While transcripts and operational records show what happened, the harder challenge is capturing why an employee recognized a ...

The voice sounds right and details check out. Except the caller isn’t who they claim to be, and the audio was generated in ...

Matt Vartabedian is the senior editor for No Jitter, a role he has held since March 2023. Matt covers generative and agentic AI as it pertains to enterprise communications – i.e., unified ...

Sheila McGee-Smith, the founder and principal analyst at McGee-Smith Analytics, is a communications industry analyst and strategic consultant focused on the CX, EX and AI markets. Her insight helps ...

Hannah Warfel is the Associate Editor for No Jitter; they joined the site in September 2023. They cover data management, analytics and business intelligence. They have a background in publishing and ...

For anyone in the enterprise communications technology space, it has been a wild ride for the past few years, from the expansion of digital collaboration technologies to the agentic AI-led disruption ...

Andy Howard is Founder and Managing Director at Howard & Associates. Andy is a highly regarded IP video expert and industry veteran whose goal is to help clients improve communications with video.

Contact centers are approaching a point where faster responses and shorter wrap-up times will no longer distinguish one customer experience from another. AI-generated summaries, automated quality ...

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 ...

No Jitter kicked off 2026 with an outlook on several trends likely to lend greater impetus to the colliding galaxies of agentic AI, contact centers and unified communications and collaboration. As we ...

There’s a shift happening in CX and contact centers. AI agents were already in use in many of these workplaces, taking care of tasks like automating interactions and summarizing conversations. But ...

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 ...