Matt Vartabedian

Senior Editor at No Jitter

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Articles

The Missing Key to Successful AI Adoption

2 weeks ago | nojitter.com | Matt Vartabedian

Research finds that one of the biggest barriers to AI adoption is insufficient training, leading to costly failures in deployment. On May 6, AWS debuted its global Gen AI Adoption Index based on a survey of surveyed 3,739 senior IT decision-makers across nine countries and multiple industries. The report found that:On average, surveyed organizations conducted 45 Gen AI experiments in 2024 of which 20 moved to production.
Salesforce Research Highlights HR Role In Digital Labor

3 weeks ago | nojitter.com | Matt Vartabedian

On Tuesday, May 5, Salesforce announced new research findings: 86% of the 200 surveyed chief human resource officers (CHROs) said that integrating digital labor alongside their existing workforce will be a critical part of their job. Moreover, 89% said that they believe AI agents / digital labor will empower them to reassign human employees to new, more relevant roles, while 88% said that redeployment is the more cost-effective approach compared to hiring outside the business for new roles.
Their AI Agent Timelines

4 weeks ago | nojitter.com | Matt Vartabedian

Matt Vartabedian is the Senior Editor of No Jitter. Matt is an accomplished cellular industry analyst, researcher, writer, and content creator with more than 25 years’ experience. His work includes authoring market reports, articles, presentations, and opinion pieces grounded in significant research, data analysis, and accumulated expertise for clients involved in various roles from business unit to C-suite executives. He can be found on LinkedIn here.
ServiceNow Goes All In on AI Agents

1 month ago | nojitter.com | Matt Vartabedian

On Tuesday, May 6, ServiceNow announced its AI Control Tower, AI Agent Fabric Service,Now CRM and CRM AI Agents which are all part of the new ServiceNow AI Platform. This news highlights ServiceNow’s agentic AI initiatives and the ongoing skirmish between ServiceNow and Salesforce over which platform will orchestrate the entire customer journey from call center to back office and everything in between – including the customer data itself.
People Prefer Talking to People

1 month ago | nojitter.com | Matt Vartabedian

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Customer Engagement Solutions Are a Pathway to High Value UC&C Seats

1 month ago | nojitter.com | Matt Vartabedian

Yesterday, IDC released a report on worldwide universal communications and collaboration (UC&C) revenues, forecasting the market to grow at a compounded annual growth rate (CAGR) of approximately 3.9% during 2025-2029 to reach cumulative revenues of $85.4 billion. Within that market, IDC noted the emergence of the unified communications and customer engagement (UC-CE) solutions segment.
AI Receptionists Enter the Digital Workforce

1 month ago | nojitter.com | Matt Vartabedian

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.” In the first quarter of 2025, seven different UCaaS/CCaaS vendors including RingCentral, Zoom, Webex and Talkdesk released generative AI-powered virtual receptionists essentially eliminate the need for a human to answer the phone and manage customer interactions such as rescheduling appointments, answering and transferring calls, providing...
Avaya Goes to Infinity and Beyond

1 month ago | nojitter.com | Matt Vartabedian

On Tuesday, Avaya launched its Avaya Infinity Platform. Over the past year and more, Avaya has largely focused itself around its top 1,500 customers which include large enterprises and public sector organizations. These entities face multiple challenges, from maintaining data sovereignty to tapping into multiple data silos and using that customer data to improve customer experience (CX) and drive meaningful engagements with modern capabilities like digital channels and AI.
6 Articles on the Inextricably Tangled CX and AI Trends

2 months ago | nojitter.com | Matt Vartabedian

Generative AI-powered customer service solutions, including the new AI agent category, can improve service and, potentially, the entire customer experience (CX). But there is a disconnect between what AI can currently do and how contact center agents and customers use it.
Noting Some Key Product Themes at Enterprise Connect 2025

2 months ago | nojitter.com | Matt Vartabedian

Editor’s Note: When Dave Michels told me about his escalator keynote interview series at Enterprise Connect 2025, we were intrigued by how he’d conduct the interviews with such a strict format. It is No Jitter’s tremendous pleasure to be able to feature the results courtesy of Michels and Talking Pointz. After these interviews, our post-Enterprise Connect 2025 edition of No Jitter Roll. – Lisa SchmeiserTwo things I love about Enterprise Connect are the keynotes and the attendees.