No Jitter

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Operator Connect for Teams: Overwhelming Options for Users

Kevin Kieller

October 28, 2024

While the proliferation of Operator Connect options initially was a positive, the current overwhelming number of options, and the complexity of managing an on-going voice environment, can easily...

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IPO Watch: How Genesys and NICE are Shaping the AI-Powered Future of CX

Rob Hilsen

October 28, 2024

As both Genesys and NICE push the boundaries of AI, automation, and journey orchestration, their technology feature sets and workflows are reshaping customer service technology.

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The Future of Digital Workers: Human and Bot Collaboration

Jonathan Barouch, Local Measure

October 28, 2024

Local Measure

As artificial intelligence (AI) and automation evolve, the concept of "digital workers" is becoming an integral part of modern customer service operations. These digital agents—whether they are...

News & Views

No Jitter Roll: Zoom Launches AI Companion 2.0, NICE Expands CXone Mpower, and Talkdesk Integrates Agentic AI Across Ascend AI

Hannah Warfel

October 25, 2024

Also, Otter.ai adds new languages to AI Meeting Assistant, GoTo launches new integrations, and Grammarly announces new ROI and communications measurement tools.

UCaaS is a Teams Sport. Who’s Really Winning?

Dave Michels

October 25, 2024

Microsoft has become so dominant in enterprise communications that it’s hard not to compare it to the Bell System. But global monopolies in telecom have vastly different implications.