A contributor called it last month and we’re confirming it with our own year in review – this is the year Teams took over UCaaS.

A look back at some of the key trends in POTS, Gen AI security and workplace collaboration, as well as some insights on potential trends in 2025.

Metrigy’s recently published Employee Engagement Optimization: 2025 global study of 400 organizations showed that work location is in a state of flux and that hybrid work strategies are driving ...

Welcome to this week’s No Jitter Roll, our regular roundup of product news in the communication and collaboration spaces. Leading off this week, we highlight CallRail’s new capability that allows ...

Welcome to this week’s No Jitter Roll, our regular roundup of product news in the communication and collaboration spaces. Leading off this week, we highlight: Five9’s new feature for Microsoft Teams, ...

Welcome to this week’s No Jitter Roll, our regular roundup of product news in the communication and collaboration spaces. Leading off this week, we highlight: some of the news out of AWS re:Invent ...

No Jitter askedMila D’Antonio, Principal Analyst, Customer Engagement, Omdia for her thoughts on the year that was and the year that will be – with respect to AI, the contact center and customer ...

The promise of AI tools with the agency to make decisions has potential – but adopters would be wise to understand what AI agents can do well. CallRail can now track leads from AI-powered search ...

There's something else that's at play here, as well. Prior to the existence of CCaaS – that is, ‘as a service’ – companies would buy a PBX, and then they would buy a contact center. And 60 to 70% of ...

Only three months after the debut of Agentforce 1.0, Salesforce launched Agentforce 2.0, the latest iteration of its autonomous AI platform which allows organizations to build and deploy autonomous ...

She stated, “The single biggest cost in the contact center is not the cost of technology or network services; it’s the cost of agent resources. If we can find a way to increase containment through ...