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Company: Zendesk

Is Zendesk’s AI Voice Expansion Enough to Disrupt the Contact Center Market?
Keith Kirkpatrick
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Is Zendesk’s AI Voice Expansion Enough to Disrupt the Contact Center Market?

Zendesk Completes Local Measure Acquisition, Expanding AI-Driven Voice and Contact Center Capabilities via AWS Integration
Keith Kirkpatrick, Research Director at Futurum, explores Zendesk’s completed acquisition of Local Measure and what it means for enterprise contact centers and AI voice deployment.
Will Zendesk’s Resolutions-Driven Strategy Resonate With Customers?
Keith Kirkpatrick

Will Zendesk’s Resolutions-Driven Strategy Resonate With Customers?

The Company Is Focused On Solving Customers’ Problems Through AI and Automation and Is Willing to Stake Its Revenue on Its Platform’s Ability to Resolve Issues Efficiently at Scale
Keith Kirkpatrick, Research Director at The Futurum Group, shares his insights on Zendesk Relate, announcing the company’s Resolution Platform, Employee Service Suite, and the full embrace of an outcome-based pricing model.
Zendesk to Acquire Local Measure to Strengthen Its AI-Driven Contact Center Solutions
Keith Kirkpatrick

Zendesk to Acquire Local Measure to Strengthen Its AI-Driven Contact Center Solutions

The Deal Accelerates Zendesk’s AI-Powered Voice Strategy and Expands Its Amazon Connect Integration
Keith Kirkpatrick, Research Director at The Futurum Group, analyzes Zendesk’s acquisition of Local Measure and its impact on AI-powered contact centers, enterprise growth, and AWS integration.
How AI is Transforming the Economics of Customer Service
Keith Kirkpatrick

How AI is Transforming the Economics of Customer Service

In our latest brief, How AI is Transforming the Economics of Customer Service, completed in partnership with Zendesk, The Futurum Group explores how AI is revolutionizing customer support by automating repetitive tasks, optimizing workflows, and enabling businesses to shift focus from outdated productivity metrics to customer-centric KPIs.
Enterprising Insights: Episode 40 - Wrapping up Smartsheet Engage and Zendesk AI Summit
Keith Kirkpatrick

Enterprising Insights: Episode 40 – Wrapping up Smartsheet Engage and Zendesk AI Summit

Keith Kirkpatrick shares his insights on the key developments and their potential impact on businesses from the recent Smartsheet Engage and Zendesk AI Summit. Dive into the discussion for a closer look at the evolving tech landscape.
Will Zendesk’s New AI Tools Deliver Better Service to Customers and Workers?
Keith Kirkpatrick

Will Zendesk’s New AI Tools Deliver Better Service to Customers and Workers?

AI-Powered Agents for Omnichannel Support, Enhanced Agent Copilot, Voice, and Agent Builder Announced at the Company’s Inaugural AI Summit
Keith Kirkpatrick, Research Director at The Futurum Group shares his insights into the new announcements from Zendesk, and discusses the benefits for its customers. He also discusses the company’s solid outcomes-based pricing model.
Zendesk Ventures Launches Fund to Drive AI-First CX Innovation
Keith Kirkpatrick

Zendesk Ventures Launches Fund to Drive AI-First CX Innovation

Zendesk Launches a Global Venture Fund to Back AI Startups, Accelerating Customer and Employee Experience Advancements Through Strategic Investments in Companies Such as PolyAI and unitQ
Keith Kirkpatrick, Research Director at The Futurum Group, shares insights on Zendesk’s new venture fund, launched to support AI-driven startups such as PolyAI and unitQ, aiming to revolutionize customer experience through cutting-edge technology.
Enterprising Insights: Episode 36 – Enterprise Application Pricing Shifts
Keith Kirkpatrick

Enterprising Insights: Episode 36 – Enterprise Application Pricing Shifts

In this episode of Enterprising Insights, Futurum Group Research Director Keith Kirkpatrick discusses the shifting pricing models used by SaaS vendors, in response to the growing use of automation and genAI, and the decline in seat license revenue.
Zendesk Announces Outcome-based Pricing Model for AI Agents
Keith Kirkpatrick

Zendesk Announces Outcome-based Pricing Model for AI Agents

Significant Shift in its Pricing Model Focuses on Automated Resolutions to Deliver Value to Customers
Keith Kirkpatrick, Research Director with The Futurum Group, shares his insights on Zendesk’s announcement of outcomes-based pricing for its gen AI-powered agent technology, and discusses the challenges and opportunities for vendors and customers.
Enterprising Insights: Episode 35 – Fall Conference Season Preview
Keith Kirkpatrick

Enterprising Insights: Episode 35 – Fall Conference Season Preview

In this episode of Enterprising Insights, Futurum Group Research Director Keith Kirkpatrick discusses the fall conferences and events he is attending, and provides an overview of the information he hopes to hear from the vendors and customers at each event.
Enterprising Insights, Episode 30 – Predictions at the Halfway Point of 2024
Keith Kirkpatrick

Enterprising Insights, Episode 30 – Predictions at the Halfway Point of 2024

In this episode of Enterprising Insights, Futurum Group Research Director Keith Kirkpatrick discusses his six predictions for the 2024 enterprise SaaS market, and whether he was accurate or missed the mark.
Enterprising Insights, Episode 22 - Zendesk and Avaya Analyst Day Recaps
Keith Kirkpatrick

Enterprising Insights, Episode 22 – Zendesk and Avaya Analyst Day Recaps

In this episode Keith Kirkpatrick discusses the news coming out of the Zendesk and Avaya Analyst Days, focusing on new product enhancements around AI, corporate strategy, and automation.
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