Contact center/enterprise communications industry analyst. NYC born and bred, concrete jungle where dreams are made of.
Etna, NH
Joined October 2008
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It's time to challenge the false dichotomy between using #AI for human augmentation OR automation, as illustrated by @AWSreInvent's emphasis on Human + AI Teammates. @SkypeSenorita @MediaTanya @chrishalcon @priceline @centricaplc #CX #AgenticAI nojitter.com/contact-centers…
Sheila McGee-Smith retweeted
@LandsEnd Why are you advertising when you can't handle filling the orders you already have? Order made on April 1st and it still says processing. Chat was negative help. Knew nothing, can't escalate. Lame.
Sheila McGee-Smith retweeted
Big news at @Five9! We are proud to introduce our new CEO, Amit Mathradas. Find out more in this @NoJitter article by industry analyst @McGeeSmith. nojitter.com/contact-centers…
BREAKING: @Five9 Announces New CEO. Most recently of @Nintex, Amit Mathradas has a proven record in incorporating #AI into platforms. More on @nojitter @MandyKnotts @laurasmackey @CCaaS #CX
Yes, you are seeing double! I will be in not one but two breakout sessions at #Five9CXSummit in Nashville next week: first with @ADignan discussing predictions for CX in 2026, and next with Jon Anderson, Sr. Dir, Strategy—how consumer behavior is shaping #TheNewCX. #AgenticAI
Review of #NiCEAnalystConference on @NoJitter: @NICELtd leaders on how #AI emphasis Is Altering their GTM. Two recent executive additions, Jeff Comstock and Philipp Heltewig, as well as CEO Scott Russell, shared thoughts on GTM changes. #CCaaS #CX #AI buff.ly/fdrS50Z
#DF25: The Clouds Are Gone, the Agentic Enterprise Is Here. @salesforce subtly re-branded from cloud to Agentforce as it expanded its #agenticAI capabilities across its portfolio. @katelynburrill #AI
No Jitter: lnkd.in/ejP5yH4W
Sheila McGee-Smith retweeted
"By combining CommunityWFM's mature workforce management capabilities with RingCX, RingCentral’s #CCaaS solution becomes more complete than any other UCaaS-CCaaS vendor in the market." - #CX analyst @McGeeSmith
More in this @nojitter article: ringcentr.al/4mh71K1.
Hmmm. Not sure that’s exactly what I said, but a great acquisition. 😆
This quoted post is unavailable.
Sheila McGee-Smith retweeted
Experience #TheNewCX at this year's #Five9CXSummit. Registration is now open! 🙌 Cut through the hype, see the proof, and leave with the clarity, confidence, and momentum to lead your CX forward. For customers, save $200 with our early bird pricing: @Five9 bit.ly/3Jlu5JL?blaid=7853835
Wow, my husband and I could’ve saved a lot of money on fencing over the last 30 years!
Ever lost track of your dog? SATELLAI's smart collar combines GPS, health tracking, and virtual fencing to keep your pet safe. It's like a Fitbit, GPS, & virtual fence all in one device. Learn how it's changing pet safety forever. #PetTech #IoT #AI #CES26 xitter.cf/i/broadcasts/1jMJgRNqY…
The bank fired agents as they rolled out the solution. They didn’t even wait to let customers get used to the #AI. “Call volumes were in fact increasing and CBA was scrambling to manage the situation by offering staff overtime and directing Team Leaders to answer calls.” #CX
Bank Fires Workers in Favor of AI Chatbot, Rehires Them After Chatbot Is Terrible at the Job
Yet another tale of AI's less-than-stellar employee track record has emerged @mcgeesmith gizmodo.com/bank-fires-worke…
Good advice, especially the last of the three. Now, go watch it!
Advice From A #CallCenter Geek - 3 Tips For Purchasing A New #ContactCenter Platform fb.watch/jAneDHw-Fq/ For FREE Help Sourcing Contact Center Technology Ask Here=> business-voip-solution.com/q… #CCaaS @rajwadhwani @blairplez @CCPipeline @RGareiss @McGeeSmith @tlaird_expivia
.@NoJitter: 4Years In, @Zoom #ContactCenter Stands with #CCaaS Leaders. @ProAssurance's journey shows how Zoom is winning over enterprises with simplicity and seamless @ServiceNow. Thank you for letting me tell your story! @jaredpoliva @MissCouture buff.ly/GexH6cx
.@NiCEltd Accelerates #Agentic #AI Focus with @Cognigy Acquisition Buy will accelerate NiCE’s strategic plan to provide #CCaaS solutions that orchestrate intelligent customer experiences end-to-end. @NoJitter @ScottROfficial @ChrisIrwinDudek buff.ly/ysUlh0P
BREAKING: @NiCEltd to Acquire @Cognigy in a transaction that values Cognigy at ~$955M. CEO @ScottROfficial “This is a landmark moment for NiCE, a strategic move that fast-tracks our #AI innovation agenda." A#CX market-altering deal! More soon on @NoJitter. @ChrisIrwinDudek
I don't know who their CMO is or their social media crisis team, but I think this is brilliant. Coldplay's ex-wife?!?
Tom Eggemier "With @Zendesk’s pricing model, the fact that the query was not resolved by the AI agent would not generate a charge," i.e., if a human agent resolved the call. BUT, there would be a charge for the agent resolution. One charge instead of two is the point. #CX
Interview: Zendesk CEO on how resolution pricing is revolutionising AI agent value
@Zendesk is applying a flexible outcome-based pricing model to customer services that is unique within the industry, says CEO Tom Eggemeier. verdict.co.uk/interview-zend… @mcgeesmith
.@RingCentral #AI Receptionist is now generally available. In controlled release, 2,000 customers began using the solution! Usage-based pricing model: $39/license, includes 100 mins of use. Additional minutes in bundles of 100. @kiramakagon @TdreyerCX buff.ly/mND3S9o
.@NICELtd Debuted New CEO, Products, and Celebrity Brand Campaign at #NiCEi25. Exclusive details on CXone Mpower Desk, a new UI announced. #CX #AI #WEM @EinatWeiss @ChrisIrwinDudek @Schevone_NICE
No Jitter: nojitter.com/contact-centers…
youtu.be/2IeD1_tSeec?si=XEDg… via @YouTube