By Beth Schultz Driven by the need to gain control and optimize costs, many companies are looking to standardize on a single connected workspace app for collaborative work management.
By Michael Flannery, Windstream Enterprise It’s only a matter of time before a storm tests your organization’s communications infrastructure. Here’s how to stay connected.
By Irwin Lazar IT and business leaders should consider how they will roll out AI in the future, how they will integrate collaborative data sources, and what platform(s) makes sense for their envi...
https://www.nojitter.com/ai-automation/how-ai-will-impact-platform-decisions
By Kevin Kieller The right work model is one where there is a balance between business needs and employee needs; there needs to be shared value for all stakeholders-- so engage in open and transp...
https://www.nojitter.com/workspace-connect/how-get-people-back-office-ask-them-what-it-takes
By Zeus Kerravala The new suite underscores AI’s increasing role in delivering personalized customer experiences while ensuring compliance with industry regulations.
By Matt Vartabedian RingEX now includes AI Assistant at no additional cost, Moveworks launches Agentic AI-powered enterprise search, Calabrio debuts two AI solutions for quality management in the...
By Lisa Schmeiser Don't impose onsite, hybrid or remote workplace policies based on personal preference. Find a way to collect data to inform your choices.
https://www.nojitter.com/workspace-connect/want-figure-out-best-office-policy-try-ab-test
By Sheila McGee-Smith The event gave analysts an opportunity to talk to customers and see how AI, automation and knowledge management are improving their businesses.
https://www.nojitter.com/ccaas/nice-analyst-summit-customer-panel-shares-projects-progress
By Jon Arnold 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 attend...
By Kevin Kieller 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 environ...
By Daniel Foppen, VP Product & Product Marketing at Convoso Implementing AI agents rapidly transforms the contact center industry, bringing improved benefits and productivity for employee retenti...
By Rob Hilsen 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.
https://www.nojitter.com/ai-automation/future-digital-workers-human-and-bot-collaboration
By Hannah Warfel Also, Otter.ai adds new languages to AI Meeting Assistant, GoTo launches new integrations, and Grammarly announces new ROI and communications measurement tools.
By Dave Michels 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 implica...
By Lisa Schmeiser Are AI avatars professionally appropriate?
https://www.nojitter.com/team-collaboration-tools-workspaces/coming-soon-i-assure-you-im-not-avatar
By Matt Vartabedian Your company’s data may be critical to the next leap forward in AI models and real productivity gains from AI may be a decade away.
By Matt Vartabedian At WebexOne 2024, Cisco unveiled the Webex AI Agent, AI Agent Studio and other AI features for both the Webex AI Assistant and Contact Center
By Sorell Slaymaker Too many enterprises spend too much time providing guest wireless connectivity when 5G is available just about everywhere.
https://www.nojitter.com/monitoring-management-and-security/get-rid-guest-wi-fi
By Nathan Eddy Leveraging real-time and historical customer data, AI can create personalized interactions that demonstrate an understanding of individual preferences, fostering that trust.
https://www.nojitter.com/ai-automation/building-trust-ai-customer-service
By Matt Vartabedian Consumers dislike bots, businesses like them. Regardless, good CX means using them properly and educating customers on why they should use them.
https://www.nojitter.com/contact-center-customer-experience/bots-cx-love-hate-relationship
By Hannah Warfel Also, Dropbox releases Dash for Business, 8x8 announces AI-powered voice support for 8x8 Intelligent Customer Assistant, and Transcom, Avaya, and Sabio Group partner.
By Craig Durr Zoom’s Next Big Act: Industry-Specific AI Solutions for Education, Healthcare, and Frontline Workers Can Zoom’s Industry-Specific AI Solutions Drive Emotion, Action, and Lasting...
By Zeus Kerravala Amazon’s prowess in AI, not just in contact centers but in all things data, should give it a unique opportunity to deliver more AI, faster than a pure play that typically need...
By Blair Pleasant This month’s Enterprise Connect AI show provided attendees with a look at vertical use cases, end user adoptions – and lessons on how to deploy AI in your own enterprise.
https://www.nojitter.com/ai-automation/perspective-key-themes-emerging-event
By Lisa Schmeiser While different cohorts claim to have different levels of trust in AI, when it comes to specific use cases, there were strikingly similar opinions no matter the generation.
https://www.nojitter.com/ai-automation/generational-differences-work-exist-except-ai-attitudes
By Matt Vartabedian Two surveys highlight the need for consistent, high-quality data in building reliable AI systems.
By Brian Gregory, Senior Director of Product Marketing, Intermedia Communications Options SPs have for delivering business services as they head into uncharted territory.
By Sheila McGee-Smith Zoom now has 1,300 Zoom Contact Center customers, including one vocal BPO.
By Jane Laino Reduce costs and maintain service with these simple practices.
By Matt Vartabedian Surveys show consumers less likely to provide feedback to a business before leaving. Understanding customers, then, requires a more sophisticated listening program.
https://www.nojitter.com/customer-experience/cx-silent-treatment
By Nathan Eddy From data unification to security and compliance measures, there are multiple considerations to incorporate into any workflow automation process.
https://www.nojitter.com/ai-automation/ai-and-workflow-automation-best-practices-success
By John Malone A key question that weighs heavily on many IT managers is: In a cloud-first world, is there still value in owning a premises-based unified communications system? The answer: It dep...
By Matt Vartabedian Amazon Q in Connect gets more Gen AI capabilities for agents, CallMiner debuts AI Assist for its platform and Druid launches quality assurance testing for AI Agents. Also, Sem...
By Lisa Schmeiser Expecting technology to make up a shortfall in headcount because the "improved productivity" can replace a human worker is a recipe for burning out the human workers you have le...
https://www.nojitter.com/employee-experience/wrike-workers-doing-less-more
By Mila D'Antonio The future of AI-powered CX: Autonomous interactions, real-time insights, and greater personalization.
By Jon Arnold We are well along the path now whereby non-human, AI-based agents are taking on a wider range of roles – and erasing the distinction between human and non-human work.
https://www.nojitter.com/ai-automation/ai-agents-are-change-agents-%E2%80%93-more-ways-one
By Zeus Kerravala The collaborative workplace vendor is integrating productivity-enhancing AI workflows across multiple offerings, all with the intent to save users’ time.
https://www.nojitter.com/team-collaboration-tools-workspaces/zoomtopia-2024-pumping-jam-ai
By Craig Durr HP’s divisions are now unified under a single message—focusing on AI-powered workplace solutions to enhance employee fulfillment, especially in the commercial sector.
https://www.nojitter.com/digital-workplace/how-hp-betting-big-meeting-needs-hybrid-workplace
By Nathan Eddy The real key component of the next-generation global network isn’t what it looks like, but how organizations will be able to manage it.
https://www.nojitter.com/monitoring-management-and-security/building-global-next-gen-network
By Martha Buyer In the same way entities that access, process, and hold data belonging to individuals or entities are held accountable under GDPR rules, these new EU AI rules will also apply to e...
By Sheila McGee-Smith Context matters in customer interaction, and Calabrio’s AI-powered Bot Analytics software helps companies find the intent behind every customer request, then respond accor...
By Hannah Warfel Also, Nextiva announces a new workforce management capability, Wildix launches x-bees, and Ivanti releases a report on unsafe work practices.
By Blair Pleasant Organizations need to develop digital engagement strategies and deploy best practices to meet customer expectations, maximize their digital investments, and achieve their busine...
https://www.nojitter.com/customer-experience/transforming-digital-engagement-ordinary-extraordinary
By Lisa Schmeiser Whether the order to return to the office full-time is meant to boost collaboration or quietly reduce a workforce without resorting to layoffs, the move presents a lot of downsi...
https://www.nojitter.com/workspace-connect/examining-big-bet-amazons-back-office-edict
By Matt Vartabedian AI’s impact ranges from the contact center to customer experience, but it comes with risks that need to be acknowledged and mitigated.
By Matt Vartabedian At the closing locknote for EC AI 2024, four industry analysts shared their perspectives on where AI is today – it’s “mostly not working,” says one -- and where it mig...
https://www.nojitter.com/ai-automation/enterprise-connect-ai-how-ai-may-develop-short-term
By Matt Vartabedian At the opening keynote for EC AI 2024, three enterprise communications technology professionals shared their perspectives on implementing AI solutions in their organizations.
https://www.nojitter.com/ai-automation/what-you-can-learn-three-different-ai-deployments
By Matt Vartabedian Walmart’s David Glick shares three tenets that he believes are necessary to leading a team, and a division, through technology change.
https://www.nojitter.com/best-practices/lessons-tech-leadership-walmart%E2%80%99s-glick
By Dave Michels The shift in the social media landscape marks a significant customer experience loss, crippling sentiment monitoring, diffusing the brand landscape and fraying customers’ percep...