The voice sounds right and details check out. Except the caller isn’t who they claim to be, and the audio was generated in ...

Matt Vartabedian is the senior editor for No Jitter, a role he has held since March 2023. Matt covers generative and agentic AI as it pertains to enterprise communications – i.e., unified ...

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 ...

Sheila McGee-Smith, the founder and principal analyst at McGee-Smith Analytics, is a communications industry analyst and strategic consultant focused on the CX, EX and AI markets. Her insight helps ...

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 ...

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 ...

Agentic AI is the standard-bearer for digital labor – autonomous AI agents that perform tasks for knowledge workers so organizations could do more with fewer people. Built using large language models ...

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, ...

“AI optimization engines can crunch through a variety of factors, such as target service levels, agent skills, and individual preferences, to create the best-case scenarios for any given day within 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 ...

Over the last few months, ServiceNow has positioned itself as a “platform of platforms” and as an “end-to-end operating system” for enterprises. At its event this week, ServiceNow aims to deliver on ...

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 ...