JAA'S Analyst Blog - Current Posts

Since the relaunch, JAA's traffic has been really growing, as is our following, and your support is greatly appreciated! For those who have signed up for the blog via RSS, we hope you continue following, and sharing with others is also appreciated.

You should also know that the majority of JAA's thought leadership is published on sites other than this blog, and the best way to follow my broader coverage is to subscribe to my monthly newsletter.

A short note for navigating this section - scroll below for the most recent posts, and then for more, click on the Blog Archive box, where you can view all of my posts, going back to the beginning in March 2005.

Aside from traveling to industry and vendor events, I work with many vendors to provide various forms of thought leadership and go to market support - that’s mainly how I make my living.

NICE is one of those vendors, and my latest work with them is a white paper, which was recently published. I don’t have the exact date, but was likely around late March. AI is transforming the contact center space in many ways, and there is no shortage of angles to explore.

For this white paper, the focus is on supervisors, a role that tends to be in the shadows when considering use cases for AI. Well, it turns out this is a really important use case, and to better learn why, I hope you give this a read. As with most white papers, registration is required on the vendor’s website - it just takes a moment, and follow-on comments are welcome, as always.