January 14, 2022
Photo: Kuni Takahashi/Bloomberg via Getty Images
Hello and welcome to Protocol Enterprise! Today: why the contact center market is still red hot, how Cerner thinks data can solve the opioid epidemic and a quick peek at the upcoming four-day week.
C3 AI CEO Tom Siebel admitted this week during Needham’s investor conference that some people who have worked for the company “are very damning” on Glassdoor and “throw us under the bus.” So be it – Siebel said the company still managed to attract 18,600 job applicants for just 200 positions in the last quarter. That’s “an order of magnitude more selective than Princeton,” according to him.
Zoom’s acquisition of contact center company Five9 looked like a sure deal after it was announced in July 2021. But Five9 shareholders rejected the $14.7 billion deal, and Zoom’s second act seemed to be on hold.
But Zoom isn’t done with the contact center yet. The company plans to release a Zoom Video Engagement Center later this year that will add a modern flavor to the traditional call center. And it isn’t the only one: In a series of investor conferences this week, Zoom, Salesforce and UiPath all offered their take on the call center of the future.
Customers expect ‘always on’ service. And Salesforce’s Service Cloud is trying to deliver.
Demand for service automation is increasing. And that’s why UiPath sees the contact center as another great use case for robotic process automation.
Contact centers will have their cameras on. Kelly Steckelberg, Zoom’s CFO, told investors about the vision for the company’s upcoming Video Engagement Center, which it plans to evolve “into a full-fledged omnichannel contact center.”
The contact center market is still up for grabs. Salesforce, Zoom and UiPath aren’t the only ones who want a slice of the contact center pie. They’ll still have to contend with competitors such as NICE inContact, Genesys and — of course — Five9.
Think success is predictable? Join the Club. Watch the season premiere of Clari's Club Revenue on Nasdaq as Pilar Schenk, COO of Cisco Collaboration, unpacks the rapid growth trends driving the future of revenue.
Oracle spent $28.3 billion to acquire healthcare data and software company Cerner in part because of its data prowess and AI potential. Now, Cerner is pushing the healthcare industry to share even more data and break down barriers that block data linkages.
De-siloing and connecting de-identified, real-world data will “help bring clarity to life sciences, researchers and clinicians and guide better care,” the company said in a blog post this week.
Cerner pointed to use of its data and AI models in the mission to limit the use of opiates. The post spotlighted its work with Children’s Mercy Hospital, based in Cerner’s hometown of Kansas City, Missouri. The hospital said it used Cerner’s data showing opioid use to alter its algorithmic treatment models to reduce opioid use in emergency rooms to “almost zero.” The company also told Protocol recently that use of its AI at a VA hospital in Spokane, WA resulted in alternative treatments to opioids.
But Cerner is under scrutiny from Congress for its problematic health records system roll out at that VA hospital, and has struggled to retain large hospital customers. It remains to be seen whether Cerner’s data strengths and AI potential will make Oracle’s gamble pay off.
Don’t miss Protocol’s low-code/no-code event on Wednesday at 10am PT. Protocol’s Kevin McAllister will be joined by Nutanix CIO Wendy M. Pfeiffer and Kerim Akgonul, chief product officer at Pegasystems, in a discussion about the best ways to make low-code and no-code tools work for you. Sign up here.
The Index Ventures AI Summit on Wednesday and Thursday will feature talks on topics like AI ethics and practical AI applications for business with speakers including Microsoft Chief Technology Officer Kevin Scott, Nvidia’s director of machine learning research Anima Anandkumar, OpenAI CEO Sam Altman and others.Intel CEO Pat Gelsinger will be speaking at Bloomberg’s Year Ahead event on Wednesday.
Rimini Street, the tech support company and perennial thorn in Oracle’s side, was found in contempt of court for “continued copyright infringement” and ordered to pay Oracle $630,000, or nearly as much as Oracle’s Larry Ellison probably has in the couch cushions on one of his yachts.
The U.S. Army plans to make a big cloud push this year, as various branches of the military continue to plot their own enterprise tech modernization efforts while the massive Pentagon Joint Warfighter Cloud Capability project drags on.according to IDC.
Club Revenue breaks down the tactics of the sharpest minds shaping the digital transformation of sales.
Hosted by Clari's Cornelius Willis and presented by Nasdaq, each episode features a revenue virtuoso and their creative strategies for high performance and explosive growth. Watch now to learn how to transform your sales teams into revenue machines.
Thanks for reading — see you Tuesday!