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....
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...
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....
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....
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....
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....
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...
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...
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....
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...
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...
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