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Category: Contact Center

Sales Assist Launched by 8x8 to Support Retailers with CX Challenges
Sherril Hanson

Sales Assist Launched by 8×8 to Support Retailers with CX Challenges

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.
Twilio Drops Video Service: The End of an Era in CPaaS
Craig Durr

Twilio Drops Video Service: The End of an Era in CPaaS

Twilio Shifts Focus with Programmable Video Service to Sunset by 2024
Craig Durr, Research Director at The Futurum Group, analyzes the implications of Twilio's Programmable Video service sunset and market shifts.
Craig Durr and Sherril Hanson

Zoom Introduces Zoom Surveys

Solution Can Be Leveraged with Both Employees and Customers
Craig Durr and Sherril Hanson of The Futurum Group underscore the strategic addition of Zoom Surveys to enhance workflow and user engagement.
New Zoom Feature on Apple TV 4K Aims to Improve Meeting Accessibility
Craig Durr

New Zoom Feature on Apple TV 4K Aims to Improve Meeting Accessibility

Zoom for Home TV Is the First Third-Party Conferencing App to be Available for Apple TV
Craig Durr, Research Director at The Futurum Group, examines the new Zoom feature on Apple TV 4K aimed at improving the remote meeting experience.
New Generative AI Capabilities for Amazon Connect
Sherril Hanson

New Generative AI Capabilities for Amazon Connect

Enhancements Will Support Improved CX and Agent Productivity
Sherril Hanson, Senior Analyst at The Futurum Group, breaks down the Amazon Connect announcements at the busy AWS re:Invent event. These generative AI-supported enhancements will provide an improved customer experience and operational efficiencies.
Acknowledging the Impact of Agent Experience on Customer Experience
Keith Kirkpatrick

Acknowledging the Impact of Agent Experience on Customer Experience

In our latest Research Brief, Acknowledging the Impact of Agent Experience on Customer Experience, completed in partnership with Local Measure, we discuss the drivers of agent frustration and burnout, the benefits of implementation new technology such as AI to better support agents and enable greater automation, and the advantages provided by the use of a modern, cloud-based contact center solution that can integrate and activate technology that creates better experiences and outcomes for both agents and customers.
Driving Revenue, Customer Loyalty, and Retention via a Modern Contact Center
Keith Kirkpatrick

Driving Revenue, Customer Loyalty, and Retention via a Modern Contact Center

In our latest Research Brief, Driving Revenue, Customer Loyalty, and Retention via a Modern Contact Center, completed in partnership with Local Measure, we discuss the reasons why so many contact centers fail to deliver results, the need to support a modern customer journey and lifecycle, the use of modern tools and approaches to deliver CX efficiently, and how to convert positive agent experiences into increased customer satisfaction and loyalty.
Copilot for Service Introduced by Microsoft
Keith Kirkpatrick and Sherril Hanson

Copilot for Service Introduced by Microsoft

The Solution Takes Aim at Customer Service Use Cases, Quickly Providing Information and Guidance to Agents
The Futurum Group’s Keith Kirkpatrick and Sherril Hanson share their thoughts on Microsoft’s Copilot for Service, which provides information and guidance to agents when and where they need it, and discuss Microsoft’s platform advantage.
Zoom Revenue Up 3.2% to $1.4 Billion in Q3, Beating Analyst Estimates
Daniel Newman and tweiss@futurumresearch.com

Zoom Revenue Up 3.2% to $1.4 Billion in Q3, Beating Analyst Estimates

Zoom Revenue Was Solid Again in Q3 of FY 2024, Showing Steady Growth and Providing Positive Momentum Heading Into 2024 for the Video Conferencing and Collaboration Software Vendor
Daniel Newman and Todd R. Weiss, analysts with The Futurum Group, share their insights as Zoom revenue is up 3.2% to $1.4 billion in Q3, beating estimates as the video conferencing and collaboration vendor reported its latest earnings.
CX Research from Cloudera, Verint, Talkdesk, Stanford, and Kore.ai
Alex Gaw

CX Research from Cloudera, Verint, Talkdesk, Stanford, and Kore.ai

Topics Include Generative AI, Holiday Staffing Shortages, AI and CX Success, and More
Alex Gaw, contributing analyst at The Futurum Group, provides a roundup of new and recent CX research findings from Cloudera, Verint, Talkdesk, Stanford University, and Kore.ai.
RingCentral Releases RingCentral Events
Craig Durr

RingCentral Releases RingCentral Events

A Seamless All-in-One Platform for Virtual and Physical Conferencing
Craig Durr, Research Director at The Futurum Group, highlights RingCentral's strategic launch of RingCentral Events, its global events platform, as a major leap in event management.
Sherril Hanson

AI-First Contact Center Solution RingCX Now Generally Available

RingCentral Announced the RingCX Milestone in Addition to a New Workforce Engagement Management Offering Currently in Beta
Sherril Hanson, Senior Analyst at The Futurum Group, shares her thoughts on the now generally available RingCentral’s RingCX solution, a native AI-first contact center solution that is powered by RingSenseAI.
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