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Category: Contact Center

Two New Features – Automatic CSAT Generation and Agent Burnout Detection – Help the Solution Stand Apart from the Crowd
Keith Kirkpatrick, Research Director with The Futurum Group, covers Cisco’s new CCaaS enhancements that are powered by AI, and are designed to improve both agent and customer experiences.
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.
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’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.
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.
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.
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.
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.
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.
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 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.
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.