This benchmark assesses how major enterprise software vendors are implementing agentic AI in customer help today. It explains the criteria that separate basic LLM chat from enterprise-grade agentic systems, introduces...
In this episode of Enterprising Insights, The Futurum Group Enterprise Applications Research Director Keith Kirkpatrick is joined by Robert Kramer, VP and Principal Analyst, Moor Insights & Strategy, to discuss...
In this episode of Enterprising Insights, host Keith Kirkpatrick discusses recent contact center product announcements, focusing specifically on news from Microsoft Dynamics 365 Contact Center and Cisco’s Webex Contact Center....
Alex Barretto, Senior Vice President at Dell, joins Patrick Moorhead and Daniel Newman to share his insights on leveraging AI in Dell's support services, enhancing customer satisfaction and operational efficiency....
Paul Nashawaty, Practice Lead, and Sam Holschuh, Analyst, at The Futurum Group share their insights on Chronosphere's strategic leadership moves and their impact on the observability market....
Keith Kirkpatrick, Research Director with The Futurum Group, covers Pegasystems’ announcement of its GenAI Knowledge Buddy, which can be deployed across a range of customer and employee use cases to...
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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