The AI-Driven Solution Helps to Quantify Burnout and Predict Churn
Sherril Hanson, Senior Analyst at The Futurum Group, provides insights into Intradiem’s new agent attrition predictor that can help assess burnout and offer recommendations.
Native Video Functionality Helps Agents Troubleshoot Remotely
Sherril Hanson, Senior Analyst at The Futurum Group, dives into 8x8’s new video functionality in its contact center solution. Agents can now natively provide a video interaction directly from Agent Workspace, helping to save time and money.
Verint Introduces the Verint Personal Identifiable Information (PII) Redaction Bot
Sherril Hanson, senior analyst at The Futurum Group, shares insights on Verint’s new Personal Identifiable Information (PII) Redaction Bot, which joins a growing team of specialized AI-driven bots introduced by the company.
As Employee Usage of AI Apps Accelerates, Shadow AI Can Provide Visibility Into Trends and Educate on Risk
Keith Kirkpatrick, research director, and senior analyst, and Sherril Hanson, senior analyst, at The Futurum Group share insights into the new WalkMe for Shadow AI solution, which provides guardrails and guidance within an employee’s flow of work.
New Enhancements Touch on Key Parts of EX – Development and Communication
Sherril Hanson, senior analyst at The Futurum Group, shares her insights into Microsoft’s latest Viva enhancements, which are aimed at two crucial pieces of employee experience: communications and development.
Use Cases in Talent Acquisition and Talent Intelligence Are First Out the Door With Much To Follow
Sherril Hanson, Senior Analyst at The Futurum Group, shares her insights on SAP’s use of AI across the SuccessFactors HXM suite and offers key takeaways from the recent SuccessConnect conference.
The Futurum Group Interviews Beekeeper CEO Cristian Grossman and CPO Kees de Vos
Sherril Hanson, Senior Analyst at The Futurum Group, chats with Beekeeper about frontline worker trends, challenges, and the technologies that can help remove pain points.
Access to the Full Workhuman Platform Will Be Easier as Part of Users’ Workflow
Sherril Hanson, Senior Analyst at The Futurum Group, shares her thoughts on Workhuman’s latest Microsoft Teams integration, which promises easy access to the full Workhuman platform, and explores the latest HWI.
Avaya Experience Platform Is Making Strides With a Solid Cadence of Feature Rollouts
Sherril Hanson, Senior Analyst at The Futurum Group, breaks down Avaya’s announcement on its progress across multiple fronts and discusses the latest enhancements to the Avaya Experience Platform.
Two CX Providers Meld Capabilities To Provide Deeper Digital Experience Analysis
Sherril Hanson, Senior Analyst at The Futurum Group, shares her insights into the InMoment and Contentsquare partnership that promises to provide more insights into customer behaviors.
The Acquisition Targets AI Bots That Will Fold Into Salesforce Service Cloud
The Futurum Group’s Keith Kirkpatrick and Sherril Hanson share their impressions of the Salesforce acquisition of Airkit.ai and discuss how the company’s bots might be integrated into Sales Cloud Einstein.
Zoom Enhances Its Offering With Workforce and Quality Management
Sherril Hanson, Senior Analyst at The Futurum Group, shares her insights into Zoom’s launch of Workforce Engagement Management, which includes both Zoom Workforce Management and Zoom Quality Management.
