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Category: Contact Center

Logitech’s Leadership: Sustainability’s Role in Modern Meeting Rooms
Craig Durr

Logitech’s Leadership: Sustainability’s Role in Modern Meeting Rooms

Insight into Logitech’s Progress Toward Sustainability Goals and How Customers Can Benefit
Craig Durr, Practice Lead, Workplace Collaboration, at The Futurum Group, analyzes Logitech's pioneering sustainability initiatives within the tech industry.
Microsoft Elevates Hybrid Work with Latest Teams Enhancements
Craig Durr

Microsoft Elevates Hybrid Work with Latest Teams Enhancements

The Microsoft’s Teams Features Unveiled at Enterprise Connect 2024 Enhance Collaboration and Productivity in Hybrid Work Environments
Craig Durr, Practice Lead, Workplace Collaboration at The Futurum Group, analyzes Microsoft's latest Teams enhancements, highlighting their impact on hybrid work.
Zoom Unveils Rebranding and AI Expansion at Enterprise Connect 2024
Craig Durr

Zoom Unveils Rebranding and AI Expansion at Enterprise Connect 2024

Zoom’s AI-Driven Innovations, Announced at Enterprise Connect 2024, Are Set to Shape the Future of Collaborative Technology with Enhanced User Experiences
Craig Durr, Practice Lead, Workplace Collaboration at The Futurum Group, delves into Zoom's strategic AI enhancements at Enterprise Connect 2024, highlighting their potential to redefine collaborative experiences.
Salesforce Shows Next-Gen Contact Center Innovations at Enterprise Connect 2024
Craig Durr

Salesforce Shows Next-Gen Contact Center Innovations at Enterprise Connect 2024

Explore Salesforce’s Latest Contact Center Innovations at Enterprise Connect 2024, Featuring AI Integration and Knowledge Management Enhancements
Craig Durr, Practice Lead, Workplace Collaboration at The Futurum Group, delves into Salesforce's innovative contact center solutions revealed at Enterprise Connect 2024.
Twilio Q4 2023 Revenue Grows 5% YoY, Beating Targets
Daniel Newman and Sherril Hanson

Twilio Q4 2023 Revenue Grows 5% YoY, Beating Targets

Solid Quarter as the Company Focuses on Innovation and Profitable Growth
Daniel Newman and Sherril Hanson of The Futurum Group break down Twilio’s Q4 2023 earnings, which saw the company exceed its guidance with a record quarter of revenue, non-GAAP income from operations, and free cash flow.
Zendesk Reveals Improvements to Tymedesk Workforce Management Solution
Keith Kirkpatrick and Sherril Hanson

Zendesk Reveals Improvements to Tymedesk Workforce Management Solution

Enhancements Center on Helping Organizations Manage Workers More Effectively and Efficiently
Keith Kirkpatrick and Sherril Hanson of The Futurum Group cover Tymeshift’s latest product enhancements and discuss how they should help Zendesk meet the needs of larger customers.
AI-Driven Features of Cisco Webex Contact Center
Sherril Hanson

AI-Driven Features of Cisco Webex Contact Center

Webex AI Strategy Empowers Webex Contact Center to Better Support Customers and Agents
Sherril Hanson, Senior Research Analyst at The Futurum Group, shares insights into a recent Cisco Webex briefing focused on its AI strategy, particularly relating to Webex Contact Center.
RingCentral Announces Unified Patient Care Solution for Healthcare
Sherril Hanson

RingCentral Announces Unified Patient Care Solution for Healthcare

Integrations with Electronic Health Record Providers and AI Will Provide for Smoother Workflows and Improved Patient Journeys
Sherril Hanson, Senior Analyst at The Futurum Group, reviews recent introductions to RingCentral’s Healthcare Solution, which focus on EHR integration and the use of generative AI to remove friction points, ease mundane tasks and connect data.
Zoom Announces New AI Companion Capabilities
Craig Durr and Sherril Hanson

Zoom Announces New AI Companion Capabilities

Enhancements Are Across Platform and Include the Contact Center
Craig Durr and Sherril Hanson at The Futurum Group share insights into Zoom’s latest AI Companion enhancements that offer improved workplace communications and efficiencies and an analytics dashboard for a view of usage.
Zenarate’s AI Coach Takes Aim at Contact Center Training Gaps
Keith Kirkpatrick and Sherril Hanson

Zenarate’s AI Coach Takes Aim at Contact Center Training Gaps

Zenarate’s Training Solution Helps Agents Prepare for Success, Keep Skills Fresh and Relevant, and Support a Better Customer Experience
Keith Kirkpatrick and Sherril Hanson at The Futurum Group chat with Zenarate CEO and cofounder Brian Tuite and provide insights into AI Coach, a solution that provides in-depth natural language role play and skills coaching.
Sprinklr Service: 150 New or Enhanced Capabilities
Sherril Hanson

Sprinklr Service: 150 New or Enhanced Capabilities

New Capabilities Focused on Supporting a Better Customer Experience and More Friction-Free Agent Experience
Sherril Hanson, Senior Analyst at The Futurum Group, discusses new and enhanced capabilities to the Sprinklr Service suite, a suite of solutions that has seen a fast pace of new functionalities across nine different service products.
8x8’s XCaaS AI Capabilities Deepen and New Partner Program Launched
Sherril Hanson

8×8’s XCaaS AI Capabilities Deepen and New Partner Program Launched

Sherril Hanson, Senior Analyst of The Futurum Group, looks at 8x8’s new AI-driven XCaaS enhancements, which support a better user experience, provide efficiencies to agents and supervisors, and leverage integrations.
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