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

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 ...

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 ...

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 ...

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 ...

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 ...

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 ...

Contact center AI increasingly routes customers, prioritizes cases and triggers resolutions without waiting for an agent, which means a recommendation can become a completed action before a person ...

Three core criteria are dominating the reasons IT and CX leaders select a service provider—and decide when it’s time to change their providers, according to Metrigy’s Buying Strategies for ...

The recent OpenAI-Hugging Face incident, where hundreds of OpenAI’s autonomous AI agents hacked through container constraints for machine learning platform Hugging Face’s external infrastructure, is a ...

The rise of agentic AI brought about a new definition for digital labor. AI agents can work with humans, other AI tools and systems to provide end-to-end automation for workflows. However, challenges ...

Philip Clarke is a Research Analyst with Nemertes Research, where he conducts research, advises clients on wireless topics, writes key trend and thought leadership reports, conducts statistical ...