Category: Contact Center

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.
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.
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.
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.
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.
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.
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 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.
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
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.
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.
Q3 2023 Revenue Increases 5% Year-Over-Year as Twilio Continues on Its Path for Growth
Daniel Newman and Sherril Hanson of The Futurum Group break down Twilio’s strong Q3 2023 earnings. Twilio exceeded its revenue targets and delivered solid product innovation.