Tag: contact center

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 […]

February 24, 2023

This lengthy Wall Street Journal article (subscription required) got a fair amount of attention last week for the picture it painted of a sometimes-fraught relationship between contact center agents and the AI-based systems they interact with in the course of […]

February 22, 2023

Individually, Unified Communications as a Service (UCaaS) and Contact Centers as a Service (CCaaS) are hot topics in the enterprise communications space.Put them together and they become even hotter: integrated UCaaS and CCaaS offerings are all the rage thanks to […]

February 21, 2023

The world of work continues to change, presenting businesses with many new challenges and opportunities. Cultural shifts and changing work styles are moving us into an era of “Great Experimentation” as organizations look for new and digital-first ways to improve […]

February 16, 2023

This week, RingCentral and Amazon Web Service (AWS) announced a strategic agreement where the latter will offer RingCentral MVP and RingCentral Contact Center to its customers. This adds to the long list of partnerships that RingCentral has, but AWS is […]

January 12, 2023

Welcome to this week’s No Jitter Roll, our regular roundup of product news in the communication and collaboration spaces. In our second edition of 2023, Verizon expands customer options with new tools for its virtual contact center, and Windstream bolsters […]

January 3, 2023

Business leaders are wise to the importance of customer satisfaction, and it shows in their 2023 spending plans. More companies plan to increase their spending on customer engagement technologies than any other technology segment measured in Metrigy’s 2023 Technology Spending […]

January 3, 2023

Happy New Year! As I contemplate what 2023 portends from a contact center and customer experience perspective, reflecting on the highlights of 2022 is in order. In the past twelve months, three industry developments occurred that will shape how vendors […]

December 26, 2022

Going by the classic definition of a recession — two consecutive quarters of negative GDP growth — the U.S. is now in a recession. Recessions typically necessitate a re-evaluation of spending and growth plans, and in years past, it meant […]

December 16, 2022

Avaya shared several negative financial indicators this week, potentially moving closer to its second bankruptcy in six years. The Wall Street Journal reported that the company has reviewed restructuring offers from different creditor groups. Apollo Global Management’s proposal would reduce […]

December 14, 2022

When thinking about all the work that goes into making any large (or small) change to an enterprise’s technology stack, one expression comes to my mind — it takes a village. While the final purchase decision is often made by […]

December 2, 2022

The big news in contact centers this week is that Frontier Airlines has, as a company spokesperson told The Verge, “transitioned to fully digital communications,” or in other words, discontinued phone-based customer service support. Most communications industry analysts and observers […]

December 1, 2022

Since Amazon Web Services launched its contact center solution, Amazon Connect, in March 2017, the company’s annual conference, AWS re:Invent, has been an opportunity to include new Amazon Connect feature and capabilities announcements in its product news roll-outs. In a […]

November 28, 2022

The contact center market is undergoing a seismic shift as more enterprises look to move their on-premises contact centers to a public, cloud-hosted environment. Driving this decision is the decreasing lifetime value of customers coined by their demand for more […]

November 23, 2022

As the number of customer experience (CX) technology options increases, the buying process has become more complex—particularly in large companies. A growing number of people within the company have a vested interest in CX platforms, applications, and customizations. As a […]

November 21, 2022

Like other contact center vendors, Talkdesk is incorporating artificial intelligence (AI) into its contact center as a service (CCaaS) offerings. Although 84% of contact center organizations expect their spending to increase in 2025 compared to 2021, these same organizations are […]

November 15, 2022

For analysts, the past few weeks have been a blur of industry events, and our travel schedules have never been busier. Vendors are trying to make up for lost time after a three-year hiatus from in-person events, and every week […]

November 15, 2022

Zoomtopia 2022 is now in the books, and it was nice to see the event run in a hybrid format with an in-person component after two years of being virtual only. Beyond the return of an in-person event, it’s hard […]

November 14, 2022

Your organization, if it’s like most, has been fighting what feels like a losing battle to hold onto employees—a battle that’s intensified during the COVID-19 pandemic. To help you reverse the tide, [24]7.ai commissioned Opus Research to explore the topic […]

November 10, 2022

Juanita Coley, CEO and founder of Solid Rock Consulting and No Jitter contributor, took center stage at Zoomtopia this week during her session, “The Future of Customer Experience.” Accompanying Coley during her panel discussion were Ted Yoshikawa, head of product […]