to the SoldBy8 tier is more than a milestone – it’s a response to what contact center leaders are telling us every day,” said Simon Black, Chief Operating Officer at Creovai. “Agents are under intense pressure to meet soaring customer expectations while navigating a maze of systems, data, and compliance rules. By embedding Creovai’s real‑time guidance and conversation intelligence directly into the 8x8 platform, we give organizations a single‑vendor, AI‑powered solution that turns every agent into a top performer from day one.”
Reports
Five9 Reports on Customer Experience in 2025
Five9 has released its "2025 Business Leaders Customer Experience Report", which surveys over 400 senior business decision-makers across the US, UK, and Canada on how global organizations are rethinking CX. Key stats from the company’s research include:
81% of businesses have implemented AI in their contact centers and 78% say it has met or exceeded expectations
74% of customers still prefer voice channels
66% of customers favor accuracy over 24/7 availability
60% of customers favor fast resolution over 24/7 availability
88% of companies have increased their focus on agent experience with tools for shift flexibility, expert access, and real-time AI support
52% of business decision-makers believe 24/7 self-service is essential, while only 33% of customers agree
48% of business decision-makers say wait time is a top frustration, while 60% of customers say the same
Cisco Reports on the Future of Agentic AI
Cisco released its research report “The Race to an Agentic Future: How Agentic AI Will Transform Customer Experience,” which examined how businesses expect to incorporate information-dependent automated workflows into the customer journey.
Of the 7,950 global businesses and technical decision-makers Cisco surveyed, 88% felt confident that agentic AI-led customer experience will help organizations achieve their goals. The company also predicted that 56% of customer experience interactions will use agentic AI within the next twelve months, growing to 68 within the next three years. 93% of respondents also predict that agentic AI will enable more personalized, proactive, and predictive responses.
On the other side, 89% of customers say that human connection needs to be combines with AI to optimize experiences.
This Week on No Jitter
Generative AI May Actually Reward Critical Thinking – Rather than having blind trust in an AI assistant, both human and copilot could benefit from a little informed skepticism.
CIOs and the AI Productivity Gamble: Are IT Leaders Betting on the Wrong Metrics? – AI investments often fail to deliver value when they aren’t tied to specific business outcomes, leading to results that lack impact, support, or a path to production.
Meet the Next New Thing in CX: Engagement Workers – Small companies often have non-traditional customer support roles – fortunately, there are options for meeting these communications technology needs.
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