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Contact Center & Customer Experience

CCaaS Roundup: Zendesk Goes Private Equity; Intermedia Adds AI Feature

June 28, 2022

In this No Jitter Roll, we cover Zendesk’s acquisition deal and Intermedia’s new analytics feature, then dive into some top contact center stories...

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Contact Center & Customer Experience

Introducing the New Verint – a New Cloud Platform and More AI

Sheila McGee-Smith

June 28, 2022

The company’s focus on CX has evolved through acquisitions and a growing AI portfolio.

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Employee Experience

Invest In Your Employees and They Will Invest In You

June 27, 2022

To be happy and stay at their jobs, regardless of where they work, contact center agents require higher pay, tenure, and motivation to join the...

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Team Collaboration Tools & Workspaces

Zoom Releases ‘One’ Bundle; Slack Updates Huddles

June 24, 2022

In this No Jitter Roll, we feature the latest news from Zoom, Slack, and AWS.

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Contact Center & Customer Experience

Meeting the New CX Challenges for IT Buyers

June 24, 2022

More people outside of IT are now involved in the decision-making process for contact centers, but IT leadership is still key.

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Contact Center & Customer Experience

Talkdesk’s Experience Clouds Broaden Its Vertical Industry Focus

June 23, 2022

There are advantages to tailoring each cloud to industry-specific requirements, Talkdesk says.

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Unified Communications

Making a “Smarter” Organization: Combining UC with IoT

June 22, 2022

Integrating unified communications and the Internet of things has a significant role to play in the organization of the future. Here’s why.

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Contact Center & Customer Experience

Virtual Events in VR: The Reality

June 21, 2022

An industry analyst shares his thoughts on the VR option for NICE's recent Interactions event.

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Contact Center & Customer Experience

Cogito and CallMiner Debut Updates for Coaching Call Center Agents

June 20, 2022

Cogito's updated Emotion AI hits the Salesforce AppExchange; CallMiner adds a wellness module to its frontline agent intelligence platform.

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Contact Center & Customer Experience

3 Areas Where Digital Intelligence Aids Human Intelligence

June 20, 2022

Organizations can collect actionable insights from conversational AI to resolve complexity.

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AI & Automation

Conversational AI Helps Humans Be Human

June 16, 2022

A Red Box report on AI demonstrates the business value organizations see when machines analyze human conversation.

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Contact Center & Customer Experience

Listen Up, CX Vendors!

June 15, 2022

Here’s how customer experience leaders are making decisions—and what they want from you.

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Contact Center & Customer Experience

Dialpad Launches Ai CSAT for Customer Intelligence

Sheila McGee-Smith

June 14, 2022

The new offering democratizes artificial intelligence for a broader customer base beyond the big enterprise.

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Cloud Communications

Navigating Your Journey to the Cloud for Collaboration

Lenny Krol, Orange Business Services

June 14, 2022

You must identify business needs, strategize your delivery, and learn how to manage what will likely become hybrid multi-cloud environments.

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Contact Center & Customer Experience

The Data Challenges to Improving Customer Experience

June 10, 2022

Many contact centers are struggling to make use of their data and address customer expectations over digital channels.

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