Using over 20 years of experience in communications technology as his foundation, Jeremy Duke established Synergy Research Group in 1999, and today serves as chief analyst. His expertise and ...
Salesforce has chosen Enterprise Connect 2026 as the launch venue for Agentforce Contact Center, its native, agentic contact center as a service (CCaaS) solution. In a newsroom post today, the company ...
Conversational AI has been around for decades, going back to the first instances of automatic speech recognition (ASR) and natural language understanding and processing (NLU/NLP). These technologies ...
Contact center agent churn has traditionally been high. “Attrition in the US right now is about 30% on average, and that’s been pretty standard for the past seven or eight years,” said Steve Morrell, ...
Welcome to No Jitter’s Conversations in Collaboration, in which we speak with executives and thought leaders about the key trends across the full stack of enterprise communications technologies. In ...
As AI becomes integrated into a wider range of workplaces, companies are increasingly aware of the importance of ensuring employees are using approved AI-enabled applications. But shadow AI can still ...
Opaque agentic AI workflows have presented opportunities for security breaches and other bad actors. Recently, Bar Kaduri, principal researcher with Capsule Security found an AI agent vulnerability in ...
As vendors made clear in their Enterprise Connect 2026 keynotes, they see agentic AI as an integral part of CX, whether it's in routing customer queries more effectively to having AI agents handle ...
Consumers have used AI for years, starting with basic (but let’s face it, not-so-great) chatbots. As more sophisticated AI agents have entered the scene in recent years, consumer skepticism was ...
For years, many contact center strategies treated voice as a utility and a high-cost channel to contain. Digital self-service, chat, messaging and automation were positioned as lower-cost alternatives ...
For years, enterprises have worried about technical debt, the long-term costs created by taking shortcuts in software development. Now, thanks to the growing prevalence of generative AI applications ...
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