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 ...
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 ...
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 ...
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 ...
Snowflake’s acquisition of Natoma is the cloud data provider’s push into agentic enterprise and a broader platform strategy. Snowflake acquired Observe in May and Select Star to in January. The Natoma ...
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 ...
Computer-Using or Computer Use Agents (CUAs) are agentic AI capabilities that enable an AI model to perceive a screen “visually” and control it like a person would — clicking, typing, navigating an ...
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 ...
The more technology changes in contact centers, the more consumer behavior stays the same. Consumers will use self-service and, when it doesn’t work, they want a human agent. If any part of that ...
In theory, having a dedicated second line for business on your mobile phone is a good idea. For SMBs in particular, who wouldn’t want that? Everyone has a smartphone, most workers use telephony all ...
One of the primary sales pitches that CCaaS vendors give to prospective customers with customer-facing demands is that AI can be used to provide a fulfilling experience to the people who need a ...
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