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Conceptual illustration of AI for social networking

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AI & Automation

No Jitter Roll: Kore.ai Launches AI Products, NinjaTechAI Enhances SuperGPT AI Assistant, and HARMAN Announces ForecastGPT

Hannah Warfel

September 06, 2024

Also, Cognite launches a new AI definitive guide and RUCKUS and Nokia partner for AI-driven Wi-Fi/fiber solution.

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Contact Center & Customer Experience

No Jitter Midroll: Amazon Connect Brings Gen AI-powered Summaries to Agent Workflow

Matt Vartabedian

July 22, 2024

Amazon Connect’s Contact Lens now provides generative AI-powered after contact summaries to agents immediately after the interaction ends.

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Privacy & Compliance

How the U.S. Supreme Court’s Decisions Impact Enterprise Communications

Martha Buyer

July 22, 2024

Two new verdicts could move technical decisions and implementation away from those who know the policies best, and lengthens the time it will take to...

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AI & Automation

No Jitter Roll: Salesforce Releases Einstein Service Agent, Kore.ai Launches GALE

Hannah Warfel

July 19, 2024

Also, ConductorOne releases its helpdesk automation, CallRail launches an AI-powered Convert Assist, and Omilia launches Pathfinder.

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Employee Experience

Summertime, and the Zooming Is Easy

Lisa Schmeiser

July 19, 2024

The flexible workplace has been great for employees’ perceptions of greater work-life balance – but there’s something to be said for completely...

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News & Views

Pay Down Your Technical Debt Before Implementing Gen AI

Matt Vartabedian

July 18, 2024

Scaling Gen AI requires a solid foundation, or it won’t work as expected. Modernization is necessary and technical debt is one of the biggest...

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Employee Experience

AI in the Enterprise – Are We Missing the Best Use Case of All?

Jon Arnold

July 17, 2024

Enterprise vendors have an opportunity to seize a strategic advantage by offering AI-driven products aimed at workplace strategy.

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Contact Center & Customer Experience

Big News from Avaya -- With Some Bigger Questions

Zeus Kerravala

July 16, 2024

Customers should expect no disruption in their relationship with Avaya, including product roadmap, sales relationships, or service. What remains to...

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AI & Automation

No Jitter Roll: AWS Climbs to New Heights with Gen AI Updates, Zoom Automates Workflows, Sennheiser Debuts Zoom Room Certified Bars and Avaya's CEO to Retire

Matt Vartabedian

July 12, 2024

At its New York Summit AWS announces multiple Gen AI updates, Zoom launches a workflow builder while Sennheiser launches Zoom-certified TeamConnect...

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Customer Experience

How Cloud Security Impacts Customer Experience

Tom Nolle

July 12, 2024

Just as “web development” has traditionally used different techniques and people versus mainstream programming, what we’ve learned in the data center...

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Future of Work

How Will Every Company Invest Its AI Time Savings?

Lisa Schmeiser

July 11, 2024

If AI tools do eventually help automate workers’ tasks and shave time off the stretch from assignment to deliverable, managers have a choice: they...

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Contact Center & Customer Experience

Avaya Transformation: Are We There Yet?

Dave Michels

July 11, 2024

Big Avaya news: Alan Masarek, President and CEO for its transformation, retires. Patrick Dennis, current Chairman of the Board, takes over.

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Customer Experience

CX Doesn’t Matter

Dave Michels

July 10, 2024

Many companies are not really asking themselves how to improve their customer service. Rather, they’re engaging in active experiments to figure out...