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No Jitter
@nojitter.bsky.social
47 followers 1 following 89 posts
No Jitter is the industry’s leading source of objective analysis for the enterprise communications professional.
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nojitter.bsky.social
Natural language processing, real-time emotion detection, and predictive escalation models are enabling faster and more empathetic customer support.

#ContactCenters #WorkflowAutomation #AgenticAI

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Beyond the Ticket: AI-Powered Workflow Automation in Contact Centers
Natural language processing, real-time emotion detection, and predictive escalation models are enabling faster and more empathetic customer support.
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August 6, 2025 at 3:34 PM
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IBM's 2025 data breach report shows AI reduced global data breach costs by 9 percent, but unsanctioned AI use and poor access controls create new threats.

#DataManagement #DataGovernance #AICollaboration #AI #IBM #ShadowAI

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AI Cuts Data Breach Costs While Creating New Security Risks
IBM's 2025 data breach report shows AI reduced global data breach costs by 9 percent, but unsanctioned AI use and poor access controls create new threats.
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August 5, 2025 at 3:39 PM
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Voice AI technologies provide a human-sounding veneer for enterprises. Here’s an overview of how they work.

#ContactCenters #AIVoice #Gartner

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Ask an Analyst: What is Voice AI?
Voice AI technologies provide a human-sounding veneer for enterprises. Here’s an overview of how they work.
www.nojitter.com
July 28, 2025 at 9:36 PM
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NiCE Accelerates Agentic AI Focus with Cognigy Acquisition

The buy will accelerate NiCE’s strategic plan to provide CCaaS solutions that orchestrate intelligent customer experiences end-to-end.

#ContactCenters #AIVoice #CX #Cognigy #NiCE

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NiCE Accelerates Agentic AI Focus with Cognigy Acquisition
The buy will accelerate NiCE’s strategic plan to provide CCaaS solutions that orchestrate intelligent customer experiences end-to-end.
www.nojitter.com
July 28, 2025 at 3:34 PM
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The underlying challenges in automation and app integration, including data management, have to be addressed before we can effectively streamline workflows.

#DigitalWorkplace #WorkflowAutomation #TeamMessaging #Wrike

www.nojitter.com/digital-work...
Beyond the Unified Workspace: Why Tech Can't Solve Our App-Switching Problem
The underlying challenges in automation and app integration, including data management, have to be addressed before we can effectively streamline workflows.
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July 18, 2025 at 7:30 PM
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Recent research by Indicium and PureSpectrum finds that a majority of organizations looking at adopting AI have data infrastructure concerns.

#DataManagement #DataGovernance #AIAdoption #AIReadiness

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Businesses Say They Want AI, But Their Data Isn’t Ready
Recent research by Indicium and PureSpectrum finds that a majority of organizations looking at AI have data infrastructure concerns.
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July 17, 2025 at 9:18 PM
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Slack’s AI translations and Enterprise Search features become generally available.

#DigitalWorkplace #Slack #AICollaboration #AIAssistants

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Slack Debuts New AI Features, Revamps Pricing
Slack’s AI translations and Enterprise Search features become generally available.
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July 17, 2025 at 6:18 PM
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Amid the spread of AI in the workplace, a new problem is emerging: many workers will use their preferred tools -- whether or not IT has cleared the tools first.

#AI #EX #ShadowAI

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Workers' Use of Shadow AI Presents Compliance, Reputational Risks
Amid the spread of AI in the workplace, a new problem is emerging: many workers will use their preferred tools -- whether or not IT has cleared the tools first.
www.nojitter.com
July 16, 2025 at 7:17 PM
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Lower turnover and improved employee satisfaction are two benefits from the use of workforce engagement tools, according to Metrigy’s latest research.

#ContactCenter #EX #Metrigy #WEM #WFM

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Workforce Engagement Tools Can Boost Agent Experience
Lower turnover and improved employee satisfaction are two benefits from the use of workforce engagement tools, according to Metrigy’s latest research.
www.nojitter.com
July 16, 2025 at 6:44 PM
nojitter.bsky.social
To realize service/support improvements, AI deployments should leverage existing workflows and human expertise, according to Front.

#Front #AI #CCaaS

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Front’s Topics, Agent Put AI-Powered Automation Front and Center
To realize service/support improvements, AI deployments should leverage existing workflows and human expertise, according to Front.
www.nojitter.com
July 16, 2025 at 6:00 PM
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On-prem solutions have adapted, incorporating the flexible pricing, advanced AI, and hybrid capabilities that once seemed exclusive to SaaS.

#ContactCenter #PBX #PremiseBasedSystems

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The PBX is Back, Baby (It Actually Never Left)
On-prem solutions have adapted, incorporating the flexible pricing, advanced AI, and hybrid capabilities that once seemed exclusive to SaaS.
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July 15, 2025 at 6:59 PM
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Teams Phone can handle lightweight use cases, while integrating with dedicated contact center platforms.

#ContactCenter #TeamMessaging #Telecom #MicrosoftTeamsPhone

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How To Integrate Microsoft Teams Phone and the Contact Center
Teams Phone can handle lightweight use cases, while integrating with dedicated contact center platforms.
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July 14, 2025 at 5:39 PM
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The news from Cisco Live centered around making everyday work more streamlined, even as working environments become more complex.

#DigitalWorkplace #Cisco #VideoConferencing #CX #CiscoWebex

www.nojitter.com/digital-work...
Cisco Webex Evolves: Simplifying Work, Empowering IT, Enhancing CX
The news from Cisco Live centered around making everyday work more streamlined, even as working environments become more complex.
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June 23, 2025 at 4:15 PM
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For CX service providers, Salesforce’s acquisition reinforces how critical it is to pair fast data with smart automation.

#ContactCenters #DataGovernance #AIAssistants #Copilots #CX #Salesforce #Informatica

www.nojitter.com/contact-cent...
Salesforce + Informatica: A Data Power Play That Raises CX Stakes
For CX service providers, Salesforce’s acquisition reinforces how critical it is to pair fast data with smart automation.
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May 30, 2025 at 9:31 PM
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While we celebrate the current efforts to break down data silos and achieve better, more unified customer views, let's not kid ourselves about where this will take us.

#AI #CX #DataPrivacy #VirtualAgents

www.nojitter.com/ai-automatio...
No One Wants Hyper-Personalized CX
While we celebrate the current efforts to break down data silos and achieve better, more unified customer views, let's not kid ourselves about where this will take us.
www.nojitter.com
May 7, 2025 at 5:03 PM
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Widespread employee exhaustion persists – but the freelance platform’s new research shows ways workers are proactively managing their engagement with work.

#DigitalWork #AIAssistants #Copilots #AICollaboration #AI #Upwork #Burnout

www.nojitter.com/digital-work...
New Upwork Report Offers a Path Out of Burnout
Widespread employee exhaustion persists – but the freelance platform’s new research shows ways workers are proactively managing their engagement with work.
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May 1, 2025 at 8:12 PM
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The original callbacks concept was that the system would place you on a virtual hold and call you back when it was your turn. Verint believes it can take the callback solution to the next level with AI.

#ContactCenter #CX #VirtualAgents #Verint #Fonolo

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Verint Called – It Wants Its Callbacks
The original callbacks concept was that the system would place you on a virtual hold and call you back when it was your turn. Verint believes it can take the callback solution to the next level with A...
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May 1, 2025 at 12:55 PM
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UC&C customer engagement solutions may help vendors stabilize stagnant ARPU and gain share.

#ContactCenters #CCaaS #UCaaS #OnPremises #Microsoft #Zoom #8x8 #RingCentral #Cisco #Webex

www.nojitter.com/contact-cent...
IDC: Customer Engagement Solutions Are a Pathway to High Value UC&C Seats
UC&C customer engagement solutions may help vendors stabilize stagnant ARPU and gain share.
www.nojitter.com
April 30, 2025 at 7:23 PM
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Since the beginning of the year, at least 7 AI Receptionist products debuted; they serve as use cases in the emerging category of “digital labor.”

#AI #AIVoice #VirtualAgents

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AI Receptionists Enter the Digital Workforce
Since the beginning of the year, at least 7 AI Receptionist products debuted; they serve as use cases in the emerging category of “digital labor.”
www.nojitter.com
April 29, 2025 at 5:17 PM
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CX Observability products allow organizations to monitor their end-to-end customer experience across networks, interactions and agents, and quickly act to maintain service.

#ContactCenters #CX

www.nojitter.com/contact-cent...
The Rise of CX Observability in Service Monitoring
CX Observability products allow organizations to monitor their end-to-end customer experience across networks, interactions and agents, and quickly act to maintain service.
www.nojitter.com
April 24, 2025 at 8:39 PM
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By launching the Avaya Infinity Platform, the company provides a contact center modernization trajectory for its large enterprise and public sector customers.

#ContactCenters #CX #CloudInfrastructure #Avaya

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Avaya Goes to Infinity and Beyond
By launching the Avaya Infinity Platform, the company provides a contact center modernization trajectory for its large enterprise and public sector customers.
nojitter.com
April 23, 2025 at 8:08 PM
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Agentic AI could be the breakthrough everyone wants, but it’s limited by the rigid policies and systems in customer service.

#ContactCenters #CX #VirtualAgents #AIAgents #AgenticAI

www.nojitter.com/contact-cent...
Don’t Blame the Agentic Agent
Agentic AI could be the breakthrough everyone wants, but it’s limited by the rigid policies and systems in customer service.
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April 21, 2025 at 4:19 PM
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Google’s Agentic AI Vision for the Workplace Rewrites Both Code and Culture: Here’s what IT and workplace leaders need to know as AI shifts from tool to teammate.

#AI #AIAssistants #Copilots #AICollaboration #WorkflowAutomation #AgenticAI #AIAgent #Google

www.nojitter.com/ai-automatio...
Google’s Agentic AI Vision for the Workplace Rewrites Both Code and Culture
Here’s what IT and workplace leaders need to know as AI shifts from tool to teammate.
www.nojitter.com
April 17, 2025 at 7:43 PM
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Universal AI agents, operational management for AI, autonomous AI agent feedback are closer than you might think and may lead us to fully agentic AI-powered customer experiences.

#ContactCenters #VirtualAgents #CX

www.nojitter.com/contact-cent...
Hurtling Toward an Agentic AI-powered CX Future
Universal AI agents, operational management for AI, autonomous AI agent feedback are closer than you might think and may lead us to fully agentic AI-powered customer experiences.
www.nojitter.com
April 17, 2025 at 3:17 PM
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Four customers discuss why they chose 8x8 as they moved from premises to cloud and how they’re looking at AI to drive CX value-adds.

#ContactCenters #CCaaS #EX

www.nojitter.com/contact-cent...
Why Companies Choose Cloud Communications Platforms
Four customers discuss why they chose 8x8 as they moved from premises to cloud and how they’re looking at AI to drive CX value-adds.
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April 14, 2025 at 3:35 PM