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 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, ...

Conversational AI has been around for decades, going back to the first instances of automatic speech recognition (ASR) and natural language understanding and processing (NLU/NLP). These technologies ...

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 ...

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 ...