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Tag: CRM


Modern Media, Unified communications

How Wall Street Sentiment Could Shape 2024’s Tech Trends

January 22, 2024

Via: No Jitter

What really drives technology spending and technology change? Sure, network technology has changed enormously over the last fifty years. We’ve gone from a day when a data connection of 4800 bits per second was leading-edge enterprise technology, to one where […]


Modern Media, Unified communications

Don’t Overlook These Considerations When Evaluating Desktops for Your Contact Center

January 17, 2024

Via: No Jitter

Up 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

LSH Auto Taps 8×8 To Transform Customer Experience

January 10, 2024

Via: No Jitter

While business priorities ebb and flow year over year, improving customer experience (CX) comes up again year after year. Through a pandemic, social changes, climate issues, and more, CX initiatives seem to bubble to the top of every IT leader’s […]


Modern Media, Unified communications

No Jitter Roll: AI-Based Updates Debut from Kore.ai, Ada and UiPath; AMC Technology Launches CRM Integrator for Microsoft Teams

October 13, 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 availability of Kore.ai’s Voice Gateway on the Genesys AppFoundry marketplace, Ada use of generative AI in […]


Modern Media, Unified communications

Are CCaaS vendors digging their own graves with their new AI toy?

June 28, 2023

Via: No Jitter

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 […]


Modern Media, Unified communications

No Jitter Roll: Salesforce Brings Generative AI to Platform, Verint launches AI, CCaaS and Enterprise Experience, Sennheiser, Jabra and Lenovo Deliver Audio/Video Bars

June 16, 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 Salesforce’s AI Cloud solution that incorporates generative AI across its portfolio; product news from Verint which includes […]


News

Sprinklr’s Journey from Social Media Management to CCaaS Market Disruptor

June 2, 2023

Via: No Jitter

At Enterprise Connect 2023, I moderated a panel titled What Comes After CCaaS? where the issue was discussed by leaders of contact center as a service (CCaaS), workforce engagement management and CRM leaders. Less than one month later, I attended […]


Networks & Systems

TTEC Expands AI Customer Experience Solutions for Global Clients

May 3, 2023

Via: PR Newswire

TTEC Holdings, Inc. (NASDAQ:TTEC), a leading customer experience (CX) technology and services innovator for AI-enabled CX solutions, announced today an expanded suite of artificial intelligence (AI) offerings incorporating the latest in generative AI for its CX solutions. These innovative solutions […]


Networks & Systems

Why MLB turned to Adobe to Revolutionize Fan Personalization

April 10, 2023

Via: No Jitter

Major League Baseball (MLB) has a rich history as the oldest major professional sports league in the world, with a massive following of 175 million fans in the U.S. and millions more worldwide. MLB boasts 100 million tickets sold annually, […]


Modern Media, Unified communications

CX Outlook and Predictions for 2023

January 3, 2023

Via: No Jitter

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 […]


Modern Media, Unified communications

CCaaS Migration Success: 6 Considerations Before Selecting a Service

December 29, 2022

Via: No Jitter

IT professionals who are migrating contact centers from on-prem to the cloud have a series of weighty decisions to make, from determining the best contact-center-as-a-service (CCaaS) product to preparing for the migration itself. If they don’t do this prep work, […]


Modern Media, Unified communications

In Times of Economic Uncertainty, Invest in CX Technologies

December 26, 2022

Via: No Jitter

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 […]


Modern Media, Unified communications

2023 Is a Year to Streamline and Integrate

December 14, 2022

Via: No Jitter

Three years in, it’s hard to recall the early days of the pandemic, when the sudden need to support remote work on a mass scale resulted in the proliferation of collaboration, mobile deployments, expanded VPNs and expansion of wide area […]


Modern Media, Unified communications

Listen Up, CX Vendors!

November 23, 2022

Via: No Jitter

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 […]


News

Calabrio Adds WEM Luminary Jim Davies as CXO

November 9, 2022

Via: No Jitter

Calabrio will announce later today that Jim Davies, the former Gartner analyst “who helped define and nurture the market segments for workforce optimization (WFO), workforce engagement management (WEM), and voice of the customer (VoC) solutions,” has joined workforce performance company […]


Modern Media, Unified communications

More CCaaS Competition Means Tougher Customer Choices

November 1, 2022

Via: No Jitter

Pity the poor contact center vendors—they have it rough, with competitors coming at them from all sides. It’s becoming increasingly difficult to maintain their market positions in the face of increasing competition. While challenging for the vendors, this increased competition […]


Modern Media, Unified communications

CX in the New Era: NICE Introduces Suiteform

October 17, 2022

Via: No Jitter

If you are in the customer experience business and pay any attention to social media, you no doubt are aware that NICE held its annual industry analyst meeting in Marrakech, Morocco last week. In addition to a spectacularly memorable locale, […]


Modern Media, Unified communications

Cisco Looks to Embedded Apps to Drive Its Platform Advantage

August 1, 2022

Via: No Jitter

Over the past few years, Cisco has been pivoting Webex from being a product to a platform. In communications, at a most basic level, platform means having a communications platform as a service (CPaaS) back end that the vendor can […]


Modern Media, Unified communications

Microsoft Digital Contact Center Platform: A Work in Progress

July 25, 2022

Via: No Jitter

On Tuesday, July 19, Microsoft introduced the Microsoft Digital Contact Center Platform during its annual partner event, Microsoft Inspire. My thoughts here are based on reading the announcement blog post and watching two Inspire sessions on the new solution. The […]


Modern Media, Unified communications

SMBs Embrace UCaaS Integration to Outsmart Competitors

July 7, 2022

Via: No Jitter

Imagine—you’re a new team member at a small or medium-sized business (SMB). You’ve recently realized a bummer: That new staple of your workflow—your new company’s customer relationship management (CRM) tool—lacks integrated unified communications as a service (UCaaS). Anxiety would grip […]