Using over 20 years of experience in communications technology as his foundation, Jeremy Duke established Synergy Research Group in 1999, and today serves as chief analyst. His expertise and ...
Today, ServiceNow announced several new agentic AI capabilities for its platform: AI Agent Studio, which allows an organization to build and customize AI agents; pre-built AI Agents designed for IT, ...
Conversational AI has been around for decades, going back to the first instances of automatic speech recognition (ASR) and natural language understanding and processing (NLU/NLP). These technologies ...
Contact center agent churn has traditionally been high. “Attrition in the US right now is about 30% on average, and that’s been pretty standard for the past seven or eight years,” said Steve Morrell, ...
Welcome to No Jitter’s Conversations in Collaboration, in which we speak with executives and thought leaders about the key trends across the full stack of enterprise communications technologies. In ...
Hannah Warfel is the Associate Editor for No Jitter; they joined the site in September 2023. They cover data management, analytics and business intelligence. They have a background in publishing and ...
Six years after the lockdown propelled the company's adoption in workplaces, Zoom continues its expansion into all facets of enterprise-level comms — as highlighted by its diverse product portfolio, ...
For years, many contact center strategies treated voice as a utility and a high-cost channel to contain. Digital self-service, chat, messaging and automation were positioned as lower-cost alternatives ...
An employee uses an unauthorized AI-enabled meeting summarizer app that stores the data it generates off-site, then pastes the transcript into a browser-based AI assistant to generate a summary of the ...
One of the primary sales pitches that CCaaS vendors give to prospective customers with customer-facing demands is that AI can be used to provide a fulfilling experience to the people who need a ...
For years, enterprises have worried about technical debt, the long-term costs created by taking shortcuts in software development. Now, thanks to the growing prevalence of generative AI applications ...
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