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 ...

Nathan Eddy is a journalist and filmmaker specializing in digital technology, architecture and urban issues. He is a graduate of the Northwestern University Medill School of Journalism and has been ...

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 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 ...

At the beginning of 2025, enterprise workers were bracing for AI's impact. This year, the scope and scale of how AI affects communications technologists has been adjusted to reflect a few new ...

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 ...

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 ...

Microsoft is sticking to the message that Copilot adoption and usage are a growing part of its profits. The company said the number of customers with more than 50,000 Copilot seats increased more than ...

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 ...