While transcripts and operational records show what happened, the harder challenge is capturing why an employee recognized a ...

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

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 ...

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 ...

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 ...

Nathan Eddy is a journalist and filmmaker specializing in digital technology, architecture and urban issues. He is a graduate of the Northwestern University Medill School of Journalism and has been ...

For anyone in the enterprise communications technology space, it has been a wild ride for the past few years, from the expansion of digital collaboration technologies to the agentic AI-led disruption ...

Andy Howard is Founder and Managing Director at Howard & Associates. Andy is a highly regarded IP video expert and industry veteran whose goal is to help clients improve communications with video.

Contact centers are approaching a point where faster responses and shorter wrap-up times will no longer distinguish one customer experience from another. AI-generated summaries, automated quality ...

In theory, having a dedicated second line for business on your mobile phone is a good idea. For SMBs in particular, who wouldn’t want that? Everyone has a smartphone, most workers use telephony all ...

Zendesk announced a new Real-Time Voice Translation capability on Thursday. It provides bidirectional translation during inbound and outbound contact center voice calls. The customer and agent can ...

Contact center AI increasingly routes customers, prioritizes cases and triggers resolutions without waiting for an agent, which means a recommendation can become a completed action before a person ...