Category: Unified communications

May 20, 2022

Shortly after presenting its AI-powered conversational intelligence platform to judges at Enterprise Connect’s Innovation Showcase in March, Invoca launched a no-code integration library with new Google Analytics 4, Meta Conversions API, and Slack integrations. The company also recently announced Multi-Location […]

May 20, 2022

Welcome to the May 20, 2022, edition of the No Jitter Roll, our regular round-up of news in the communication and collaboration space. Today: two vendor announcements demonstrate collaboration platforms’ growing ability to let participants complete task workflows without leaving […]

May 19, 2022

NICE Interactions 2022 is set to take place from May 24-25, and by the contact center providers’ estimates — it’s going to be the biggest one yet. Last year, NICE reported over 20,000 attendees at Interactions 21, and it has […]

May 18, 2022

To imagine truly “friction-free” customer experiences (CX), think about the delight and awe we have while watching athletes perform amazing feats, defying gravity, and breaking new records for speed and precision. They make it look effortless. Now, imagine speed and […]

May 18, 2022

“Reports of my death have been greatly exaggerated.” –Mark Twain There seems to be an assumption in the unified communications and collaboration industry that premise-based phone systems are a thing of the past. It is certainly true that many organizations […]

May 13, 2022

Security solutions vendor Pindrop last month released its 2022 Voice Intelligent and Security Report. According to Pindrop’s controlled study, 42% of customers are satisfied with the identification process required to access accounts via phone call with customer service, while 52% […]

May 13, 2022

The stakes are high when it comes to improving customer experience (CX), and we’ve seen more evidence lately that IT and technology are more critical to CX success than ever. For example, Home Depot recently announced that its CIO, Matt […]

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 […]

May 6, 2022

The Pew Research Center is out with survey results that should cheer all of the video hardware and software players in the enterprise communications market: Video fatigue may not be as common as you think. A caveat at the beginning: […]

May 4, 2022

As a technology analyst, I have been closely following the ever-changing world of collaboration, with a particular focus on how AI is transforming every aspect of how we communicate and get work done. Most of the attention in this space […]