Category: Contact Center

March 25, 2022

Clint Wheelock

Research Report for Purchase

CX for Contact Centers

Case Studies, Market Drivers and Barriers, and Market Sizing and Forecasts Focused on the Adoption of CX Platforms and Applications in Contact Centers

Contact Center, Customer Experience

March 18, 2022

Keith Kirkpatrick

Industry News

Methods for Improving Agent Training

Customers Assessing Their Experiences Still Give the Most Weight to Their Interactions with Human Agents

Contact Center

March 8, 2022

Keith Kirkpatrick

Industry News

Using Co-Browsing to Improve Customer Experiences

Collaborative Browsing Can Also Boost Sales, but Agents Need to Carefully Follow Rules for Client Consent

Contact Center

March 2, 2022

Clint Wheelock

Resource

Carnival Cruise Line Sets Sail with Verint

Contact Center, Customer Experience

March 2, 2022

Clint Wheelock

Resource

7-Eleven Improves Case Efficiency by Prioritizing Customer Feedback

Contact Center, Customer Experience

March 2, 2022

Keith Kirkpatrick

Industry News

Evaluating Chatbots for Customer Support Applications

Chatbots Are Evolving From Rules-Based Systems to Understanding Language and Intent, Increasing Functionality and Requiring More Assurance of Proper Functioning

AI, Contact Center

February 28, 2022

Alex Gaw

Industry News

Zoom Launches New Contact Center CX Offering

The New Solution Is Video Optimized and Has Unified Communications Capabilities

AI, Contact Center, CRM, Unified Communications, Workplace Collaboration

February 25, 2022

Daniel Newman

Research Note

Five9 Q4 2021 Revenue Hits Record $173.6M, Shows Growing Traction for Cloud Contact Center Services

Futurum’s Daniel Newman and Todd R. Weiss cover Five9 Q4 2021 earnings. The company hits a record $173.6 million, illustrating the growing power of cloud services, especially in the contact center arena.

AI, Automation, Contact Center, Customer Data Platform

February 22, 2022

Keith Kirkpatrick

Industry News

Essential Contact Center Agent Skills

Personality Traits, Organizational Skills, Communication, and Empathy Are All Essential to Providing World-Class CX

Contact Center

February 21, 2022

Andrew Broderick

Industry News

The Role of Contact Centers in Improving Patient Experiences in 2022

Five Themes Emerge on How Innovative Contact Center Technology Can Help Healthcare Organizations Enhance the Patient Experience

Contact Center

February 18, 2022

tweiss@futurumresearch.com

Research Note

WalkMe Q4 Full and Year 2021 Earnings Report Sees Q4 Revenue Increase 37% as Subscription Revenue Rises 39%

Futurum Analysts Shelly Kramer and Todd R. Weiss cover WalkMe’s latest earnings report for Q4 2021 and FY2021, analyzing WalkMe’s results following a pivot to an enterprise focus and how that’s paying off, and sharing insights on what’s likely ahead in this growing market segment for Digital Adoption Platforms.