No Jitter Roll: Pega Releases a Self-Service Agent

Welcome to this week’s No Jitter Roll, our regular roundup of product news in the enterprise communication technology space. This week, we cover: Pega’s Self-Service Agent for customer service; Cognigy’s Mastery Program for agentic AI; and RingCentral’s new capabilities for its AI Receptionist. In deals, SignalWire and AWS partner to integrate AWS’s Nova Sonic voice-to-voice AI model into SignalWire’s platform.

Products

Pega Announces Advanced Self-Service Capabilities

PegaSystems, a business process and customer relations management solutions provider, has announced that it will be combining its Pega Blueprint and Pega Predictable AI capabilities with its Center-out agentic architecture to create Pega Self-Service Agent.

• Pega Blueprint helps users create service workflows with secure access to data.
• Center-out architecture allows the Self-Service Agent to orchestrate service workflows.
• Pega Predictable AI helps free customer service representatives (CSRs) to focus on high-value tasks.

Cognigy Launches Mastery Program for Agentic AI in Contact Centers

Cognigy has launched its Mastery Program, offering courses and certifications for agentic AI. This program aims to equip designers, developers, and implementation teams with the skills needed to build AI agents for contact centers. Courses include:
• Understanding the Message Lifecycle: Master how Cognigy.AI handles message flow, transformation, and execution.
• Integrating a Business Layer: Learn modular architecture to decouple logic from flow design.
• Multilingual AI Agents: Build agents that scale globally with consistent multilingual experiences.
• Publishing on Voice: Extend AI Agents into voice channels with best practices for deployment and optimization.
• Tracking & Reporting with Analytics: Use KPIs, OData, and Cognigy Insights to measure impact and tune performance.
“We’re seeing massive demand for people who can actually build agentic systems, not just talk about them,” said Shanna Chauvin, Senior Director of Global GTM & Partner Enablement at Cognigy. “The Mastery Program turns that need into opportunity—arming our community with the know-how to lead in this next era of customer service.”

RingCentral Releases New Capabilities for its AI Receptionist

RingCentral announced new capabilities for its AI Receptionist (AIR) and AI Receptionist Everywhere (standalone version). AIR is an AI phone agent that handles and routes customer calls. New features include:
• In-call appointment booking through Outlook and Google Calendars.
• Language support for UK and Australian English.
• French language support, including Canadian French.

Deals

SignalWire and AWS Partner for Voice-to-Voice AI Experiences

SignalWire and AWS have partnered to integrate AWS’s Nova Sonic voice-to-voice AI model into SignalWire’s platform. This integration enables customers to:
• Use SignalWire AI Gateway to extend Nova Sonic’s functionality for tasks in external applications.
• Build Nova Sonic voice agents via SignalWire’s no-code Agent Builder interface, which automatically generates SignalWire Markup Language (SWML) configurations.

This Week on No Jitter

• RingCentral & NiCE Continue to Complement One Another’s Businesses – A decade-long partnership serving diverse customer experience needs.
• 8x8’s New Campaign Addresses Hesitancy Around AI Adoption – Educating customers on AI benefits amid slower-than-expected adoption.
• Trust Is Telcos’ Greatest Product: Now Enterprises Should Demand It – Telcos offer critical communication services enterprises should prioritize.
• Beyond the Ticket: AI-Powered Workflow Automation in Contact Centers – NLP, emotion detection, and predictive escalation improve customer support.
• The Battle for AI-Driven CX: Ecosystems vs. Acquisitions – Choosing the best approach for enterprise AI.
• AI Cuts Data Breach Costs While Creating New Security Risks – IBM’s 2025 report highlights AI’s dual impact on security.
• The Triple Peak Workday Needs to Go – Addressing the growing intrusion of work into personal life.

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Source: No Jitter

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Frequently Asked Questions (FAQ)

Pega Self-Service Agent

Q: What is the Pega Self-Service Agent? A: The Pega Self-Service Agent is a new offering from PegaSystems that combines their Pega Blueprint and Pega Predictable AI capabilities with their Center-out agentic architecture to enhance customer service. Q: What are the key components of the Pega Self-Service Agent? A: The key components are Pega Blueprint, which aids in creating secure service workflows, Pega Predictable AI, which helps customer service representatives focus on high-value tasks, and the Center-out architecture which orchestrates these service workflows. Q: How does Pega Predictable AI benefit customer service representatives? A: It helps to free up customer service representatives by automating tasks, allowing them to concentrate on more complex and high-value customer interactions.

Cognigy Mastery Program

Q: What is the Cognigy Mastery Program? A: The Cognigy Mastery Program offers courses and certifications designed to equip individuals and teams with the skills to build AI agents for contact centers using Cognigy's platform. Q: What types of courses are offered in the Mastery Program? A: Courses cover essential topics such as message lifecycle management, business layer integration, multilingual AI agent development, voice channel deployment, and performance tracking with analytics. Q: Why has Cognigy launched this program? A: Cognigy launched the program in response to a high demand for professionals who can build agentic AI systems, aiming to turn this need into an opportunity for their community.

RingCentral AI Receptionist

Q: What are the new capabilities for RingCentral's AI Receptionist? A: New features include in-call appointment booking via Outlook and Google Calendars, and expanded language support for UK and Australian English, as well as French (including Canadian French). Q: What is the purpose of RingCentral's AI Receptionist? A: The AI Receptionist (AIR) is an AI phone agent designed to handle and route customer calls efficiently.

SignalWire and AWS Partnership

Q: What is the outcome of the SignalWire and AWS partnership? A: The partnership integrates AWS's Nova Sonic voice-to-voice AI model into SignalWire's platform, enabling enhanced voice AI experiences. Q: How can users build voice agents with this integration? A: Users can leverage SignalWire's no-code Agent Builder interface, which automatically configures SignalWire Markup Language (SWML), to build Nova Sonic voice agents.

Crypto Market AI's Take

The advancements in AI for customer service and contact centers, as seen with Pega's Self-Service Agent and Cognigy's Mastery Program, highlight a significant trend towards more sophisticated and automated customer interactions. This focus on AI-driven efficiency and capability mirrors the advancements we track in the AI crypto space. For instance, our AI agents are constantly analyzing market data to identify emerging trends and investment opportunities. Companies like Pega and Cognigy are demonstrating how AI can streamline complex processes, a principle that is fundamental to our approach in making cryptocurrency trading more accessible and intelligent. We believe that the integration of AI into various sectors, including customer service and finance, will continue to accelerate. Our platform at Crypto Market AI leverages these principles to offer cutting-edge solutions, such as our AI-powered trading bots and AI analysts, designed to navigate the complexities of the cryptocurrency market. You can learn more about our AI-driven solutions by exploring our AI Agents section.

More to Read:

• RingCentral & NiCE Continue to Complement One Another’s Businesses
• 8x8’s New Campaign Addresses Hesitancy Around AI Adoption
• Beyond the Ticket: AI-Powered Workflow Automation in Contact Centers
• The Battle for AI-Driven CX: Ecosystems vs. Acquisitions