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Tag: contact center


Modern Media, Unified communications

No Jitter Roll: Verizon Adds AI-Powered Tools to Its Virtual Contact Center

January 12, 2023

Via: No Jitter

Welcome to this week’s No Jitter Roll, our regular roundup of product news in the communication and collaboration spaces. In our second edition of 2023, Verizon expands customer options with new tools for its virtual contact center, and Windstream bolsters […]


Modern Media, Unified communications

Contact Center: How 2022 Developments Will Shape 2023

January 3, 2023

Via: No Jitter

Happy New Year! As I contemplate what 2023 portends from a contact center and customer experience perspective, reflecting on the highlights of 2022 is in order. In the past twelve months, three industry developments occurred that will shape how vendors […]


Modern Media, Unified communications

CX Outlook and Predictions for 2023

January 3, 2023

Via: No Jitter

Business leaders are wise to the importance of customer satisfaction, and it shows in their 2023 spending plans. More companies plan to increase their spending on customer engagement technologies than any other technology segment measured in Metrigy’s 2023 Technology Spending […]


Modern Media, Unified communications

In Times of Economic Uncertainty, Invest in CX Technologies

December 26, 2022

Via: No Jitter

Going by the classic definition of a recession — two consecutive quarters of negative GDP growth — the U.S. is now in a recession. Recessions typically necessitate a re-evaluation of spending and growth plans, and in years past, it meant […]


News

Avaya Teeters Closer to Chapter 11 on Bad Financial News

December 16, 2022

Via: No Jitter

Avaya shared several negative financial indicators this week, potentially moving closer to its second bankruptcy in six years. The Wall Street Journal reported that the company has reviewed restructuring offers from different creditor groups. Apollo Global Management’s proposal would reduce […]


Modern Media, Unified communications

Want a Successful CCaaS Migration? Invest in Agent Training

December 14, 2022

Via: No Jitter

When thinking about all the work that goes into making any large (or small) change to an enterprise’s technology stack, one expression comes to my mind — it takes a village. While the final purchase decision is often made by […]


Modern Media, Unified communications

Contact Center Expectations at Enterprise Connect 2023

December 2, 2022

Via: No Jitter

The big news in contact centers this week is that Frontier Airlines has, as a company spokesperson told The Verge, “transitioned to fully digital communications,” or in other words, discontinued phone-based customer service support. Most communications industry analysts and observers […]


News

Amazon Connect at re:Invent 2022

December 1, 2022

Via: No Jitter

Since Amazon Web Services launched its contact center solution, Amazon Connect, in March 2017, the company’s annual conference, AWS re:Invent, has been an opportunity to include new Amazon Connect feature and capabilities announcements in its product news roll-outs. In a […]


Modern Media, Unified communications

6 Benefits of Moving Your Contact Center to the Cloud

November 28, 2022

Via: No Jitter

The contact center market is undergoing a seismic shift as more enterprises look to move their on-premises contact centers to a public, cloud-hosted environment. Driving this decision is the decreasing lifetime value of customers coined by their demand for more […]


Modern Media, Unified communications

Listen Up, CX Vendors!

November 23, 2022

Via: No Jitter

As the number of customer experience (CX) technology options increases, the buying process has become more complex—particularly in large companies. A growing number of people within the company have a vested interest in CX platforms, applications, and customizations. As a […]


Modern Media, Unified communications

Contact Center Agents and AI: The Ultimate Power Couple

November 21, 2022

Via: No Jitter

Like other contact center vendors, Talkdesk is incorporating artificial intelligence (AI) into its contact center as a service (CCaaS) offerings. Although 84% of contact center organizations expect their spending to increase in 2025 compared to 2021, these same organizations are […]


Modern Media, Unified communications

Zoomtopia 2022 Final Thoughts: Zoom Sets Up Further Growth

November 15, 2022

Via: No Jitter

Zoomtopia 2022 is now in the books, and it was nice to see the event run in a hybrid format with an in-person component after two years of being virtual only. Beyond the return of an in-person event, it’s hard […]


Modern Media, Unified communications

Vendors Use AI to Boost Customer Experience in the Contact Center

November 15, 2022

Via: No Jitter

For analysts, the past few weeks have been a blur of industry events, and our travel schedules have never been busier. Vendors are trying to make up for lost time after a three-year hiatus from in-person events, and every week […]


Modern Media, Unified communications

5 Contact Center Lessons for Combatting High Turnover

November 14, 2022

Via: No Jitter

Your organization, if it’s like most, has been fighting what feels like a losing battle to hold onto employees—a battle that’s intensified during the COVID-19 pandemic. To help you reverse the tide, [24]7.ai commissioned Opus Research to explore the topic […]


Modern Media, Unified communications

The Future of CX: Turn Actionable Data into Knowledge

November 10, 2022

Via: No Jitter

Juanita Coley, CEO and founder of Solid Rock Consulting and No Jitter contributor, took center stage at Zoomtopia this week during her session, “The Future of Customer Experience.” Accompanying Coley during her panel discussion were Ted Yoshikawa, head of product […]


Modern Media, Unified communications

Boost Customer Engagement By Using Analytics

November 9, 2022

Via: No Jitter

Sheila McGee-Smith, president and principal analyst, McGee-Smith Analytics and No Jitter contributor, recently spoke with Abby Monaco, senior product marketing manager, NICE CXone, during a NICE Talk titled “How to Surprise Your Customers: Analytics in the World of Digital Engagement” […]


Modern Media, Unified communications

Contact Center Knowledge Management: How to Select Vendors

October 18, 2022

Via: No Jitter

Knowledge management (KM) is the brain behind contact center customer service, without which customer service will be clueless. While KM has been around for a while, it’s experiencing a resurgence due to technology innovation, the evolution of best practices for […]


News

A First Look at Enterprise Connect 2023

October 14, 2022

Via: No Jitter

This week, we’ve officially launched Enterprise Connect 2023 registration as well as details on programming — and I’m incredibly excited about what we’ve put together and everything that’s still to come as we roll out plans for the event, which […]


Modern Media, Unified communications

6 Benefits of Moving Your Contact Center to the Cloud

October 12, 2022

Via: No Jitter

The contact center market is undergoing a seismic shift as more enterprises look to move their on-premises contact centers to a public, cloud-hosted environment. Driving this decision is the decreasing lifetime value of customers coined by their demand for more […]


Modern Media, Unified communications

Zoom Shares September 2022 Update; Dialpad Adds AI Agent Tools

September 30, 2022

Via: No Jitter

Welcome to the No Jitter Roll, the regular round-up of news about the communications and collaboration industry. Today, we’re recapping Zoom’s September, looking at AI-based contact center capabilities from Dialpad, and wrapping up with a co-browsing feature for GoTo’s contact […]