December 1, 2023
Via: No JitterIf 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 […]
December 1, 2023
Via: No JitterGenerative 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
November 20, 2023
Via: No JitterIn 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 […]
November 17, 2023
Via: No JitterSo 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
November 14, 2023
Via: No JitterDuring 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
November 10, 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: 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
November 3, 2023
Via: Telecom RamblingsThe 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
October 27, 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, NJR highlights: the major news out of WebexOne, which included the Webex’s pervasive AI strategy and new contact center […]
Modern Media, Unified communications
October 26, 2023
Via: No JitterToday 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
October 20, 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, 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
October 11, 2023
Via: No JitterAs 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
October 5, 2023
Via: No JitterKnowledge 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
October 4, 2023
Via: No JitterAt 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
October 4, 2023
Via: No JitterAs 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
October 3, 2023
Via: No JitterToday, 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 […]
September 28, 2023
Via: No JitterWelcome 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 […]
August 25, 2023
Via: No JitterExperts 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
August 23, 2023
Via: No JitterDigitization 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
August 21, 2023
Via: No JitterWhen 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
August 16, 2023
Via: No JitterAt 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 […]