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Beyond the Ticket: AI-Powered Workflow Automation in Contact Centers Natural language processing, real-time emotion detection, and predictive escalation models are enabling faster and more empathetic customer support.

Natural language processing, real-time emotion detection, and predictive escalation models are enabling faster and more empathetic customer support.

#ContactCenters #WorkflowAutomation #AgenticAI

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AI Cuts Data Breach Costs While Creating New Security Risks IBM's 2025 data breach report shows AI reduced global data breach costs by 9 percent, but unsanctioned AI use and poor access controls create new threats.

IBM's 2025 data breach report shows AI reduced global data breach costs by 9 percent, but unsanctioned AI use and poor access controls create new threats.

#DataManagement #DataGovernance #AICollaboration #AI #IBM #ShadowAI

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Ask an Analyst: What is Voice AI? Voice AI technologies provide a human-sounding veneer for enterprises. Here’s an overview of how they work.

Voice AI technologies provide a human-sounding veneer for enterprises. Here’s an overview of how they work.

#ContactCenters #AIVoice #Gartner

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NiCE Accelerates Agentic AI Focus with Cognigy Acquisition The buy will accelerate NiCE’s strategic plan to provide CCaaS solutions that orchestrate intelligent customer experiences end-to-end.

NiCE Accelerates Agentic AI Focus with Cognigy Acquisition

The buy will accelerate NiCE’s strategic plan to provide CCaaS solutions that orchestrate intelligent customer experiences end-to-end.

#ContactCenters #AIVoice #CX #Cognigy #NiCE

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Beyond the Unified Workspace: Why Tech Can't Solve Our App-Switching Problem The underlying challenges in automation and app integration, including data management, have to be addressed before we can effectively streamline workflows.

The underlying challenges in automation and app integration, including data management, have to be addressed before we can effectively streamline workflows.

#DigitalWorkplace #WorkflowAutomation #TeamMessaging #Wrike

www.nojitter.com/digital-work...

Businesses Say They Want AI, But Their Data Isn’t Ready Recent research by Indicium and PureSpectrum finds that a majority of organizations looking at AI have data infrastructure concerns.

Recent research by Indicium and PureSpectrum finds that a majority of organizations looking at adopting AI have data infrastructure concerns.

#DataManagement #DataGovernance #AIAdoption #AIReadiness

www.nojitter.com/data-managem...

Slack Debuts New AI Features, Revamps Pricing Slack’s AI translations and Enterprise Search features become generally available.

Slack’s AI translations and Enterprise Search features become generally available.

#DigitalWorkplace #Slack #AICollaboration #AIAssistants

www.nojitter.com/digital-work...

Workers' Use of Shadow AI Presents Compliance, Reputational Risks Amid the spread of AI in the workplace, a new problem is emerging: many workers will use their preferred tools -- whether or not IT has cleared the tools first.

Amid the spread of AI in the workplace, a new problem is emerging: many workers will use their preferred tools -- whether or not IT has cleared the tools first.

#AI #EX #ShadowAI

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Workforce Engagement Tools Can Boost Agent Experience Lower turnover and improved employee satisfaction are two benefits from the use of workforce engagement tools, according to Metrigy’s latest research.

Lower turnover and improved employee satisfaction are two benefits from the use of workforce engagement tools, according to Metrigy’s latest research.

#ContactCenter #EX #Metrigy #WEM #WFM

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Front’s Topics, Agent Put AI-Powered Automation Front and Center To realize service/support improvements, AI deployments should leverage existing workflows and human expertise, according to Front.

To realize service/support improvements, AI deployments should leverage existing workflows and human expertise, according to Front.

#Front #AI #CCaaS

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The PBX is Back, Baby (It Actually Never Left) On-prem solutions have adapted, incorporating the flexible pricing, advanced AI, and hybrid capabilities that once seemed exclusive to SaaS.

On-prem solutions have adapted, incorporating the flexible pricing, advanced AI, and hybrid capabilities that once seemed exclusive to SaaS.

#ContactCenter #PBX #PremiseBasedSystems

www.nojitter.com/contact-cent...

How To Integrate Microsoft Teams Phone and the Contact Center Teams Phone can handle lightweight use cases, while integrating with dedicated contact center platforms.

Teams Phone can handle lightweight use cases, while integrating with dedicated contact center platforms.

#ContactCenter #TeamMessaging #Telecom #MicrosoftTeamsPhone

www.nojitter.com/contact-cent...

Cisco Webex Evolves: Simplifying Work, Empowering IT, Enhancing CX The news from Cisco Live centered around making everyday work more streamlined, even as working environments become more complex.

The news from Cisco Live centered around making everyday work more streamlined, even as working environments become more complex.

#DigitalWorkplace #Cisco #VideoConferencing #CX #CiscoWebex

www.nojitter.com/digital-work...

Salesforce + Informatica: A Data Power Play That Raises CX Stakes For CX service providers, Salesforce’s acquisition reinforces how critical it is to pair fast data with smart automation.

For CX service providers, Salesforce’s acquisition reinforces how critical it is to pair fast data with smart automation.

#ContactCenters #DataGovernance #AIAssistants #Copilots #CX #Salesforce #Informatica

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No One Wants Hyper-Personalized CX While we celebrate the current efforts to break down data silos and achieve better, more unified customer views, let's not kid ourselves about where this will take us.

While we celebrate the current efforts to break down data silos and achieve better, more unified customer views, let's not kid ourselves about where this will take us.

#AI #CX #DataPrivacy #VirtualAgents

www.nojitter.com/ai-automatio...

New Upwork Report Offers a Path Out of Burnout Widespread employee exhaustion persists – but the freelance platform’s new research shows ways workers are proactively managing their engagement with work.

Widespread employee exhaustion persists – but the freelance platform’s new research shows ways workers are proactively managing their engagement with work.

#DigitalWork #AIAssistants #Copilots #AICollaboration #AI #Upwork #Burnout

www.nojitter.com/digital-work...

Verint Called – It Wants Its Callbacks The original callbacks concept was that the system would place you on a virtual hold and call you back when it was your turn. Verint believes it can take the callback solution to the next level with A...

The original callbacks concept was that the system would place you on a virtual hold and call you back when it was your turn. Verint believes it can take the callback solution to the next level with AI.

#ContactCenter #CX #VirtualAgents #Verint #Fonolo

www.nojitter.com/contact-cent...

IDC: Customer Engagement Solutions Are a Pathway to High Value UC&C Seats UC&C customer engagement solutions may help vendors stabilize stagnant ARPU and gain share.

UC&C customer engagement solutions may help vendors stabilize stagnant ARPU and gain share.

#ContactCenters #CCaaS #UCaaS #OnPremises #Microsoft #Zoom #8x8 #RingCentral #Cisco #Webex

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AI Receptionists Enter the Digital Workforce Since the beginning of the year, at least 7 AI Receptionist products debuted; they serve as use cases in the emerging category of “digital labor.”

Since the beginning of the year, at least 7 AI Receptionist products debuted; they serve as use cases in the emerging category of “digital labor.”

#AI #AIVoice #VirtualAgents

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The Rise of CX Observability in Service Monitoring CX Observability products allow organizations to monitor their end-to-end customer experience across networks, interactions and agents, and quickly act to maintain service.

CX Observability products allow organizations to monitor their end-to-end customer experience across networks, interactions and agents, and quickly act to maintain service.

#ContactCenters #CX

www.nojitter.com/contact-cent...

Avaya Goes to Infinity and Beyond By launching the Avaya Infinity Platform, the company provides a contact center modernization trajectory for its large enterprise and public sector customers.

By launching the Avaya Infinity Platform, the company provides a contact center modernization trajectory for its large enterprise and public sector customers.

#ContactCenters #CX #CloudInfrastructure #Avaya

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Don’t Blame the Agentic Agent Agentic AI could be the breakthrough everyone wants, but it’s limited by the rigid policies and systems in customer service.

Agentic AI could be the breakthrough everyone wants, but it’s limited by the rigid policies and systems in customer service.

#ContactCenters #CX #VirtualAgents #AIAgents #AgenticAI

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Google’s Agentic AI Vision for the Workplace Rewrites Both Code and Culture Here’s what IT and workplace leaders need to know as AI shifts from tool to teammate.

Google’s Agentic AI Vision for the Workplace Rewrites Both Code and Culture: Here’s what IT and workplace leaders need to know as AI shifts from tool to teammate.

#AI #AIAssistants #Copilots #AICollaboration #WorkflowAutomation #AgenticAI #AIAgent #Google

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Hurtling Toward an Agentic AI-powered CX Future Universal AI agents, operational management for AI, autonomous AI agent feedback are closer than you might think and may lead us to fully agentic AI-powered customer experiences.

Universal AI agents, operational management for AI, autonomous AI agent feedback are closer than you might think and may lead us to fully agentic AI-powered customer experiences.

#ContactCenters #VirtualAgents #CX

www.nojitter.com/contact-cent...

Why Companies Choose Cloud Communications Platforms Four customers discuss why they chose 8x8 as they moved from premises to cloud and how they’re looking at AI to drive CX value-adds.

Four customers discuss why they chose 8x8 as they moved from premises to cloud and how they’re looking at AI to drive CX value-adds.

#ContactCenters #CCaaS #EX

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Google Advances Workspace AI at Cloud Next With advancements to Workspace, including agentic AI, enhanced writing tools, and new audio and video capabilities, Google strengthens its position in enterprise collaboration.

With advancements to Workspace, including agentic AI, enhanced writing tools, and new audio and video capabilities, Google strengthens its position in enterprise collaboration.

#DigitalWorkplace #AI #AICollaboration #UCaaS #GoogleCloud

www.nojitter.com/digital-work...

AI Could Be the Next Tech Wave – But Only If We’re Careful Before we can unlock AI’s full potential across enterprise and public sectors, there needs to be improvements in explainability, consistency, and control.

Before we can unlock AI’s full potential across enterprise and public sectors, there needs to be improvements in explainability, consistency, and control.

#AI #AIAssistants #Copilots #DataGovernance #DataPrivacy

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We are Sorry, All Agentic AI Agents are Busy Now The underlying issue before anyone can embrace agentic AI is trust, which has to be earned -- both by customers and by the enterprise.

The underlying issue before anyone can embrace agentic AI is trust, which has to be earned -- both by customers and by the enterprise.

#AI #AIAssistants #Copilot #AIVoice #CX #AgenticAI #AIAgents

www.nojitter.com/ai-automatio...

What Agents Really Think About AI in Customer Service Agents work with AI daily – but how do they really feel about it? A recent survey shows user preferences for AI, areas of frustration, and future expectations.

Agents work with AI daily – but how do they really feel about it? A recent survey shows user preferences for AI, areas of frustration, and future expectations.

#ContactCenters #AIAssistants #Copilots #CX

www.nojitter.com/contact-cent...

Beware the Inadvertent Hierarchy of Remote Work If some workers enjoy a high degree of autonomy over where and when they work while others do not, the different working conditions can lead to stratification.

If some workers enjoy a high degree of autonomy over where and when they work while others do not, the different working conditions can lead to stratification.

#DigitalWorkplace #EX #Hybrid #RemoteWork

www.nojitter.com/digital-work...