Tag: featured

August 4, 2021

To meet the demands of today’s customers, many contact centers are looking to cloud services as they chart their CX future. But like any technology migration, moving a contact center to the cloud is not the simple, painless process promised […]

August 3, 2021

Zoom’s plan to acquire Five9 continues to be analyzed from many angles, as highlighted in a host of articles, podcasts, and video blogs from industry analysts, summarized in this No Jitter article. Analysts have a broad view of the competitors […]

August 3, 2021

Virtual reality (VR) has been plagued for decades now by a lack of understanding about the problem it’s supposed to solve. There have been at least a few hype cycles over the last few decades, none of which resulted in […]

August 2, 2021

I recently spoke with a prospective client to get a better understanding of their customer journeys. During the conversation, it became apparent that their agents had become hamstrung by out-of-date technology and processes, coupled with a lack of integration across […]

August 2, 2021

During the latest Microsoft earnings call, Satya Nadella, chairman and CEO, announced, “We are nearly 250 million monthly active users as people use Teams each day to communicate, collaborate, and [share] content.” Nadella further noted, “We have nearly 80 million […]

July 28, 2021

Zoom’s decision to acquire CCaaS provider Five9, announced last week, has generated many conversations about the benefits of integrating the contact center with an organization’s unified communications platform. Writing for No Jitter, for example, my industry colleague, Robin Gareiss of […]

July 27, 2021

Conversational AI vendor Uniphore today announced the acquisition of Jacada, a well-established process optimization company for contact centers that has recently ventured into the area of low code/no code for contact center automation. It did not disclose financial terms or […]

July 27, 2021

We are now at the sixth usage profile in our examination of enterprise communications requirements. So far, we have examined the usage profile for field sales and services roles, production roles, retail customer-facing roles, information processing roles, and collaboration roles. […]

July 26, 2021

We’ve been hearing that there’s a generational, cultural, or even a gender gap in how people collaborate. We’ve heard that email is out and TikTok is in. I just heard from one source that all contact centers will have to […]

July 26, 2021

Last fall, looking ahead to top IT trends for 2021, Irwin Lazar, president and principal analyst at Metrigy, pointed to ideation and virtual whiteboard tools for their promise in elevating the virtual work experience. Digitizing the whiteboard isn’t a new […]