Futurum analysts Daniel Newman and Todd R. Weiss share their insights on Zendesk Q2 revenue, which is up 28% to $407M just before going private, as the online customer service vendor prepares for its acquisition by the end of 2022.
Oracle Fusion Cloud’s Customer Data Integration Provides Unified View to Service Agents
Futurum principal analyst Shelly Kramer explores Oracle Cloud Fusion’s integration of Oracle Unity customer data into its Oracle Service application in an effort to provide customer service agents with a unified view of their customers and enable better customer experiences.
Gupshup Acquires AI-powered Voice Leader Knowlarity
Futurum’s Shelly Kramer explores Gupshup’s acquisition of Knowlarity, offering insights into what this means for conversational AI and voice-powered AI assistants in customer service.
Five9’s Virtual Voiceover Brings Self-Service Experience to Life with Synthetic Voices
Futurum lead analyst Shelly Kramer covers Five9’s launch of its Virtual Voiceover offering, a new capability that will bring self-service experiences to life with synthetic voices, and provides insight on how this kind of technology will quite likely revolutionize the contact center.
Treasure Data’s CDP for Service Platform Dedicated to Contact Centers is the Right Solution at the Right Time
Futurum’s lead analyst Shelly Kramer breaks down Treasure Data’s launch of CDP for Service, a new CDP platform designed to empower customer service teams with real-time data and insights needed to deliver personalized customer experiences with insights on why this offering is the right solution at the right time.
Five9 Announces Updates to Practical AI Solutions for Low-Code Developments for Contact Centers
While it’s been an exciting week for Five9 with news of its impending Zoom acquisition, the company has made some important updates to practical AI solutions for low-code developments for contact centers that are newsworthy as well. Futurum’s Shelly Kramer walks through the updates and provides her analysis here.
Sevis Systems’ Trusted Caller ID Solution Aims to Restore Enterprise Control Over Broken Mobile Caller ID Experiences
Sevis Systems’ Trusted Caller ID solution aims to restore enterprise control over broken mobile caller ID experiences. Futurum’s Olivier Blanchard walks through Sevis’ Systems new offering and its value proposition of helping enterprises not only achieve significant operating cost savings within their contact centers, but also potentially deliver better customer experiences.
The 4 Pillars of Digital Transformation: Stability, Reliability, Agility, and Speed
When I was at the Pegaworld event in Vegas a few weeks ago, I had the pleasure of seeing Dr. Brigit König, CEO of Germany’s Allianz Health, keynote. I also spent some time later in the day with Birgit talking about digital transformation and what it’s been like for a global insurance company like Allianz to take the plunge. Her …
The Heart of Digital Transformation: The Customer
For every company (and CMO) focused on digital transformation, the fact that it’s all about the customer seems like a no-brainer. Yet the reality is that many companies are still woefully far from not only executing on that concept, but actually getting it. Even more of a reality—it’s out of their hands. Think of it this way–companies don’t get to …
Using Video to Improve Customer Service Interactions
Most consumers don’t write home—or write on the internet—about receiving phenomenal customer service. But boy they sure do if they’ve had a bad one! Were the products, services or personnel unsatisfactory? If that’s the case, consumers get talking (or typing), and fast. Negative reviews can appear anywhere online, popping up on social media and in general search results. One bad …