Tag: contact centers

August 22, 2023

Welcome to No Jitter’s ongoing series, Conversations in Collaboration, in which we speak with executives and thought leaders about the key trends across the full stack of enterprise communications technologies. Interviews in the series so far include: Cisco’s Lorrissa Horton, […]

August 14, 2023

In all my decades covering technology, I haven’t seen one catch on with the speed of generative AI. Already, 27.3% of companies are using the technology for their customer-related activities, with another 47.2% planning to do so this year, according […]

April 4, 2023

Welcome to our second post-Enterprise Connect 2023 No Jitter Roll, which focuses on some of the product announcements that came out in conjunction with the show. For part one of the post-show No Jitter Roll, which focused on AI-themed announcements, […]

February 10, 2023

The finalists have been announced for the prestigious Best of Enterprise Connect awards, and while we can’t reveal as much about them as we’d like, it’s clear that innovation is thriving in areas including contact centers, AI, and security. About […]

December 1, 2022

David Myron, Omdia’s principal analyst for business platforms and applications, recently chatted with NICE’s head of product marketing for workforce engagement management, Shahar Admon, to discuss the macroeconomic forces the pandemic imposed on contact centers. Their discussion is available as […]

October 13, 2022

Over the last several years, an acronym and a buzzword have permeated many contact center technology discussions – AI and omnichannel. For the contact center, AI promises to add context to customer conversations, improve agent productivity without requiring more staffing, […]

September 29, 2022

As enterprises look to stay ahead of customer demands, many organizations have not only stressed the importance of providing customer service at every level of their business, but they have invested heavily in technology to create a more seamless customer […]

September 9, 2022

The Enterprise Connect program committee has been busy over the summer, and with Labor Day now behind us, our Orlando, Fla., 2023 conference program is pretty well developed. Breakout sessions and other program elements are sketched out, and I’m excited […]

August 12, 2022

Contact centers have traditionally been the place where new communications technology makes its earliest and often strongest business case. So, as we head into a year of potential economic uncertainty as well as ongoing technology advancements, how should enterprise business […]

May 26, 2022

Hybrid work is not confined solely to meetings or back-to-office debates – it’s also part of the conference experience in 2022. Some conferences are now fully live, some live with video conferenced content (e.g., Enterprise Connect 2022), and some remain […]

May 10, 2022

For a painfully long time, business leaders treated contact centers as cost centers. They assumed customer service was inherently unprofitable and squashed costs wherever possible. But the days of the cost center as a contact center are coming to a […]

March 29, 2022

Welcome to the latest edition of the No Jitter. In this edition, we recap several announcements around communications APIs, apps for mobile contact center agents, an update to a CCaaS platform, and a voice authentication integration. Twilio Releases Multi-channel API […]

February 15, 2022

Lennon and McCartney, peanut butter and jelly, movies and popcorn (or Netflix and chill) – these are good on their own but even better together. The newest perfect match is cloud-based unified communications and contact center, or UCaaS and CCaaS. […]

February 8, 2022

Deepgram, a provider of automated speech recognition (ASR) technology, teamed up with Opus Research to poll 400 enterprise decision-makers about the state of voice technology in 2022. Key findings included why improving customer experience (CX) is the primary motivation for […]

January 27, 2022

Contact centers aren’t new, but the pandemic and modern contact center as a service (CCaaS) providers are redefining them. It’s a highly innovative sector, and organizations of all sizes have benefited from new features and capabilities they didn’t know they […]

December 17, 2021

For all the talk about how AI will revolutionize the contact center/customer experience, we’re starting to see that its real value — at least at this stage of the game — isn’t so much about replacing agents or even processes. […]

November 5, 2021

Contact centers are changing with the rapid advances in communication technology, and the variety of channels used by customers. The following realities have become clear: Every member of an organization has the means to be involved in direct customer engagement […]

November 2, 2021

The term Great Resignation came into common business parlance in September 2021, when the Harvard Business Review published an article analyzing the causes and strategies to combat the stark fact that millions of Americans were quitting their jobs, four million […]

October 25, 2021

We all tend to think of a contact center as a people-driven area of the business — a department where customers can connect with living, breathing resources to get the support they need. So, it’s no surprise that we don’t […]

October 8, 2021

On No Jitter this week, my colleague Ryan Daily offers a good wrap-up of last week’s Enterprise Connect 2021 virtual event, highlighting four themes: what she calls “the voice renaissance,” hybrid work, unified platforms for communications and collaboration, and the […]