Modern Media, Unified communications
March 12, 2024
Via: No JitterOne 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 […]
Modern Media, Unified communications
February 22, 2024
Via: No JitterIf 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 […]
Modern Media, Unified communications
February 16, 2024
Via: No JitterWelcome 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
February 15, 2024
Via: No JitterWelcome 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
February 9, 2024
Via: No JitterThe 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
February 8, 2024
Via: No JitterIt 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
February 2, 2024
Via: No JitterCommunications 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
January 26, 2024
Via: No JitterOn 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
January 18, 2024
Via: No JitterNextiva, 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
January 17, 2024
Via: No JitterUp 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
January 10, 2024
Via: No JitterWith 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
January 4, 2024
Via: No JitterTo 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
January 2, 2024
Via: No JitterWith 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
December 28, 2023
Via: No JitterAlthough 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
December 19, 2023
Via: No JitterAs 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
December 14, 2023
Via: No JitterWe 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
December 8, 2023
Via: No JitterWelcome 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
December 8, 2023
Via: No JitterIf 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
December 7, 2023
Via: No JitterGenerative 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
December 7, 2023
Via: No JitterThere’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 […]