Tag: CX

July 17, 2024

Last week, Avaya announced that its president and chief executive officer, Alan Masarek, will retire at the end of the calendar year (2024). His successor, Patrick Dennis, will take the helm and steer Avaya in its next phase. Mr. Dennis […]

July 12, 2024

Every cloud user I chat with tells me that cloud security is complicated. Why is that, why is it a surprise to enterprises, and what might change things, for better or worse? It goes back to the Internet, the desire […]

July 8, 2024

There’s no denying the role of good customer service, including self-service. And both customers and organizations may actually prefer a self-service option: in many situations, consumers opt for self-service capabilities rather than calling into a contact center, waiting on hold, […]

February 15, 2024

Welcome to No Jitter’s Conversations in Collaboration series. In this current series we’re asking industry leaders to talk about how AI can boost productivity – and how we define what productivity even is – with the goal of helping those […]

February 9, 2024

The Finalists for the Best of Enterprise Connect awards were announced today, and—no surprise—AI and CX dominate the list, with a thread of security also weaving its way through the nominees. Many of the finalist product announcements are under embargo […]

February 9, 2024

Welcome to this week’s No Jitter Roll, our regular roundup of product news in the communication and collaboration spaces. This week, NJR highlights: RingCentral’s new integrations with electronic health record providers for its Patient Care Solution, Zenarate’s Call Insights capability […]

February 2, 2024

Communications technology has long grappled with a set of security challenges specific to voice as a channel. SecureLogix, one of the leading vendors in this space over the past couple of decades, lists some of the major ones: Caller ID […]

January 26, 2024

On No Jitter this week, analyst Blair Pleasant of COMMfusion has a roundup of What to Expect From AI in Business Communications in 2024. As you can imagine, the big picture is: Lots of potential, lots of new features coming […]

January 19, 2024

On No Jitter this week, Mila D’Antonio, principal analyst with Omdia, looked at how AI and automation in the contact center will drive CX toward more effective ways of personalizing and improving the customer experience. The most striking data was […]

January 18, 2024

Nextiva, a privately held company with deep roots in the unified communications and collaboration(UCC) space, announced today that it will acquire Thrio. Founded in 2008, and headquartered in Scottsdale, Arizona, Nextiva raised $200M from Goldman Sachs Asset Management in its […]

January 16, 2024

As the world races into an era defined by digital transformation and unprecedented technological advancement, the convergence of AI interactions and automation signifies a transformative shift in customer service paradigms that will heighten customer engagement and revolutionize the customer engagement […]

January 12, 2024

The Best of Enterprise Connect competition has had a category for “Most Innovative Use of AI” for several years now. As many people love to point out, AI really isn’t new in communications and CX technology. But given the progress—and […]

January 8, 2024

For years, contact center, and then CCaaS, vendors have shouted the message loud and clear, “voice is not dead.” Even in the past three years, this site has run articles from practitioners who say that voice is still the preferred […]

January 2, 2024

With all the hype around artificial intelligence over the past few years, you’d think we would be tired of AI and moving on to the next big thing in customer experience (CX) by now. However, per our sneak peek at […]

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 19, 2023

As part of our coverage of the year that was, 2023 edition, we asked Mila D’Antonio of Omdia to provide her thoughts on a few trends that emerged through a year of weekly No Jitter Roll coverage. One of the […]

December 14, 2023

Cisco recently held its annual Asia-Pacific, Japan and China (APJC) version of its Cisco Live event in Melbourne, Australia. At the event, the company announced new customer experience (CX) services to support businesses in their sustainability efforts. The new services […]

December 8, 2023

Welcome to this week’s No Jitter Roll, our regular roundup of product news in the communication and collaboration spaces. This week: Zoom introduces new features to its Contact Center Suite and details three price tiers for its CX offering. CommBox […]

December 8, 2023

If you’re going to be an AI expert, you need to know all the acronyms, so I’ll share this one, courtesy of Dan Miller of Opus Research: DIH That stands for “Deer in Headlights,” and it’s a condition that Miller […]

December 1, 2023

If your enterprise is using technology to transform CX—and you probably are—who better to learn from (and with) than your peers within IT organizations? That’s why I’m so excited about the CX/Contact Center track at Enterprise Connect 2024, which features […]