Tag: contact center

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 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 […]

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 6, 2024

Given how enterprises feel about the importance of customer experience management (CEM), and given the current obsession with AI, it’s no surprise that most enterprises say there’s a role for AI in CEM. The problem is that while over 90% […]

March 12, 2024

One of the biggest selling points of artificial intelligence (AI) is cost savings—and that savings involves automating functions that humans previously handled. In the contact center, AI cost savings translates into compensation reduction, as agents become more efficient with interactions […]

February 22, 2024

If you are like me, you walk the exhibit hall at Enterprise Connect with a plan of the booths you definitely want to visit – to see a demo, visit with a solution provider or talk to an expert. Along […]

February 16, 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 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 8, 2024

It is widely recognized that customer experiences (CX) and employee experiences (EX) are interrelated and can significantly impact business performance. In 2024, customer service leaders will continue to prioritize improving employee performance and development. One effective way to do this […]

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 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 17, 2024

Up until recently, most contact centers either used the customer relationship management (CRM) application for agent desktops or they relied on the embedded desktop that came with their contact center software. However, modern customer service operations demand richer, customizable workspaces. […]

January 10, 2024

With the economic soft-landing set to continue in early 2024, the time is now for businesses to act quickly to ensure long-term success. To thrive, companies need to find ways to save money while not compromising quantity and quality of […]

January 4, 2024

To help frame No Jitter’s year-end 2023 retrospective coverage, No Jitter (NJ) created a word cloud from the weekly No Jitter Roll (NJR) articles – as shown in the following graphic. As the word frequency list shows, “AI” was used […]

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 28, 2023

Although 2023 may have been dominated by a deluge of generative AI product announcements, the year also witnessed big news regarding Avaya, the overall move toward cloud-based platforms and the increasing emphasis on employee experience. BIG STORY #1: AVAYA NEWS […]

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 […]