person

Bob Laliberte

Principal analyst for networking and observability at theCUBE Research.

Current clusters

product1 publisher

Five9's CEO reserves complex, high-value and sensitive calls for humans

Amit Mathradas, who took over Five9 in February, says the misconception is that humans are going away from the contact center. The customer result he offers is a containment rate above 50%.

Publishers:siliconangle.com

Reality

Evidence20
Adoption24
Hype gap+34
Incentives82
Confidence44

product1 publisher

Zoom pushes contact centers to score AI on completed tasks instead of contained calls

Zoom's Ram Rajagopalan says buyers who measured only containment a year ago now ask about end-to-end resolution. Neither he nor the implementation partner beside him gave a figure for either metric.

Publishers:siliconangle.com

Reality

Evidence34
Adoption: Insufficient
Hype gap+30
Incentives82
Confidence48

product1 publisher

theCUBE Research's Laliberte ties contact center AI payback to knowledge management gaps

Legacy scores reward a short call that fixed nothing, and the two analysts on theCUBE's contact center summit coverage say AI payback now depends on the content the agent reads from and on whether the problem closed.

Publishers:siliconangle.com

Reality

Evidence28
Adoption: Insufficient
Hype gap+28
Incentives74
Confidence58