Enterprise Connect 2025 stakes its claim as the annual flagship conference where enterprise buyers come to see the latest software innovations for CX and business communications connecting employees, customers, and prospects. The Orlando event—though should be noted next year’s Enterprise Connect is moving to Las Vegas—also serves as a key opportunity for analysts to meet with vendors and learn more about their announcements and strategic focus for the upcoming months.

The team at Opus Research had the opportunity to meet with several prominent solution providers and here’s our rundown of significant news and updates from the event.

Talkdesk “After Hours” Combines GenAI and Knowledge Creator

At their analyst summit last November, Talkdesk provided a preview of their new voice assistant. The assistant uses generative AI (GenAI) with a prompt-based setup platform to make creating a voice assistant quick and simple. There’s no need to spend time specifically defining intents, sample utterances, etc. This demonstrates how Talkdesk is rapidly innovating to offer enterprise users the benefits of GenAI agents and prompt-based setup for those ready to adopt this technology.

Additionally, Talkdesk unveiled its new Knowledge Creator product. This solution leverages the analytical power of the Talkdesk platform to surface missing information—it analyzes human agent and virtual agent calls to discover topics where required information is not sufficiently documented in the company’s readily accessible records. Knowledge Creator then uses GenAI to suggest text for the missing knowledge article, allowing a human to verify accuracy and quickly approve the document for storage in the enterprise database. This provides an expedient way to help companies augment their knowledge base, which in turn increases both agent productivity and the ability to automate responses.

Finally, Talkdesk introduced a new bundled offering called Talkdesk After Hours, which combines three previously available products: Navigator, Autopilot, and Knowledge Management. This solution serves as a modern replacement for traditional IVRs, offering enterprises new flexibility and the ability to enable 24/7 customer contact. Navigator uses GenAI to detect intent based on the customer’s natural language request. Autopilot handles the request, while the Knowledge Management component helps find the right information to service customer needs, and the new Knowledge Creator supplements the enterprise knowledge base with any missing documentation.

CallMiner Releases Customer Feedback Tool for Personalized Outreach

CallMiner has been busy integrating the power of GenAI into its core analytics platform. They highlighted their work with advanced reasoning models—what they call “deep research” thinking models—to provide deeper analytics that help enterprises make strategic decisions about workflows, services, and products. Since transcribing calls and analyzing that information is core to their business, they’ve also built their own specialized speech model to significantly reduce costs for customers.

Particularly noteworthy was the release of their latest offering, CallMiner Outreach. With extensive information about customer interactions, trends, and behavior, CallMiner is well-positioned to help enterprises better understand the voice of their customer and act proactively when warranted. With CallMiner Outreach, enterprises can target specific events that trigger a survey sent to customers via email or SMS. Perhaps more valuable, enterprises can now identify events that warrant special actions with AI assistance.

For example, if a customer cancels an appointment, CallMiner Outreach can automatically generate a message offering to help them rebook. In another scenario, if customers report having trouble accessing a promotional deal, an Outreach message can be triggered providing a verified link to the promotion. CallMiner analytics helps enterprises identify these event-related opportunities and then automates the process of coordinating outbound communication designed to help customers achieve their goals.

Doubling Down on Customer Success with Verint

Verint continues to emphasize how their platform drives real AI business outcomes for enterprise customers. While they didn’t announce specific new capabilities for their CCaaS suite at Enterprise Connect 2025, they have been focused on measuring the effectiveness of their solutions and documenting quantifiable results. This is a sound approach, as despite abundant discussion about AI and GenAI, there are still relatively few good case studies quantifying the business outcomes achieved through AI implementation.

Examples of business outcomes Verint’s enterprise customers have achieved through the use of Verint “bots” include increasing the capacity of enterprise call agents (or “brand ambassadors”) by using self-service to contain a meaningful percentage of inbound calls, using AI-powered agent assist tools to decrease average handle time, and achieving measurable increases in CSAT. Verint offers a showcase of their enterprise customer success stories on their website.

NICE’s Mpower Orchestrator Enables Workflow Improvements

NICE officially unveiled their new Orchestrator capability at the show, which won the Overall Best of Enterprise Connect award. Orchestrator demonstrates how we can now leverage multiple AI capabilities to not only automate workflows but actually automate the process of monitoring workflows and their associated business outcomes, providing proactive recommendations on optimization to improve customer experience and reduce friction points.

The Enlighten XO product assists in identifying workflows and ensuring they are documented within the platform. A monitoring component tracks thresholds, while the RPA component identifies workflow improvements. The copilot suggests workflow changes in natural language so they can be easily reviewed by business personnel.

For example, in a situation where wait times increase in a medical lab, Orchestrator flags the issue and, after examining the workflow, determines that patients are not receiving their expedited check-in code on the day of their appointment. The copilot suggests changing the workflow to send the code to patients three hours prior to their appointment and proposes specific changes that can be approved by a business user.

AI-Powered Analytics for Customer Insights from Five9

Five9 announced their new Spotlight analytics offering. Spotlight is a new feature that expands the capabilities of the company’s AI Insights product and was created based on customer demand. AI Insights, powered by Five9’s Genius AI, leverages customer interaction data and AI-powered analytics to help enterprise business leaders understand the voice of the customer without needing to send out surveys. Data about customer sentiment and satisfaction is already contained in interaction logs and simply needs to be analyzed to unlock the insights.

Five9’s enterprise customers were so pleased with the tool that they requested a way to customize queries to retrieve insights specific to their own lines of business—they wanted to measure the business metrics that matter most to them. Spotlight makes it easy for enterprises to formulate questions related to specific actions and campaigns. For example, a marketing analyst might ask which marketing campaigns customers are discussing most, which customer retention efforts are most effective, or which offered amenities are being used or discussed most frequently.

Setting up these targeted metrics is straightforward: business users describe the metric in natural language and define key topics to measure. Spotlight, with its easily configurable metrics, effectively leverages AI’s analytical power and the rich information source of customer interactions to help enterprises better understand how their marketing, sales, and support efforts are truly resonating.

Genesys Introduces Supervisor Copilot and Virtual Assistants

Genesys announced new tools designed to enhance the efficiency and effectiveness of supervisors in contact centers. The tools, Genesys Cloud Supervisor Copilot and Genesys Cloud Virtual Supervisor, are part of the Genesys Cloud platform and aim to automate routine tasks, providing real-time insights to support data analysis, employee training, and process management. Supervisor Copilot acts as a digital assistant, summarizing interactions to aid decision-making. It aims to enhance quality assurance and compliance efforts, allowing supervisors to focus on coaching and improving overall team performance. Virtual Supervisor leverages LLMs to streamline the evaluation process by automatically populating review templates based on interactions, which saves time and ensures comprehensive assessments of agent performance. It allows managers to customize the level of automation, aligning evaluations with organizational policies and enhancing strategic decision-making.

Almost all contact center vendors have focused their AI augmentation efforts on the agent population. But agents tend to have high (sometimes greater than 100%) turnover. Supervisors, quality analysts, and workforce planners, however, tend to stick around longer—and get paid more, to boot. So, creating augmentation tools for this crowd makes a ton of sense. Genesys’ efforts are clearly the first steps towards a more automated operational ecosystem. The future will likely include the ability for supervisors to use natural language prompts to ask the co-pilot to create custom training programs for specific agents, query the workforce management (WFM) system for the ideal time for this training, and then automatically schedule and deliver the training. That’s still a ways off, but directionally, this is the supervisory future.

Zoom Debuts Agentic AI Skills

Zoom is deepening its CX strategy with agentic AI and expanded automation. Their recent updates to the Contact Center platform reflect a focused push toward intelligent automation with expanded Zoom AI Companion capabilities while preserving the company’s emphasis on human connection. By introducing “agentic” AI skills to Zoom Virtual Agent, the company aims to move beyond basic self-service into a new phase of conversational automation. These generative AI-powered agents are designed to handle more complex tasks and execute actions on behalf of customers, with support for both voice and chat channels expected in beta later this spring.

Zoom is also adding more intelligence to routing and quality assurance. AI-intent routing—slated for release at the end of March—will use real-time intent detection to match customers with the most appropriate agent, improving both efficiency and personalization. Meanwhile, the forthcoming Advanced Quality Management suite (expected in May) includes Auto Quality Management to automatically score 100% of interactions, and Ask Quality Management, which gives supervisors a conversational interface to query transcripts and surface key insights.

Together, these enhancements demonstrate Zoom’s commitment to delivering a more proactive and AI-augmented CX platform, positioning it to compete more directly with both legacy players and emerging GenAI-native platforms.

Amazon Connect Outlines Strategic AI Pricing

Amazon’s recent announcement of the next generation of Amazon Connect reflects a strategic move to streamline AI adoption in contact centers. By integrating first-party AI capabilities—encompassing self-service, agent assistance, and analytics—directly into the platform, Amazon addresses the prevalent issue of fragmented AI implementations. This unified approach not only simplifies deployment but also eliminates the complexities associated with integrating multiple third-party solutions.

A notable aspect of this update is the introduction of an “all-you-can-eat” AI pricing model. By aligning costs with underlying channel usage, such as voice minutes or chat sessions, rather than AI consumption, Amazon empowers organizations to leverage AI capabilities without concern for unpredictable expenses. This pricing strategy is poised to accelerate AI adoption across contact centers, enabling businesses to enhance customer experiences more effectively.

In essence, Amazon Connect’s evolution signifies a pivotal shift toward more accessible and cost-effective AI integration, addressing long-standing challenges in the industry and setting a new standard for contact center solutions.

Small Steps Towards Advanced AI Systems

Collectively, the spate of news announcements from key vendors at Enterprise Connect 2025 signal an incremental step in the continued march of AI and GenAI technologies entering the CX space. Key themes across vendors included:

• Deeper integration of GenAI capabilities into core platform functions
• Focus on measurable business outcomes rather than just technical capabilities
• Simplified deployment and configuration through natural language interfaces
• Proactive automation that identifies opportunities and suggests improvements
• Pricing models that encourage broader AI adoption

As these technologies mature, we’re seeing a shift from basic automation to intelligent systems that can understand context, take initiative, predict outcomes, and continuously optimize based on business metrics. Some might even call this “agentic AI”! (We’ll follow-up soon with more thoughts on the evolving and fuzzy definition of agentic AI.) The vendors showcased at Enterprise Connect are clearly focused on making advanced AI capabilities more accessible to enterprises of all sizes while demonstrating tangible ROI. This is a sign of progress, to be sure.

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