No Jitter

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NICE Analyst Summit: Customer Panel Shares Projects, Progress

Sheila McGee-Smith

October 30, 2024

The event gave analysts an opportunity to talk to customers and see how AI, automation and knowledge management are improving their businesses.

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Cathedral termite mounds (Nasutitermes triodae)

NICE Analyst Summit Takeaways: Windmills, Profitability Rules, Termites and Workflows

Jon Arnold

October 29, 2024

NICE has evolved as an organization -- led by a CEO who, rather than asking “What’s the next big thing?” asked, “How fast is it coming?” -- and provided a primer to attendees at a recent event on how...

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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

Want to Figure Out the Best Office Policy? Try an A/B Test

Lisa Schmeiser

October 30, 2024

Don't impose onsite, hybrid or remote workplace policies based on personal preference. Find a way to collect data to inform your choices.

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 confuse customers and partners. There’s a solution for that problem.

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.

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.

Coming Soon: "I Assure You I'm Not an Avatar"

Lisa Schmeiser

October 24, 2024

Are AI avatars professionally appropriate?

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