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Category: Contact Center

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.
Vi Launches Vi Priority, Furthering CX for Postpaid Customers
Sherril Hanson

Vi Launches Vi Priority, Furthering CX for Postpaid Customers

Vi Priority Eases Many Friction Points, Enhances Onboarding, and Provides Personalization
Sherril Hanson, Senior Analyst at The Futurum Group, explores Vi’s latest offering, Vi Priority, which is aimed at lucrative postpaid customers and leverages foundational CX strategies.
CX Research From Zoho, SAP Emarsys, and Verint
Alex Gaw

CX Research From Zoho, SAP Emarsys, and Verint

Topics Cover Small Businesses and CRM, US Shoppers and AI, and AI for the Modern Contact Center
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of new and recent CX research reports and survey findings from Zoho, SAP Emarsys, and Verint in collaboration with Five9.
TTEC Launches Two AI Solutions
Sherril Hanson

TTEC Launches Two AI Solutions

AI Readiness Assessment and TTEC Digital Contact Center Intelligence Powered by AWS are Introduced
Sherril Hanson, Senior Analyst at The Futurum Group, looks at two new announcements coming from TTEC, both centered around supporting contact centers as the move forward with layering in artificial intelligence.
Sherril Hanson

Genesys and Salesforce Partnership Brings Together CCaaS and CRM

CX Cloud from Genesys and Salesforce Promises a More Unified and Optimal Customer and Employee Experience
Sherril Hanson, Senior Analyst at The Futurum Group, shares insights into the new partnership between Salesforce and Genesys that combines CCaaS and CRM.
8x8 Adds Voice to AI Self-Service Capabilities
Sherril Hanson

8×8 Adds Voice to AI Self-Service Capabilities

8×8 Demonstrates Its Deepened Commitment to Contact Center Solutions Through Product Enhancements
Sherril Hanson, Senior Analyst at The Futurum Group, shares her insights into 8x8’s addition of voice to its Intelligent Customer Assistant, using conversational AI to offer customers another avenue for self-service.
Sherril Hanson

Twilio Unveils a Robust Lineup of CustomerAI-Powered Solutions

Generative and Predictive AI Will Support Deeper Personalization and Efficiencies
Sherril Hanson, Senior Analyst at The Futurum Group breaks down Twilio’s raft of CustomerAI-related product announcements centered on generative and predictive artificial intelligence.
Verint Consumer Expectations and Usage of Digital Channels Are Rising
Sherril Hanson

Verint: Consumer Expectations and Usage of Digital Channels Are Rising

Verint’s 2023 State of Digital Customer Experience Shows Interactions, Channels, and Expectations are Rising and Companies Face Barriers in Meeting the Challenge
Sherril Hanson, Senior Analyst at The Futurum Group, breaks down Verint’s recent research conducted on digital customer experience. Interactions, channels, and expectations are rising, and companies face barriers in meeting the challenge.
Zoom Revenue for Q2 Hits $1.14 Billion, Up 3.6% YoY, Beating Estimates
Craig Durr
tweiss@futurumresearch.com & Craig Durr

Zoom Revenue for Q2 Hits $1.14 Billion, Up 3.6% YoY, Beating Estimates

It Was a Solid Q2 for Zoom’s Video Conferencing, Cloud Contact Center, and Collaboration Software Products
Todd R. Weiss and Craig Durr, analysts at The Futurum Group, share their insights as video conferencing, cloud contact center, and collaboration vendor Zoom reported that its Q2 FY2024 revenue rose to $1.14 billion, up 3.6% from $1.1 billion YoY.
RingCentral Introduces Intelligent Contact Center Solution RingCX
Sherril Hanson

RingCentral Introduces Intelligent Contact Center Solution RingCX

RingCX Will Combine RingCentral’s AI Functionalities, Its Unified Communications Capabilities, and Omnichannel Contact Center
Sherril Hanson, Senior Analyst at The Futurum Group shares her insights into RingCentral’s new native, intelligent contact center solution, RingCX.
Medallia and Cogito Partner; Medallia Reaches AI Milestone
Sherril Hanson

Medallia and Cogito Partner; Medallia Reaches AI Milestone

Partnership Promises Data Flow To Support Both Agents and Customers; Medallia Makes It Clear They Are No Newcomer To AI in Experience Management
Sherril Hanson, Senior Analyst at The Futurum Group shares her insights on two recent Medallia announcements, including the company’s reveal that its sizeable financial investments in AI over the past 2 years has yielded strong results, with more than 1 million weekly active AI users on its platform.
Zoom Announces Developer Ecosystem Framework
Keith Kirkpatrick

Zoom Announces Developer Ecosystem Framework

Support for Integrations to Help Customers Run Best-in-Breed Applications With Zoom Functionality
Keith Kirkpatrick, Research Director at The Futurum Group covers Zoom’s newly announced Developer Ecosystem Framework, and discusses how it will be used to support current customer application preferences while also setting the table for future platform sales opportunities.
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