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Category: Contact Center

Twilio Shows Strong Q3 2023 Results, Exceeding Revenue Targets
Daniel Newman and Sherril Hanson

Twilio Shows Strong Q3 2023 Results, Exceeding Revenue Targets

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.
Content Guru Has Its Eye on Expansion
Sherril Hanson

Content Guru Has Its Eye on Expansion

A Conversation with Content Guru CEO Sean Taylor
Sherril Hanson, Senior Analyst at The Futurum Group, interviews Content Guru’s CEO Sean Taylor who shares insights into the Content Guru journey and what is next for the company’s expansion plans.
Zendesk Helps Companies Give Employees a Smoother Workday Experience
Sherril Hanson

Zendesk Helps Companies Give Employees a Smoother Workday Experience

Omnichannel Support, Issue Identification, and Provision of Self-Service Opportunities Help Support a Positive Employee Experience
Sherril Hanson, Senior Analyst at The Futurum Group, chats with Josh Bean, Zendesk’s employee experience business lead, about the company’s progress in expanding employee experience solutions, which will result in an improved workday experience.
FOUNT Global’s SaaS Platform Fights Workplace Friction
Sherril Hanson

FOUNT Global’s SaaS Platform Fights Workplace Friction

FOUNT’s Platform Focuses on Finding Those Work Moments That Result in Employee Dissatisfaction and Loss of Productivity
Sherril Hanson, Senior Analyst at The Futurum Group, chats with FOUNT Global cofounders to learn more about the company’s SaaS platform, which is designed to identify work friction points and prioritize areas of focus that will be most impactful.
Sherril Hanson

Webex Introduces AI Capabilities for Contact Center Agent Support

AI Will Be Used to Reduce Contact Center Agent Burnout and Enhance Efficiency
Sherril Hanson, Senior Analyst at The Futurum Group, shares her insights into Cisco Webex contact center-related announcements at WebexOne. AI will be used to reduce contact center agent burnout and enhance efficiency.
Intradiem Launches Contact Center Agent Attrition Indicator
Sherril Hanson

Intradiem Launches Contact Center Agent Attrition Indicator

The AI-Driven Solution Helps to Quantify Burnout and Predict Churn
Sherril Hanson, Senior Analyst at The Futurum Group, provides insights into Intradiem’s new agent attrition predictor that can help assess burnout and offer recommendations.
New Video Capability Brought Into 8x8 Contact Center
Sherril Hanson

New Video Capability Brought Into 8×8 Contact Center

Native Video Functionality Helps Agents Troubleshoot Remotely
Sherril Hanson, Senior Analyst at The Futurum Group, dives into 8x8’s new video functionality in its contact center solution. Agents can now natively provide a video interaction directly from Agent Workspace, helping to save time and money.
New CX Research from CallMiner, eduMe, and Calabrio
Alex Gaw

New CX Research from CallMiner, eduMe, and Calabrio

Research Topics Include AI Investment Among Organizations, Employee Customer Skills, and AI’s Impact on Center Agents
Alex Gaw, contributing analyst at The Futurum Group, provides a roundup of new and recent CX research findings from CallMiner, eduMe, and Calabrio.
Verint’s Team of Bots Gets Bigger
Sherril Hanson

Verint’s Team of Bots Gets Bigger

Verint Introduces the Verint Personal Identifiable Information (PII) Redaction Bot
Sherril Hanson, senior analyst at The Futurum Group, shares insights on Verint’s new Personal Identifiable Information (PII) Redaction Bot, which joins a growing team of specialized AI-driven bots introduced by the company.
CX Wins for TTEC, 8x8, and Oracle Communications
Alex Gaw

CX Wins for TTEC, 8×8, and Oracle Communications

Partners Include GSA, Lake Ridge Bank, and Batelco
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of recent CX wins by TTEC, 8x8, and Oracle.
Avaya Is Making Strong Progress in Business and Product Enhancements
Sherril Hanson

Avaya Is Making Strong Progress in Business and Product Enhancements

Avaya Experience Platform Is Making Strides With a Solid Cadence of Feature Rollouts
Sherril Hanson, Senior Analyst at The Futurum Group, breaks down Avaya’s announcement on its progress across multiple fronts and discusses the latest enhancements to the Avaya Experience Platform.
Sherril Hanson

Workforce Engagement Management Is Added to Zoom’s Contact Center

Zoom Enhances Its Offering With Workforce and Quality Management
Sherril Hanson, Senior Analyst at The Futurum Group, shares her insights into Zoom’s launch of Workforce Engagement Management, which includes both Zoom Workforce Management and Zoom Quality Management.
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