No Jitter

No Jitter offers daily insights and assessments on the fields of enterprise IP telephony, unified communications, and converged networking. The platform aims to be the top online hub for sharing, discussing, and developing ideas and best practices related to enterprise communication and collaboration.

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ServiceNow Announces New Partnerships

1 week ago | nojitter.com | Hannah C. Warfel

Welcome to this week’s No Jitter Roll, our regular roundup of product news in the communication and collaboration spaces. This week, we cover product news such as: GoTo’s new omnichannel and AI features for GoTo Connect and CallMiner’s additions to its agentic AI offerings.
Their AI Agent Timelines

1 week 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.
What Fairness Has to Do With Flexible Work

1 week ago | nojitter.com | Lisa Schmeiser

About Your PrivacyWe process your data to deliver content or advertisements and measure the delivery of such content or advertisements to extract insights about our website. We share this information with our partners on the basis of consent and legitimate interest. You may exercise your right to consent or object to a legitimate interest, based on a specific purpose below or at a partner level in the link under each purpose.
ServiceNow Goes All In on AI Agents

1 week 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.
No One Wants Hyper-Personalized CX

1 week ago | nojitter.com | Dave Michels

We hear a lot of buzz about "personalization" in customer service these days. Companies are touting their ability to tailor the customer experience to each customer. Personalization lives on a spectrum. The basic IVR, for example, can route all callers requesting service to the same queue, and that’s a blunt form of personalization. As more and more of our CX interactions are digitized, customers provide more clues on what’s important to them.
People Prefer Talking to People

1 week ago | nojitter.com | Matt Vartabedian

About Your PrivacyWe process your data to deliver content or advertisements and measure the delivery of such content or advertisements to extract insights about our website. We share this information with our partners on the basis of consent and legitimate interest. You may exercise your right to consent or object to a legitimate interest, based on a specific purpose below or at a partner level in the link under each purpose.
Calabrio and 8x8 Announce Platform Enhancements

2 weeks ago | nojitter.com | Hannah C. Warfel

Welcome to this week’s No Jitter Roll, our regular roundup of product news in the communication and collaboration spaces. This week, we cover Calabrio’s new AI features for Calabrio ONE suite; 8x8’s enhancements to its 8x8 Platform; UiPath’s launch of its agentic automation platform.
New Upwork Report Offers a Path Out of Burnout

2 weeks ago | nojitter.com | Lisa Schmeiser

Widespread employee exhaustion persists – but the freelance platform’s new research shows ways workers are proactively managing their engagement with work. Upwork released its Future Workforce Index report last week at the same time as Microsoft's Work Trend Annual Index Report.
Verint Called – It Wants Its Callbacks

2 weeks ago | nojitter.com | Dave Michels

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. Once while we were waiting in line to give money to a bank teller, my mother told me that businesses that make you stand in line insult their customers. Being on hold, or simply being in a queue, is a form of standing in line. Everyone hates waiting for service.
Customer Engagement Solutions Are a Pathway to High Value UC&C Seats

2 weeks 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.