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Tag: CX


Modern Media, Unified communications

Assessing Gen AI’s Impact in the Contact Center, Part 1

February 15, 2024

Via: No Jitter

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 […]


Modern Media, Unified communications

AI and CX Lead the Way for Best of Enterprise Connect

February 9, 2024

Via: No Jitter

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 […]


News

No Jitter Roll: RingCentral Launches Patient Care Solution, Zenarate and evaluagentCX Announce Solutions for CX Insights

February 9, 2024

Via: No Jitter

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 […]


Modern Media, Unified communications

Cybersecurity Comes to Enterprise Communications

February 2, 2024

Via: No Jitter

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 […]


Modern Media, Unified communications

See the Promise and Pitfalls of AI

January 26, 2024

Via: No Jitter

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 […]


Modern Media, Unified communications

Getting a Holistic View on CX

January 19, 2024

Via: No Jitter

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 […]


Modern Media, Unified communications

Nextiva Acquires Thrio As Way to Democratize CX with AI

January 18, 2024

Via: No Jitter

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 […]


Networks & Systems

2024 Customer Engagement: AI and Automation Reshape the Market Landscape

January 16, 2024

Via: No Jitter

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 […]


Modern Media, Unified communications

Gearing Up for a Big Year of Innovation

January 12, 2024

Via: No Jitter

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 […]


Modern Media, Unified communications

What’s Coming in 2024: Voice for CX is Dying. Long Live Digital Engagement.

January 8, 2024

Via: No Jitter

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 […]


Modern Media, Unified communications

For Customer Experience, 2024 is the Banner Year for Acceptance of AI

January 2, 2024

Via: No Jitter

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 […]


Networks & Systems

2023 in Review: Enterprises Focusing on How Data Was Used in Gen AI

December 21, 2023

Via: No Jitter

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 […]


Modern Media, Unified communications

Ask an Analyst: Omdia’s Mila D’Antonio on Generative AI, Contact Center and Customer Experience Trends in 2023

December 19, 2023

Via: No Jitter

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 […]


Networks & Systems

At Cisco Live APJC, Cisco Rolls Out Services to Support Its Customer Sustainability Efforts

December 14, 2023

Via: No Jitter

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 […]


Modern Media, Unified communications

No Jitter Roll: Zoom Enhances Contact Center Suite, Microsoft Copilot Goes 4 Turbo, CommBox Launches new Era AI

December 8, 2023

Via: No Jitter

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 […]


Modern Media, Unified communications

What’s Your Strategy for AI in the Contact Center?

December 8, 2023

Via: No Jitter

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 […]


Networks & Systems

For CX Expertise, Turn to Your Enterprise Peers at EC24

December 1, 2023

Via: No Jitter

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 […]


Modern Media, Unified communications

No Jitter Roll: An Observability Platform for Contact Centers, a Teams-Certified Speaker Bar and a Contact Center Automation Solution

December 1, 2023

Via: No Jitter

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 […]


Modern Media, Unified communications

Everyone Thinks AI Will Change Communications Tech – And Understanding How Is Key

November 30, 2023

Via: No Jitter

For analysts, autumn is the busy season for industry events, and our cohort of BCStrategies experts has been regularly sharing reviews. Colleague Blair Pleasant shared her collective thoughts on her three most recent events, and now I’ll pick up where […]


Modern Media, Unified communications

CX Takes Center Stage During this Fall’s Conference Schedule

November 14, 2023

Via: No Jitter

During the month of October I attended three different industry/analyst conferences – Zoomtopia, NICE Industry Analyst Summit, and Cisco WebexOne. I quickly noticed several similar themes at these conferences: Contact center/CX takes center stage AI assistants, copilots, companions are here […]