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Tag: contact center


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 […]


Modern Media, Unified communications

Bringing conversational AI Into Your Business: Strategies for Quick, Efficient and Affordable Implementations

November 20, 2023

Via: No Jitter

In the conversations I have with customers, channel partners, and colleagues, the subject of Artificial Intelligence almost always comes up, especially conversational AI. There are good reasons behind this. AI is perhaps the most exciting innovation to enter the market […]


Networks & Systems

Agents and Bots: Each Helping Improve the Other?

November 17, 2023

Via: No Jitter

So much of the conversation around Generative AI in the contact center pits agents against bots and other AI-driven features. But what if a bot turned out to be an agent’s best friend, and vice versa? That was one of […]


Modern Media, Unified communications

CX Takes Center Stage During this Fall’s Conference Schedule

November 14, 2023

Via: No Jitter

During the month of October I attended three different industry/analyst conferences – Zoomtopia, NICE Industry Analyst Summit, and Cisco WebexOne. I quickly noticed several similar themes at these conferences: Contact center/CX takes center stage AI assistants, copilots, companions are here […]


Modern Media, Unified communications

No Jitter Roll: Generative AI Leads This Week with Updates from Cresta, Omilia, CallMiner and Marchex

November 10, 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: Cresta leverages generative AI to improve business outcomes, provide in-conversation agent assistance and rules-based triggering for contact center events. […]


Modern Media, Unified communications

AI for the Telecoms Contact Center: Think Marathon, not Sprint

November 3, 2023

Via: Telecom Ramblings

The current incarnation of AI is the biggest tech breakthrough since the Internet. So far, we’ve only seen the tip of the iceberg. Big data and expanded computing power have paved the way for a new artificial intelligence (AI) whose […]


Modern Media, Unified communications

No Jitter Roll: A Bevy of AI and Contact Center News out of Cisco Webex, Mutare’s “Firewall for Voice” Now on Webex App Hub, Dialpad Launches Custom Ai Playbooks, GoTo Debuts Many Product Updates

October 27, 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, NJR highlights: the major news out of WebexOne, which included the Webex’s pervasive AI strategy and new contact center […]


Modern Media, Unified communications

Cisco Webex Expands Contact Center Portfolio

October 26, 2023

Via: No Jitter

Today at WebexOne, Cisco detailed the Webex AI Assistant capabilities to be included within Webex Contact Center and Webex Suite for paying customers. It also two new tiers called Customer Experience (CX) Basic and CX Essentials. Prior to this announcement, […]


Modern Media, Unified communications

No Jitter Roll: Invoca Launches Custom AI Models, Verint’s New Bot Redacts PII, Logitech’s Headset Offers Heightened Call Clarity, and LeapXpert Unifies Communication Apps

October 20, 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, NJR highlights: Invoca’s custom AI model creation tool for the contact center, Verint’s new bot which automatically redacts PII, […]


Modern Media, Unified communications

Master the Communications Details That Make Up the Big Picture

October 11, 2023

Via: No Jitter

As our industry gears up for the 2024 conference season it is always interesting to see what is on the list of the upcoming “hot” topics. As Eric Krapf gets the ball rolling with Enterprise Connect 2024,) our interest is […]


Modern Media, Unified communications

What You Should Know About AI and Knowledge Management in the Contact Center

October 5, 2023

Via: No Jitter

Knowledge and knowledge management platforms are key building blocks for AI systems and applications such as customer self-service, agent assistance, chatbots, virtual agents, and many more. AI, bots, and automation depend on having the correct knowledge to extract in context […]


Modern Media, Unified communications

Zoomtopia Session Posits CCaaS and UCaaS Are Better Together

October 4, 2023

Via: No Jitter

At Zoomtopia 2023 during the session “All You Need To Know About The Next-Generation Contact Center,” Andrew Lindley, CIO of global payroll services company Vensure Employer Solutions, joined Zoom’s global head of contact center solution engineering Amy Roberge and Adrian […]


Modern Media, Unified communications

Mitel Enhances its Contact Center Capabilities

October 4, 2023

Via: No Jitter

As most of us know by now, contact centers and customer experience (CX) have become the cool kids on the block –many unified communications (UC) vendors have either pivoted to focus more on their contact center offerings or have been […]


Modern Media, Unified communications

Zoom Unveils Docs, Upgrades Contact Center Offerings

October 3, 2023

Via: No Jitter

Today, Zoom used Zoomtopia 2023 event to announce new innovations that strengthen its core business and enable Zoom’s continued expansion into the contact center business. The lead item was the unveiling of a product that Zoom CEO had hinted at […]


Networks & Systems

Number of the Month: 70% of contact center managers believe AI will mean there will be more agents in the next 10 years

September 28, 2023

Via: No Jitter

Welcome to No Jitter’s Number of the Month, where we dig deeper into the research and data that’s shaping the communications technology industry. This month, we look at Calabrio’s State of the Contact Center 2023: Activating the Agent of the […]


News

Will the Hybrid Work Wars Wind Down?

August 25, 2023

Via: No Jitter

Experts and industry observers have been reluctant to “call” the return to office (RTO) battle, which is not surprising considering all of the back-and-forth and false starts we’ve experienced over the last three years. So when a well-known researcher declares […]


Modern Media, Unified communications

How AI Can Transform CX in Vertical Industry Use Cases

August 23, 2023

Via: No Jitter

Digitization has led to an evolution in customer expectations. They demand real-time interactions, smooth transitions, and personalized solutions across different platforms and industries. This has put communications platforms at the center of many organizations’ digital transformation strategies. One of the […]


Modern Media, Unified communications

AI-Enabled Chatbots & Virtual Assistants Show Promise, but Have a Ways to Go

August 21, 2023

Via: No Jitter

When customer experience (CX) leaders or consumers talk about AI in customer service, chatbots are at the forefront of the discussion. But chatbots aren’t producing the success metrics they should be—at least not yet. Chatbots and voicebots interact with customers […]


Modern Media, Unified communications

Avaya is Back

August 16, 2023

Via: No Jitter

At its Engage event in June, Avaya declared customer experience (CX) its North Star after emerging from Chapter 11 bankruptcy in May. The company shared its strategy for winning in the CX marketplace and providing its premises-based PBX and contact […]