Sheila McGee-Smith on Muck Rack

Sheila McGee-Smith

  • Founder and Principal Analyst, McGee-Smith Analytics
Chicago, Etna, Oak Brook
As seen in: LinkedIn, Twilio, NewsBreak, RingCentral Blog, Genesys, No Jitter, ICMI, TalkingPointz
Contact center/enterprise communications industry analyst. NYC born and bred, concrete jungle where dreams are made of.
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Articles

How WEM is becoming workforce empowerment in the AI era

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By Sheila McGee-Smith
| No Jitter
At NiCE World 2026 in Orlando, the company is introducing Workforce Empowerment (WE) Suite. WE is a new name and operating framework for what had long been known as workforce engagement management (WEM). The message behind the launch is that in today’s contact center, where humans and AI agents increasingly work side by side, the old category no longer fully describes the purpose and mission.
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Zendesk’s CCaaS story keeps getting stronger

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By Sheila McGee-Smith
| No Jitter
At Zendesk Relate, held in Denver, Colorado, May 18-20, 2026, one of the many announcements was the general availability of CCaaS as a natively integrated component of the Zendesk Resolution Platform. The core technology to bring voice into a platform already rich with contact center solution components came from the acquisition of Local Measure in May 2025. I first met the Local Measure leadership in 2022 at AWS re:Invent.
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Microsoft's new AI agents define new CX vision

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By Sheila McGee-Smith
| No Jitter
Microsoft is having a CX moment. Today, the company introduced a series of new AI agents that operate across the customer experience spectrum, including real-time voice agents in the Microsoft Copilot Studio design tool and out-of-the-box agents for Microsoft Dynamics 365 Contact Center, Microsoft Dynamics 365 Sales, and Microsoft Dynamics 365 Customer Insights that are customized in Copilot Studio.
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