Tag: agent experience

AI-Driven Features of Cisco Webex Contact Center
February 12, 2024

AI-Driven Features of Cisco Webex Contact Center

Sherril Hanson, Senior Research Analyst at The Futurum Group, shares insights into a recent Cisco Webex briefing focused on its AI strategy, particularly relating to Webex Contact Center....
Zenarate’s AI Coach Takes Aim at Contact Center Training Gaps
January 30, 2024

Zenarate’s AI Coach Takes Aim at Contact Center Training Gaps

Keith Kirkpatrick and Sherril Hanson at The Futurum Group chat with Zenarate CEO and cofounder Brian Tuite and provide insights into AI Coach, a solution that provides in-depth natural language...
Verint’s Bots Provide Time and Cost Savings
December 20, 2023

Verint’s Bots Provide Time and Cost Savings

Sherril Hanson, Senior Analyst at The Futurum Group, shares insights from Verint’s Analyst Days event, including information shared about the company’s growing number of specialized bots....
Genesys Cloud Workforce Engagement Management Showing Strong Growth
December 15, 2023

Genesys Cloud Workforce Engagement Management Showing Strong Growth

Sherril Hanson, Senior Analyst at The Futurum Group, shares insights from Genesys’ annual update on its Workforce Engagement Management solution, which has been showing steady customer growth and deepening usage....
Intradiem Launches Contact Center Agent Attrition Indicator
October 26, 2023

Intradiem Launches Contact Center Agent Attrition Indicator

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....
September 27, 2023

Workforce Engagement Management Is Added to Zoom’s Contact Center

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....
TTEC Launches Two AI Solutions
September 12, 2023

TTEC Launches Two AI Solutions

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...
Medallia and Cogito Partner; Medallia Reaches AI Milestone
August 9, 2023

Medallia and Cogito Partner; Medallia Reaches AI Milestone

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...
IrisCX Introduces Session Score
August 7, 2023

IrisCX Introduces Session Score

Sherril Hanson, Senior Analyst at The Futurum Group, shares insights on the new Session Score measurement tool recently introduced by smart video platform provider IrisCX....
8x8 Announces Enhancements to Support Better CX and EX
August 4, 2023

8×8 Announces Enhancements to Support Better CX and EX

Sherril Hanson, Senior Analyst at The Futurum Group, covers and assesses the 8x8 announcement of several new enhancements to its 8x8 xCaas platform, particularly those related to its contact center...
Study Generative AI Is Most Helpful to Less-Skilled Contact Center Workers
July 10, 2023

Study: Generative AI Is Most Helpful to Less-Skilled Contact Center Workers

Keith Kirkpatrick, Research Director at The Futurum Group, covers the results of an MIT Sloan/Stanford University study that found generative AI is most helpful to less-skilled contact center workers, and...

Welcome

The vision behind everything in Futurum’s Custom Research practice is this: research should show you what is happening, what comes next, and what to do about it. It should be personal to each audience, easy for people to grasp, and structured so LLMs can reason over it accurately. And it should be fast and turnkey; you want answers now, not another project to carry for quarters.

Whether you are defining business, channel, or go-to-market strategy; evaluating vendors or justifying ROI; or commissioning research to fill an emerging market need, we have your back, with a program that answers your questions with the objectivity and credibility to drive real decisions.

To do it, we bring unmatched data to bear: Futurum research, surveys, and market projections; validated market feeds; ETR’s 15 years of insight from 10,000 technology decision-makers; G2’s buyer and user data; and what our analysts hear every day. Add leading primary collection, from AI-moderated voice interviews to surveys and analyst-led interviews, all turnkey, and every project comes out credible, nuanced, and actionable.

And we don’t just drop the results in your lap. For internal work, we provide analyst-led sessions, interactive dashboards, and a range of formats. For market-facing work, Futurum delivers turnkey activation and amplification that actually gets seen, by people and by LLMs, through our media and share of voice. This is research that moves decisions and markets.

We will meet you wherever you are, from a fast-turn brief to a multi-year program, and shape the work to your goals, timeline, and budget. The right program for your moment.

If any of this is useful, I would love to talk.

Benjamin Brown, VP Custom Research, Futurum Research

Benjamin Brown

VP, Custom Research · The Futurum Group

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