In 2025, 47.9% of companies used the contact center platform as the primary interface for agents, and 43.2% used the CRM ...

Ensuring autonomous workflows perform with consistent reliability and accuracy is core to customer experience; CX assurance ...

Despite years of investment, most enterprises still can’t easily unify voice, chat, and customer relationship management (CRM) data to generate meaningful customer insights. Unifying this data is ...

Alan Quayle wanders the world helping people gain an edge in high tech. His 29 year career spans BT, Lucent (now Nokia), Cambridge Technology Partners (now Atos Consulting), founding Teltier (one of ...

Metrigy’s study of 307 companies found that attacks on collaboration platforms are continuing to increase. This year, about ...

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 ...

Last month, I wrote a No Jitter article about vendors to tap for large UC systems, based on Eastern Management Group’s customer satisfaction survey of thousands of large enterprise IT managers. Since ...

Network automation relies on a data repository to create network configurations and drive network validation tests. This repository has become known as a network source of truth (NSoT). The objective ...

Over the past year, it’s become evident ServiceNow and Salesforce are engaging in a protracted wrangle over which platform may end up orchestrating the entire customer journey from call center to back ...

As generative AI becomes more firmly entangled with each step in the customer journey, and we get more data on how customers feel about that, a new theme has emerged among vendors and analysts: the ...

Last week at Google Cloud Next 2025, we saw a lot—from big-picture AI infrastructure announcements to small moments inside tools like Chat, Meet, and Docs. Yes, the announcements were about AI—but the ...