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 ...

Phil Edholm is the President and Founder of PKE Consulting, which consults to end users and vendors in the communications and networking markets to deliver the value of the integration of information ...

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 ...

Enterprise CX and IT leaders face an ongoing architectural challenge when deploying AI agents. Customer service workflows require real-time access to information such as operational data, product ...

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 ...

With Meta’s recent launch of its consumer-facing Muse AI agent, many people are now learning what the growing number of organizations working with agents already knew: agentic tech has advanced beyond ...

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 ...

A customer calls in, distressed, requesting an urgent account change. The voice sounds right and details check out. Except the caller isn’t who they claim to be, and the audio was generated in minutes ...

Enterprise AI can analyze customer conversations, case histories and operational metrics at scale, but those records rarely contain every factor an experienced employee uses. Tone, urgency, local ...

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 ...

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 ...