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 ...
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 ...
UCaaS and CCaaS pricing has been moving toward simplicity for the past decade. Buy a seat. Pick a tier. Add phone numbers, minutes, storage, workforce engagement, compliance, analytics or premium ...
Because both companies have integrated their AI agent orchestration and governance capabilities, the joint ServiceNow-Microsoft customer can “manage and monitor intelligent agents,” said Jon Sigler, ...
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 ...
MCP-based access enables what Zoom called “agentic search” which allows Zoom AI Companion and “connected third-party AI tools to reason across an organization’s full context.” For example, Zoom AI ...
Customer interaction data has never lived in one place. Contact center platforms capture conversations, CRM systems store account records, digital experience platforms collect behavioral signals and ...
For decades, IT budgeting followed a familiar pattern. Count your users. Multiply by a per-seat price. Add infrastructure, support contracts and a contingency line. Present the number. Defend the ...
An employee uses an unauthorized AI-enabled meeting summarizer app that stores the data it generates off-site, then pastes the transcript into a browser-based AI assistant to generate a summary of the ...
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 ...
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, ...
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