Author: Keith Kirkpatrick

July 10, 2023

Keith Kirkpatrick

Research Note

Salesforce Leverages AI, CRM, and Real-Time Data to Improve Financial Services CX

Personalized Financial Engagement Solution Is Designed to Provide Financial Insights to Customers

Keith Kirkpatrick, Research Director at The Futurum Group covers Salesforce’s announcement of its Personalized Financial Engagement solution, and discusses how it can be used to provide granular and personalized insights based on a customer’s unified profile, both inside and outside of a core financial institution.

AI, CRM, Data Analytics

July 10, 2023

Keith Kirkpatrick

Research Note

Amdocs Announces a Telecom-Specific Generative AI Framework

amAIz Generative AI Solution Combines Carrier-Grade Architecture with Large Language Models

Keith Kirkpatrick, Research Director at The Futurum Group, covers Amdocs’ announcement of amAIz, its generative AI solution, and discusses how grounding open AI models with telecommunications-specific expertise and experience can help organizations deploy usable generative AI use cases quickly.

July 5, 2023

Keith Kirkpatrick

Research Note

Webex Expands US Federal Government Contact Center and Calling Offerings

Keith Kirkpatrick, Research Director at The Futurum Group, covers Cisco’s announcement that Webex Contact Center for Government has gained FedRAMP authorization, and highlights the value of non-federal government agencies selecting software that has also gone through the FedRAMP authorization program.

Contact Center, Unified Communications

July 3, 2023

Keith Kirkpatrick

Research Note

Using Telephone Outreach to Close the Loop After Negative Feedback

Keith Kirkpatrick, Research Director at The Futurum Group, covers an undesirable travel interaction, and discusses the best practices that were employed by the company after negative feedback was provided to the company via a post-visit survey.

Customer Experience

June 23, 2023

Keith Kirkpatrick

Industry News

Providing Customer Experience on the Go Via Mobile Applications

Organizations Must Weigh Responsiveness and Convenience Against the Potential for Agent Distractions

Communications Networks, Contact Center, Mobile Devices

June 23, 2023

Keith Kirkpatrick

Industry News

Managing the Challenges of Using the Contact Center Agent as the Human in the Loop

Assessing the Use of Contact Center Agents to Serve as Truth Arbiters for Generative AI

AI, Contact Center

June 23, 2023

Keith Kirkpatrick

Industry News

Educating Customers About Home IoT Network Security

Telecommunications Companies Can Elevate Their Role from Vendor to Trusted Advisor

Communications Networks

June 22, 2023

Keith Kirkpatrick

Research Note

Zendesk Acquires Workforce Management Software Provider Tymeshift

Keith Kirkpatrick, Research Director at The Futurum Group covers Zendesk’s acquisition of Tymeshift, an AI-powered workforce management solution built exclusively for Zendesk customers, which enables the improved management of agent workforce activity, productivity, and efficiency on a real-time basis.

AI, Digital Transformation, Mergers and Acquisitions, Workplace Collaboration

June 22, 2023

Daniel Newman & Keith Kirkpatrick

Research Note

New Avaya-Alvaria Partnership to Focus on Proactive Customer Experience, Outbound Engagement

The Futurum Group’s Daniel Newman and Keith Kirkpatrick provide their insights and analysis on the new Avaya-Alvaria partnership, as their collaboration looks to bring deeper focus on proactive customer outreach and a deeper partnership overall that aims to leverage the unique capabilities and strengths of each organization.