Category: Unified communications

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 7, 2023

There’s a lot of interest and excitement around generative AI in the contact center. It appears that generative AI is poised to remake the contact center in 2024. There’s a lot of things that will change regarding customer service, including […]

December 7, 2023

Generative AI stole the show at AWS re:Invent recently, as it has at almost every other event this year. A really interesting wrinkle on this 2023 event trend: how generative AI will shape the future of contact centers “Pasquale DeMaio, […]

December 6, 2023

If there was a “term of the year” award for the communications, collaboration, and customer experience space, “generative AI” would win for 2023 in a landslide. This past year saw a slew of gen AI announcements from just about every […]

December 5, 2023

Microsoft’s flagship conference Ignite is worth paying attention to because the announcements at Ignite shape product roadmaps for the upcoming years; as such, analyzing the foundational Ignite announcements provides insight into how Microsoft Teams is likely to evolve. In conjunction […]

December 5, 2023

Cyberattacks continue to make headlines as hackers target an ever-growing number of organizations lacking comprehensive security measures. Particularly vulnerable to system intrusions are VoIP (Voice over IP) communications, responsible for converging data and voice traffic onto a common IP network. […]

December 4, 2023

When was the last time you used video or screen-sharing? Perhaps just today at a work meeting or over the last weekend when calling a distant relative or a child away at college? Or — let’s be real—to talk with […]

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 30, 2023

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 […]

November 29, 2023

It’s too early to declare the Metaverse dead. It’s obviously had some setbacks, but as we move towards the end of the year, recent announcements indicate the Metaverse, at least in terms of augmented reality (AR) and virtual reality (VR), […]

November 22, 2023

Suppose we had a call center that nobody called? For well over a decade, companies have been trying to make that happen, first with those annoying “listen to the following menu because the options have changed” prompts, and then moving […]

November 20, 2023

In the conversations I have with customers, channel partners, and colleagues, the subject of Artificial Intelligence almost always comes up, especially conversational AI. There are good reasons behind this. AI is perhaps the most exciting innovation to enter the market […]

November 20, 2023

I was impressed the first time I saw Microsoft Copilot. It was during the Microsoft keynote at Enterprise Connect last March. Microsoft showed a fairly intuitive assistant that made things like meetings easier to manage and even miss. I was […]

November 17, 2023

Welcome to this week’s No Jitter Roll, our regular roundup of product news in the communication and collaboration spaces. This week: RingCentral launches a new events platform and its contact center solution RingCX is now generally available. Uniphore brings generative […]

November 17, 2023

Microsoft’s spent the last few years studying how people work and what the biggest pain points are. Many of the announcements at their annual Ignite show reflect the focus on improving productivity. According to the company: The average employee spends […]

November 14, 2023

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 […]

November 13, 2023

Two new room systems from Cisco show how much the industry has changed in the past few years. Last month, Cisco hosted the WebexOne conference and made numerous calling, meeting, and chatting announcements. I want to focus on two new […]

November 10, 2023

Welcome to this week’s No Jitter Roll, our regular roundup of product news in the communication and collaboration spaces. This week: Cresta leverages generative AI to improve business outcomes, provide in-conversation agent assistance and rules-based triggering for contact center events. […]