No Jitter

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Ask an Analyst: CX Trends in the Contact Center

Mila D'Antonio

December 16, 2024

A look back at some of the contact center, CX and AI trends, as well as a glimpse of what come in 2025 in those same areas.

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How Air Canada Tapped Amazon Connect to Modernize Its Contact Center Operations

Zeus Kerravala

December 16, 2024

This partnership dispels the myth that the only companies using Amazon Connect are newer brands looking to shake up the status quo.

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No Jitter Roll: Five9 Announces New Feature for Microsoft Teams and GoTo Launches New AI, Automation, and Management Features

Hannah Warfel

December 13, 2024

Also, 8x8 and Descope partner, Echo AI is acquired by Calabrio, and more.

News & Views

No Jitter Midroll: Google Cloud Launches Agentspace

Matt Vartabedian

December 13, 2024

Google’s Agentspace grounds Gen AI in enterprise data sources to help enterprise workers find the information they need the first time and then leverage that data for AI-powered insights and generated content.

Expect RTO Policies to Change As Leases Do

Lisa Schmeiser

December 12, 2024

Data from the commercial real estate industry – and from workplace leaders – underscores a link between hybrid work and lease duration.

AI Needs to Reduce Errors – Or Everyone Will Pay the Price

Martha Buyer

December 10, 2024

As litigators begin to go after AI systems and those that deploy them, every human in the technology-deployment chain must carefully consider how much an AI-sponsored error is worth.

Agentic AI Represents an IVR Revolution

Dave Michels

December 10, 2024

The promise of AI tools with the agency to make decisions has potential – but adopters would be wise to understand what AI agents can do well.

Hybrid Work Driving Office Evolution

Irwin Lazar

December 09, 2024

Space shifting to meetings and hot-desking, with mixed results.

No Jitter Roll: AWS Debuts New AI Models and Much More, and Verint Launches a CX/EX Scoring Bot

Matt Vartabedian

December 06, 2024

AWS introduced a slew of new products at its re:Invent event, Verint debuted a CX/EX Scoring Bot, and RingCentral, Zendesk, Moveworks and SIPPIO all announced partnerships.

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