No Jitter

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Use Your Telecom Provider to Ensure Voice Security & Compliance

Sorell Slaymaker

December 04, 2024

As the importance of contact centers and communication systems grows, so does their appeal to hackers as an attack vector.

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If It’s Not AI, It Just Won’t Fly

Blair Pleasant

December 03, 2024

After seven separate tech events, seven clear trends emerge in AI and communications technology, from CX to copilots to the challenge of differentiation.

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Note from the Editor-in-Chief

Lisa Schmeiser

December 02, 2024

A change in ownership and what it means for our readers.

News & Views

No Jitter Midroll: Amazon Connect Debuts New Gen AI Feature for Outbound Campaigns

Matt Vartabedian

December 02, 2024

Amazon Connect announces several new capabilities including Gen AI prompting to automatically create outbound campaign, support for WhatsApp and more.

Sippio Beacon Aims to Improve the Process of Producing and Quoting Orders

Zeus Kerravala

December 02, 2024

The new feature uses AI to process tasks, provides insights, and makes changes using natural language interactions.

AI Rapidly Reshapes Contact Center Agents’ Responsibilities

Robin Gareiss

November 27, 2024

Agent Assist Helps Agents Drive Revenue—and Solve Customer Service Issues.

Six Thoughts On the Talkdesk Analyst Summit

Zeus Kerravala

November 27, 2024

The recent event demonstrated the company’s successful strategy in targeting industry verticals, smoothing the way for virtual agents and navigating the business challenge of CX.

Beyond Core Capabilities: Six Key Considerations for Evaluating a Connected Workspaces

Beth Schultz

November 26, 2024

Ease of use is the top decision factor, but app integration, dashboards, AI capabilities, and other criteria come into play as well, according to Metrigy research.

What to Expect With the New Federal Communications Commission

Martha Buyer

November 26, 2024

The author of Project 2025’s chapter on telecom regulation is expected to be named as the FCC head next year. Here’s where he stands on everything from net neutrality to TikTok.

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