Tag: CRM

February 21, 2024

In the first part of this series, we explored the critical capabilities of a modern contact center desktop and summarized the five main technology options — CCaaS built-in workspaces, specialized desktops, CRM applications, event-driven frameworks, and web development frameworks. In […]

February 21, 2024

In aviation the copilot, more formally the “first officer”, is the second in command to the captain, or pilot, of the aircraft. The copilot is not an apprentice; they are a fully trained professional pilot who shares the flying duties […]

January 22, 2024

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 […]

January 17, 2024

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. […]

January 10, 2024

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 […]

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

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

June 2, 2023

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 […]

May 3, 2023

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 […]

April 10, 2023

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, […]

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 […]

December 29, 2022

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, […]

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 14, 2022

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 […]

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 9, 2022

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 […]

November 1, 2022

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 […]

October 17, 2022

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, […]

August 1, 2022

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 […]