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Category: Contact Center

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.
The Acquisition Will Add Social and Digital Listening and Analytics into the Genesys Cloud Platform
Sherril Hanson, Senior Analyst at The Futurum Group, shares her insights on the proposed acquisition of Radarr Technologies by Genesys which will bring social and digital listening and analytics into the Genesys Cloud Platform.
Solid Progress, But What Will Be the Reality in 2024?
Sherril Hanson, Senior Analyst at The Futurum Group, provides insights into 2023 employee experience trends as well as a look ahead at what to expect in 2024.
Acquisition to Deepen Zendesk’s Workforce Engagement Management Capabilities, Support CX Quality Improvements
Keith Kirkpatrick and Sherril Hanson of The Futurum Group provide insights into Zendesk’s announced acquisition of quality management platform provider Klaus, bringing the benefit of analytics on both human and digital agent performance.
And Yes, There Was More than AI
Sherril Hanson, Senior Analyst at The Futurum Group, provides insights into 2023 customer experience trends as well as a look ahead at what to expect in 2024.
Quiq Offering Spans Digital Messaging and AI-Based Contact Center
Keith Kirkpatrick and Sherril Hanson of The Futurum Group speak with conversational CX provider Quiq to learn more about the platform and what makes it unique.
Research from Cogito Shows a Good Portion of Consumers Still Want to Speak with a Human
Sherril Hanson of The Futurum Group digs into recent research from Cogito that points to the continued desire for human agents for customer service experiences.
Talkdesk Education Smart Service Joins Other Vertical-Focused Contact Center Solutions
Sherril Hanson, Senior Analyst at The Futurum Group, takes a look at Talkdesk’s new contact center vertical solution for higher education, Talkdesk Education Smart Service.
Verint’s Analyst Days Provided Insights into Its Growing Number of Specialized Bots
Sherril Hanson, Senior Analyst at The Futurum Group, shares insights from Verint’s Analyst Days event, including information shared about the company’s growing number of specialized bots.
WEM Customer Numbers Are Growing and Usage Is Deepening
Sherril Hanson, Senior Analyst at The Futurum Group, shares insights from Genesys’ annual update on its Workforce Engagement Management solution, which has been showing steady customer growth and deepening usage.
Sales Assist Combines Many 8×8 Capabilities, Tying Together the Customer Journey
Sherril Hanson, Senior Analyst at The Futurum Group, looks at 8x8’s new Sales Assist, which helps retailers provide an improved and connected customer experience.