Tag: contact center

August 15, 2023

No Jitter (NJ): You integrated ChatGPT into your SmartAgent solution. Could you start with some background on IntelePeer and then move into why that integration is significant? Frank Fawzi: So, we’ve been in business for over 20 years, rapidly growing […]

August 11, 2023

The news about Zoom requiring some of its workers to come back to the office makes for an easy gotcha, the kind that many media outlets find hard to resist. The article linked in the previous sentence is far from […]

August 10, 2023

At the Zoom analyst event in Palo Alto, California, on August 2 – 3, the company described how it plans to embrace artificial intelligence (AI) across its product portfolio, which ranges from Zoom Meetings, Phone, Chat, and Contact Center to […]

August 9, 2023

Welcome to the third of our Conversations in Collaboration. We began with Cisco’s Lorrissa Horton, who talked about the company’s approach to data security in AI. No Jitter (NJ) then spoke with Google Cloud’s Behshad Behzadi who spoke about the […]

August 7, 2023

Artificial intelligence is fast becoming must-have technology for any successful customer engagement strategy. As our research shows, the documented improvements derived from the different types of AI (as shown in the following graph) are dramatically transforming how efficiently companies serve […]

August 4, 2023

We’ve been talking about integrating UC and contact center functionality for a long time now. Years ago, at Enterprise Connect we used to call it, “The company as contact center,” and the idea was that every knowledge worker could potentially […]

July 31, 2023

At Avaya Engage, I had the opportunity to meet with two of Avaya’s strategic partners, two names I keep hearing about: Journey and Cognigy. Both exhibited at the Avaya Engage conference last month and presented in the analyst track. Each […]

July 11, 2023

At Customer Contact Week 2023, AWS held workshops, sessions, demos, and a mainstage panel to help our customers solve their most pressing challenges. Many businesses don’t have the resources to deal with predicting contact volume, managing annual licenses, reducing agent […]

June 30, 2023

The term contact center often evokes thoughts of a large office building, rows of desks, and agents lined up one-by-one answering an endless barrage of customer calls. While agents are still the heart of an organization’s customer service, the customer […]

June 28, 2023

Peugeot 208 GTi or a Mini Cooper S? Which one would you drive? It’s the same engine in both cars but, as long as that engine has got the right bits doing the right thing very few people care. There […]

June 22, 2023

At its recent Interactions customer and partner event in New York City, NICE made several announcements, not all of which made the main stage keynotes or press releases. At the event, I learned about its plan to democratize transcription by […]

June 21, 2023

Generative AI has dominated the headlines in 2023, but at the core of all contact experience operations remains the contact center platform. The contact center platform market has been undergoing a transition from dedicated platforms that are owned and operated […]

June 9, 2023

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 generative AI-powered solutions for summarization and insight introduced by Dubber and Glean, as well as some […]

May 31, 2023

Generative artificial intelligence (AI) is revolutionizing many aspects of business operations, particularly in customer service. The use of bots to handle high-frequency, low-complexity tasks is well-established. Generative AI is impacting the role of customer service agents, challenging the belief that […]

May 26, 2023

Generative AI is already being used in contact centers today, with more use cases emerging rapidly. For now, at least, these use cases seem weighted toward assisting agents, rather than customer-facing scenarios. Still, the lure of agent replacement may be […]

May 19, 2023

Zoom this week announced a partnership with artificial intelligence system developer Anthropic. As part of the partnership, Zoom will invest in Anthropic and collaborate with the company to improve Zoom’s use of AI. The exact amount Zoom Ventures invested in […]

May 11, 2023

I rarely write about the contact center business, as my practice focuses on the other part of the enterprise communications infrastructure, the various systems our employees use to communicate among themselves and with the outside world. When it comes to […]

May 9, 2023

SharpenCX, a unified contact center platform company, today announced it has completed the acquisition of Webtext, an omnichannel messaging solution. With the acquisition, SharpenCX broadens its mission to offer innovative digital engagement options for on-premises contact centers, including webchat and […]

March 15, 2023

With a reported 280 million monthly active users of Microsoft Teams, it is no surprise that there are multiple sessions at Enterprise Connect 2023 focusing on using Microsoft Teams to deliver increased business value for your organization. Enterprise Connect is […]

March 3, 2023

Right up front, let me say that I understand why contact centers exist. But I dislike them intensely. In fact, to me, contact centers, although often providing an acceptable level of service at a higher level of efficiency than traditional […]