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Tag: contact center


Modern Media, Unified communications

Assessing Gen AI’s Impact in the Contact Center, Part 2

February 16, 2024

Via: No Jitter

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 […]


Modern Media, Unified communications

Assessing Gen AI’s Impact in the Contact Center, Part 1

February 15, 2024

Via: No Jitter

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 […]


Modern Media, Unified communications

AI and CX Lead the Way for Best of Enterprise Connect

February 9, 2024

Via: No Jitter

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 […]


Modern Media, Unified communications

Performance Coaching: Transforming Quality Assurance

February 8, 2024

Via: No Jitter

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 […]


Modern Media, Unified communications

Cybersecurity Comes to Enterprise Communications

February 2, 2024

Via: No Jitter

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 […]


Modern Media, Unified communications

See the Promise and Pitfalls of AI

January 26, 2024

Via: No Jitter

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 […]


Modern Media, Unified communications

Nextiva Acquires Thrio As Way to Democratize CX with AI

January 18, 2024

Via: No Jitter

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 […]


Modern Media, Unified communications

Don’t Overlook These Considerations When Evaluating Desktops for Your Contact Center

January 17, 2024

Via: No Jitter

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. […]


Modern Media, Unified communications

How Generative AI will Improve ROI in the Contact Center in 2024

January 10, 2024

Via: No Jitter

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 […]


Modern Media, Unified communications

The Year That Was In: Generative AI for Unified Communications and Customer Experience

January 4, 2024

Via: No Jitter

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 […]


Modern Media, Unified communications

For Customer Experience, 2024 is the Banner Year for Acceptance of AI

January 2, 2024

Via: No Jitter

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 […]


Modern Media, Unified communications

The Year That Was In: Customer Experience and Contact Center

December 28, 2023

Via: No Jitter

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 […]


Modern Media, Unified communications

Ask an Analyst: Omdia’s Mila D’Antonio on Generative AI, Contact Center and Customer Experience Trends in 2023

December 19, 2023

Via: No Jitter

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 […]


Modern Media, Unified communications

The Most Significant Comms Acquisitions in 2023

December 14, 2023

Via: No Jitter

We began 2023 cautiously. The first half of this year proved to be challenging with war, high inflation and interest rates, limited access to new investment funds, and even bank failures. The world of enterprise communications was already caught up […]


Modern Media, Unified communications

No Jitter Roll: Zoom Enhances Contact Center Suite, Microsoft Copilot Goes 4 Turbo, CommBox Launches new Era AI

December 8, 2023

Via: No Jitter

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 […]


Modern Media, Unified communications

What’s Your Strategy for AI in the Contact Center?

December 8, 2023

Via: No Jitter

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 […]


Modern Media, Unified communications

At re:Invent, AWS and Capital One Shared Their Vision for Generative AI in the Contact Center

December 7, 2023

Via: No Jitter

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, […]


Modern Media, Unified communications

Generative AI Not Likely to Increase Customer Satisfaction

December 7, 2023

Via: No Jitter

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 […]


Networks & Systems

For CX Expertise, Turn to Your Enterprise Peers at EC24

December 1, 2023

Via: No Jitter

If your enterprise is using technology to transform CX—and you probably are—who better to learn from (and with) than your peers within IT organizations? That’s why I’m so excited about the CX/Contact Center track at Enterprise Connect 2024, which features […]


Networks & Systems

Using Generative AI to Improve Customer Experience

December 1, 2023

Via: No Jitter

Generative AI (gen AI) could boost customer service by improving self service, and it could boost customer service by improving live agent assistance. Chad Hamblin, Director of Business Strategy with Microsoft and Simon Bamberger, Managing Director and Partner, Boston Consulting […]