Category: Unified communications

July 25, 2024

Welcome to No Jitter’s Conversations in Collaboration. In this conversation, we spoke with Ping Wu who was appointed CEO of Cresta in May 2023. Prior to his appointment as CEO, Ping was Cresta’s VP of Product and Engineering. Before his […]

July 24, 2024

There are workplace practices that seem almost fantastical in 2024 — things like a 9-to-5 schedule with a whole hour in the middle for lunch, or the two-martini business lunch, or the idea of Summer Fridays. For those of you […]

July 18, 2024

In our world of enterprise communications technology, we have a pretty clear focus; it’s mostly unified communications as a service (UCaaS) and contact center as a service (CCaaS), with a bit of communications platform as a service (CPaaS). As analysts, […]

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 11, 2024

Yesterday, Avaya announced that Alan Masarek, its President and CEO, will retire at the end of the calendar year. His replacement will be Patrick Dennis, the current Chairman of the Board, effective September 1, 2024. END OF HIS TWO-YEAR AVAYA […]

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, […]

July 5, 2024

It’s not enough for a workspace platform to foster the ability to work collaboratively; it must also offer its users the ability to manage that work within the platform. Vendors are shaping their product strategies around enabling individuals and teams […]

July 3, 2024

AI, specifically generative AI, has captured much of the attention of the collaboration and communications world over the last two years or so. Almost every vendor in the market now has a generative AI solution of its own, and most […]

July 1, 2024

The basic functionality of collaboration platforms hasn’t fundamentally changed since the pandemic started. These platforms enable video conferencing with desktop sharing and text chat, which added up to a reasonable facsimile of in-person collaboration — and while that’s good enough […]

June 24, 2024

One of my biggest pet peeves in this industry is the formatting of contracts. Technology services such as Internet, SIP trunks, and SD-WAN are some of the most complicated agreements an IT manager will see. Here’s how to navigate these […]

June 14, 2024

Contact center agent coaching solutions powered by artificial intelligence (AI) offer a host of personalized, data-driven insights to improve performance. These platforms are also capable of providing feedback in real-time, assisting with everything from accelerated onboarding to on-the-call challenges. Unlike […]

June 13, 2024

Last week, Zingly.ai emerged from stealth mode with its “Collaborative Customer Experience” (CCX) platform to rethink how businesses deal with customers. Industry veterans from Avaya, Five9, Glia, and Talkdesk are leading Zingly, whose platform merges generative AI (gen AI), digital […]

May 31, 2024

When we began planning our new Fall event, Enterprise Connect AI, we started from a few basic premises: AI is changing so fast that convening to talk about it once a year is not enough. We couldn’t say, last March, […]

May 28, 2024

THE ENTERPRISE COMMS PARADOX I tell people that I work in enterprise communications, but no one really knows what that means. That’s fair, both enterprise and communications are subjective terms, and disagreements occur even among enterprise communications professionals. Communication technology […]

May 24, 2024

Welcome to this week’s No Jitter Roll, our regular roundup of product news in the communication and collaboration spaces. Leading off this week, we highlight: SIPPIO and Clerk Chat’s launch of their new text messaging solution for Teams, IBM and […]

May 22, 2024

It’s been said many times that the virtual reality/augmented reality journey has been quite the roller coaster – and not necessarily one you’re experiencing while sitting at your desk and wearing a headset. I know that’s what it has felt […]

May 17, 2024

A former boss of mine had a recurring question he’d pose when we were trying to understand the impact of a particular story or trend: “If (fill in the blank) is the answer, what is the question?” It’s become easy […]

May 15, 2024

In this week’s No Jitter Midroll (NJM), we catch up on some of the Avaya news out of Avaya Engage, including Calabrio’s latest integration with Avaya; Alvaria’s expanded partnership with Avaya; Afiniti’s eXperienceAI integration into the Avaya Experience Platform (AXP); […]

May 14, 2024

This week, Avaya and the International Avaya Users Group (IAUG) are holding the annual Engage user event in Denver, CO. The conference brings Avaya stakeholders such as customers, resellers, partners, and anyone who wants to learn about the latest and […]