Providing Customer Experience on the Go Via Mobile Applications
The News: UJET announced the release of its Agent Mobile App, making it the latest CCaaS vendor to create a tool to let customer service or sales agents interact with and respond to customers while not sitting in an office or in front of a computer. Indeed, vendors such as Five9, Genesys, Salesforce, Zendesk, Zoho, […]
Managing the Challenges of Using the Contact Center Agent as the Human in the Loop
The News: A lack of trust among both company executives and consumers in the ability to trust the output of generative AI represents a speed bump in its deployment, according to a recent Salesforce briefing to industry analysts. A key strategy being deployed by Salesforce to mitigate these trust issues is ensuring that any generative […]
Educating Customers About Home IoT Network Security
The News: The advent of smart hubs, wireless routers, and a plethora of consumer-grade internet-controllable devices has created a dangerous situation for both customers and telecommunications companies. Many of the Internet of Things (IoT) devices connected to home networks are equipped with little or no network security controls, leaving the users, their home networks, and […]
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.
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.
Utilizing Mixed Reality to Deliver More Immersive Customer Experiences
The News: Consumers are eager for more advanced augmented reality (AR) and mixed reality (MR) experiences to be integrated within gaming, shopping, exercise, and other areas, particularly if technology from Apple is involved, according to a survey conducted on behalf of Amdocs. The survey of 1,000 US consumers conducted by Dynata in April 2023 also […]
UJET: Leveraging Stability and Data-Handling Policy to Drive Customer Growth
The News: The Contact Center as-a-service (CCaaS) market is dominated by stalwarts such as Genesys, 8X8, Avaya, Salesforce, Zendesk, and Five9, among others. UJET has amassed an impressive list of logos across retail, fintech, healthcare, and on-demand services providers. Driven largely by its solid reliability statistics and its CRM-focused data-handling policy, the company appears well […]
Despite a Rise in AI in CX, People Still Prefer to Interact with Humans
The News: Despite research illustrating that consumers have confidence in AI as a tool for transforming their customer experiences, research conducted by Savanta and unveiled at PegaWorld iNspire found that most people still prefer to interact with a human being instead of AI-based solutions. The research, which surveyed 5,000 consumers worldwide on their views around […]
Survey: Decision Makers Embracing the Autonomous Enterprise
Keith Kirkpatrick, Research Director at The Futurum Group, covers the results of Pegasystems’ decision maker survey on their desire to become autonomous enterprises, while digging into the challenges that all organizations will face with using AI to help support or enable autonomous systems and applications.
Webex Contact Center Incorporates Generative AI Conversation Summaries
The News: Cisco announced at its Cisco Live customer event on June 7 the incorporation of generative AI summarization technology into Webex Contact Center, which is designed to provide workers with better efficiency and collaboration enhancements. The announcement was made in parallel with the preview of generative AI capabilities to simplify policy management and threat […]
‘Noisy’ Quantum Computers May Provide Value Before the Era of Fault Tolerance
Keith Kirkpatrick, Research Director at The Futurum Group, covers IBM Quantum’s research announcement around the use of novel error-correction techniques that may allow the use of today’s non fault-tolerant quantum computing technology to address real-world problems.
Pega’s Infinity ’23 to Deliver Low-Code Development, Process Optimization
Keith Kirkpatrick, Research Director at The Futurum Group, covers the announcement of Pegasystems’ Infinity ’23 software suite, focusing on its various features sets, capabilities, and value proposition to enterprise organizations.
