How OpenAI Could Shape the Next Wave of Collaborative Platforms
The basic functionality of collaboration platforms hasn’t fundamentally changed since the pandemic started. These platforms enable video conferencing with desktop sharing and text chat, which added up...
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No Jitter Roll: SIPPIO Announces CX Enhancements to Teams, InMoment Releases...
Welcome to this week’s No Jitter Roll, our regular roundup of product news in the communication and collaboration spaces. This week, we highlight SIPPIO’s new CX enhancements to Microsoft Teams,...
View Article7 innovative ways to modernize your IVR
A company’s interactive voice response (IVR) is the first point of contact for callers. Done right, an IVR system can help build stronger customer relationships and reduce user frustration. In fact,...
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Conversations in Collaboration: Omdia’s Bradley Shimmin on AI Factories –...
There’s a new entrant in the cohort of AI-related terms and acronyms – “AI Factory.” The term does not refer to the use of AI in manufacturing facilities, nor does it refer to a factory in which AI...
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Generative AI Security and Compliance Concerns Growing
AI, specifically generative AI, has captured much of the attention of the collaboration and communications world over the last two years or so. Almost every vendor in the market now has a generative AI...
View ArticleCan AI Save the Metaverse?
“And God said, ‘Let there be light,’ and there was light” – Genesis 1:3 In my last No Jitter post, I commented that the journey of augmented and virtual reality had been a roller coaster and even went...
View ArticleConnected Workspaces Getting Smarter and Smarter
It’s not enough for a workspace platform to foster the ability to work collaboratively; it must also offer its users the ability to manage that work within the platform. Vendors are shaping their...
View ArticleRIP, Desktop Computing as a Metaphor
Any casual computer history fan will know that the desktop computing metaphor sprang from Xerox PARC in the 1970s, and the great leap of insight it embodies is taking one model of working that people...
View ArticleIntegrating Conversational User Interfaces Drives Efficiency, Customer...
Businesses are more regularly implementing AI-based chatbots and conversational user interfaces (CUIs) to manage many aspects of an organization, often addressing customer service needs. Chatbots in...
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No Jitter Roll: Microsoft’s Copilot-Driven Dynamic 365 Contact Center Now...
Welcome to this week’s No Jitter Roll, our regular roundup of product news in the communication and collaboration spaces. Leading off this week, we highlight: Microsoft Dynamic 365 Contact Center...
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Shape Your CX Roadmap With These Eight Steps
The impetus to evaluate what AI, and GenAI in particular, can do for customer service operations remains at an all-time high. Yet, organizations are grappling with the disconnect between vendors'...
View ArticleMaking Self Service a Win-Win for Businesses and Customers
There’s no denying the role of good customer service, including self-service. And both customers and organizations may actually prefer a self-service option: in many situations, consumers opt for...
View ArticleMicrosoft Copilot Compared to Apple Intelligence – What You Need to Know
For the millions of organizations that rely on Microsoft Office 365 for productivity, Microsoft Copilot is likely to be used by some, but not all, of their users. Many of these users are also likely to...
View ArticleCX Doesn’t Matter
Over the past few years, contact center vendors have mostly shifted their messaging from the technologies (ACD, routing, IVR, omnichannel, IVA, WEM, etc.) to customer experience, or CX. Outcome-focused...
View ArticleAvaya Transformation: Are We There Yet?
Yesterday, Avaya announced that Alan Masarek, its President and CEO, will retire at the end of the calendar year. His replacement will be Patrick Dennis, the current Chairman of the Board, effective...
View ArticleHow Will Every Company Invest Its AI Time Savings?
White-collar professionals are feeling very positive about AI and its potential to help workers make more money for the company. At least, that's the takeaway from the Thomson Reuters 2024 Future of...
View ArticleHow Cloud Security Impacts Customer Experience
Every cloud user I chat with tells me that cloud security is complicated. Why is that, why is it a surprise to enterprises, and what might change things, for better or worse? It goes back to the...
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No Jitter Roll: AWS Climbs to New Heights with Gen AI Updates, Zoom Automates...
Welcome to this week’s No Jitter Roll, our regular roundup of product news in the communication and collaboration spaces. Leading off this week, we highlight: Multiple Gen AI products and updates from...
View ArticleBig News from Avaya -- With Some Bigger Questions
Last week, Avaya announced that its president and chief executive officer, Alan Masarek, will retire at the end of the calendar year (2024). His successor, Patrick Dennis, will take the helm and steer...
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AI in the Enterprise – Are We Missing the Best Use Case of All?
In our world of enterprise communications technology, we have a pretty clear focus; it’s mostly unified communications as a service (UCaaS) and contact center as a service (CCaaS), with a bit of...
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