The company says that improving AI competency will allow a human workforce to enjoy greater agency within their jobs in ...

Agentic AI used to augment human contact center agents may lead to new and improved customer service delivery.

From a marketing and adoption standpoint, humanizing AI agents can lower the barrier to first use. Karina Tymchenko, founder of digital marketing firm Brandualist, says vendors often see higher ...

This year, enterprise communications professionals will be figuring out how to augment the human workforce while also ...

In 2025, 47.9% of companies used the contact center platform as the primary interface for agents, and 43.2% used the CRM ...

Ensuring autonomous workflows perform with consistent reliability and accuracy is core to customer experience; CX assurance ...

Despite years of investment, most enterprises still can’t easily unify voice, chat, and customer relationship management (CRM) data to generate meaningful customer insights. Unifying this data is ...

Confluent’s data-streaming platform helps data engineers move data that flows continuously – such as payments, orders and activity on a website – between databases, data lakes and AI systems. It also ...

Defining what AI should decide — and when humans must intervene — is becoming a cornerstone of responsible automation and compliance strategy across customer operations. As agentic AI becomes more ...

About a decade ago, I used to regularly get asked if Cisco was done with Webex. There was a persistent notion that Webex was a liability for Cisco, and that the company would likely sell or spin out ...

This week’s earnings call was also notable in Salesforce’s emphasis on its new term: the “agentic enterprise.” First used during its October 2025 Dreamforce event, the term “agentic enterprise” was ...

From a product announcement standpoint, Avaya’s been quiet since its big reveal of the Avaya Infinity Platform back in April. No Jitter covered that news a product focused article and another from ...