August 9, 2025
5 min read
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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) for high-value tasks.
- 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 deployment best practices.
- 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.”
- In-call appointment booking integrated with Outlook and Google Calendars.
- Language support expanded to UK and Australian English, as well as French, including Canadian French.
- RingCentral & NiCE Continue to Complement One Another’s Businesses – A decade-long partnership enhancing customer experience solutions.
- 8x8’s New Campaign Addresses Hesitancy Around AI Adoption – Campaign to educate on AI adoption benefits.
- Trust Is Telcos’ Greatest Product: Now Enterprises Should Demand It – Why enterprises should rely on telcos for communication services.
- Beyond the Ticket: AI-Powered Workflow Automation in Contact Centers – Innovations in customer support through AI.
- The Battle for AI-Driven CX: Ecosystems vs. Acquisitions – Exploring enterprise AI strategies.
- AI Cuts Data Breach Costs While Creating New Security Risks – IBM’s 2025 data breach report insights.
- The Triple Peak Workday Needs to Go – Rethinking workday boundaries in modern workplaces.
- 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
Cognigy Launches Mastery Program for Agentic AI in Contact Centers
Cognigy has launched its Mastery Program, offering courses and certifications focused on agentic AI. This program equips designers, developers, and implementation teams with skills to build AI agents tailored for contact centers. Courses include:RingCentral Releases New Capabilities for its AI Receptionist
RingCentral announced enhancements to its AI Receptionist (AIR) and AI Receptionist Everywhere (standalone version). AIR is an AI phone agent designed to handle and route customer calls. New features include: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 capabilities for tasks in external applications. Additionally, SignalWire’s Agent Builder offers a no-code interface to build Nova Sonic voice agents, automatically generating SignalWire Markup Language (SWML) configurations.This Week on No Jitter
Read more about: No Jitter Roll, Pegasystems, Cognigy, RingCentral, SignalWire, AWS
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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, Pega Predictable AI, and 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 for creating service workflows, Center-out architecture for orchestrating these workflows, and Pega Predictable AI to free up customer service representatives for higher-value tasks. Q: How does Pega Blueprint contribute to the Self-Service Agent? A: Pega Blueprint helps users create service workflows with secure access to data, ensuring that the Self-Service Agent can effectively manage customer interactions. Q: What is the benefit of Pega Predictable AI in this context? A: Pega Predictable AI aims to automate routine tasks, allowing human customer service representatives to focus on more complex and valuable customer needs.Cognigy Mastery Program
Q: What is the Cognigy Mastery Program? A: The Cognigy Mastery Program offers courses and certifications designed to equip professionals with the skills to build and implement agentic AI for contact centers. Q: What topics are covered in the Cognigy Mastery Program courses? A: Courses cover areas such as message lifecycle management, business layer integration, multilingual AI agent development, voice channel deployment, and performance tracking with analytics. Q: Why is Cognigy offering a Mastery Program for agentic AI? A: According to Cognigy, there is significant demand for individuals who can build agentic systems, and the program aims to meet this demand by providing the necessary expertise to their community.RingCentral AI Receptionist
Q: What are the new capabilities for RingCentral's AI Receptionist? A: RingCentral has enhanced its AI Receptionist (AIR) with features like in-call appointment booking integrated with calendars and expanded language support for UK and Australian English, as well as French. Q: What is the purpose of RingCentral's AI Receptionist? A: The AI Receptionist (AIR) is an AI-powered phone agent designed to handle and route customer calls efficiently.SignalWire and AWS Partnership
Q: What is the focus 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 for customers. Q: How does SignalWire's Agent Builder complement the AWS partnership? A: SignalWire's Agent Builder provides a no-code interface to create Nova Sonic voice agents, simplifying the development process by automatically generating necessary configurations.Crypto Market AI's Take
The advancements in AI for customer service and communication technologies highlighted in this article, such as Pega's Self-Service Agent and RingCentral's AI Receptionist, demonstrate a clear trend towards intelligent automation in business operations. This mirrors the evolution we're seeing in the financial sector, particularly in cryptocurrency. At AI Crypto Market, we are dedicated to leveraging AI for enhanced trading experiences and market intelligence. Our platform offers sophisticated AI-powered trading bots and analytics tools designed to navigate the complexities of the crypto market. Understanding how AI is transforming various industries, from customer service to finance, underscores the potential of AI to revolutionize how we interact with and manage our assets. For those interested in how AI is applied to financial markets, explore our insights into AI-driven trading strategies and our comprehensive AI personal finance tools.More to Read:
Source: No Jitter