No Jitter

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What Does Amazon Q Bring to Amazon Connect?

Sheila McGee-Smith

December 01, 2023

Amazon Q in Amazon Connect can best be thought of as the next generation of Amazon Connect Wisdom, using generative AI to give agents suggested responses, next best actions and links to relevant...

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No Jitter Roll: At re:Invent 2023, AWS Reinvigorates Its Platform with Generative AI, New Hardware and New Integrations

Matthew Vartabedian

December 01, 2023

At re:Invent 2023, AWS made more than 9 announcements directly relevant to enterprise communications, collaboration and the contact center, not the least of which was the integration of generative AI...

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Using Generative AI to Improve Customer Experience

Matthew Vartabedian

December 01, 2023

Microsoft and Boston Consulting Group provide some insights on how generative AI-powered contact center solutions can improve customer experience and help agents become more efficient. The key is...

News & Views

No Jitter Roll: An Observability Platform for Contact Centers, a Teams-Certified Speaker Bar and a Contact Center Automation Solution

Matthew Vartabedian

December 01, 2023

Operata Launches Tenor AI, Nureva Debuts Teams-certified Large Room Bar, Ooma Backs Up POTS, Intradiem's Solutions Available on Genesys AppFoundry, Cyara Buys QBox

For CX Expertise, Turn to Your Enterprise Peers at EC24

Eric Krapf

December 01, 2023

A full slate of practitioners will be on hand to guide you through the trends transforming customer experience.

Everyone Thinks AI Will Change Communications Tech – And Understanding How Is Key

Jon Arnold

November 30, 2023

A fall spent traveling among nine diverse industry events shows a communications industry on the brink of tremendous transformation and acutely aware that they need to understand their customers’ needs.

Meta + Microsoft – The Formula for VR Success in Business?

Tom Brannen

November 29, 2023

By providing gateway experiences to virtual workspaces and the promise of admin tools, the two companies may yet pull the enterprise into the Metaverse.

How AI Will Take Calls Away from the Call Center

Tom Nolle

November 22, 2023

There are already multiple initiatives aimed at linking AI chatbots with AI personal assistants. Prepare for a future of assistant-linked support – one that omits humans from the communications entirely.

New Avaya Hires Add Cloud, Acquisitions, Engineering Depth to Executive Team

Dave Michels

November 21, 2023

Since August 2022, Avaya has experienced tremendous change but is likely past the worst of it. What’s emerging now is an implausibly different company

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