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Cloud-based employee experience platform

Genesys Broadens Experience Reach with the Cloud EX Launch

The News: Global experience orchestration provider Genesys has introduced Genesys Cloud EX, a solution focused on supporting employees within and beyond the contact center with AI-driven workforce forecasting and scheduling, gamification and...

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Call center satisfaction for wireless carriers

Call Center Satisfaction Weighs Down Overall Wireless Service Ratings

The News:   Call center satisfaction garnered the lowest customer ratings across each category of wireless carriers, hovering around the 70-71 mark across mobile network operators (MNOs), full-service mobile virtual network operators...

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Zendesk AI agent assistance

Zendesk Announces New AI Intelligence Layer to Power Seamless Interactions

The News: Zendesk AI, an intelligence layer that combines the company’s data and insights with new AI technologies, including the company’s proprietary models, generative, and large language models (LLMs), was announced May 10 at Zendesk’s...

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AI for customer experience

TTEC Holdings Announces Expanded Suite of Generative AI-Enabled CX Solutions

The News: TTEC Holdings, a provider of CX technology and services, announced an expanded suite of AI solutions incorporating the use of generative AI and large language models (LLMs) in its CX solutions. These solutions have been developed...

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Virtual agent design

Designing Virtual Agents and Chatbots for Better Customer Engagements

Virtual agents and chatbots have become both commonplace and vital to ensuring customers are served quickly and efficiently through the channels of their choosing. And while today’s AI-infused chatbots are far more advanced than the decision...

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Contact center as a service

Five9 Renaming CCaaS Solution; Highlights New Customer Case Studies

Contact Center-as-a-service (CCaaS) vendor Five9 announced the renaming of its core platform to the Five9 Intelligent CX Platform (ICXP), from Virtual Cloud Contact Center (VCC) or Five9 Intelligent Cloud Contact Center (ICC). According to the...

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Cisco Webex for banking

Cisco Focuses on Speedy Implementation and Complexity Reduction to Win Customers

In today's world, it is easy to get caught up in the excitement of new CX technologies and features. Many CCaaS vendors are quick to highlight the number of new features or capabilities implemented in their latest product releases, or spotlight the...

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LivePerson generative AI

LivePerson Launches Generative AI Products and Tools

The hype surrounding the use of generative AI and large language models (LLMs) has been hard to avoid, with many CX platform vendors and conversational technology providers quickly launching press releases highlighting their products’ utilization...

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Contact center automation

Meera and Five9 Team Up, Deploying AI to Resolve Common Call Center Issues

Meera, the maker of an automated conversational text messaging platform, is partnering with cloud contact center firm Five9 in a collaboration that leverages AI to streamline call centers and deliver better CX. Specifically designed to help...

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Agent engagement in contact centers

Playvox Brings a Strong Focus on Agent Engagement

I recently had a conversation and demo with Playvox, a quality and workforce management solution provider that has a strong focus on agent engagement. Playvox has targeted agent engagement since the firm’s inception, and has also been a...

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Customer communities

Driving Customer Utilization and Engagement with Communities

Along with the use of self-service and automated tools, customer communities increasingly have been deployed by organizations wishing to connect and improve engagement with their customers. These online destinations allow organizations to bring...

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Customer experience orchestration

New Genesys Data Shows High Consumer Expectations but Lagging Digital Transformation

Experience orchestration provider Genesys released The State of Customer Experience report with some comprehensive data demonstrating high consumer expectations, low consumer patience with suboptimal experiences, and the struggle to nail down...

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Latest Research

Employee Experience

Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies

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CX in the Healthcare Industry

Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts

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CX Market Forecasts

Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience

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Customer Insights & Feedback

Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies

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