Tag: contact centers

February 5, 2024

Predicting the future may seem like a fool’s errand to some, but modeling the year ahead is part of planning that every global company has to do. It’s not about being Nostradamus; it’s about being prepared. As the head of […]

December 21, 2023

As 2023 rolled along, and the generative AI announcements began to accumulate, the wind picked up and drove vendors toward the necessary discussion about the data on which the models were trained, how the models were trained, what biases may […]

December 4, 2023

There has been a lot of talk over the last 6 months about the effect that the sudden rise of Generative AI will have on contact centers. I think there is now a general consensus that this technology will have […]

December 1, 2023

Welcome to this week’s No Jitter Roll, our regular roundup of product news in the communication and collaboration spaces. This week: as part of its cloud contact center Harmony update, Operata launches its generative AI-powered Tenor AI; Nureva debuts its […]

November 7, 2023

No Jitter (NJ) spoke with Paul Harraghy is the Vice President of Care at VistaPrint about the customer experience he’s helping to build. He oversees the brand’s global customer care teams in Tunis, Berlin, Manila and Montego Bay. Prior to […]

October 6, 2023

It’s always seemed logical that AI’s first strong use case in the contact center would be in an agent assist capacity. Generative AI in particular might not be ready to show its face to the customer just yet, but surely […]

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 […]