DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 12th annual Speech Analytics Product and Market Report. 10/18/2017.

Consulting 48

Consulting Consulting Analytics Marketing 48

CSM Magazine

OCTOBER 28, 2020

Calabrio , the customer experience intelligence company, announced the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). The ONE Awards recognize high-achieving companies using Calabrio ONE to drive the future of customer and workforce engagement management.

Analytics 40

Analytics Abandon rate Education Employee engagement 40

CSM Magazine

JANUARY 27, 2021

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. View the DMG 2020-2021 Workforce Optimization Product and Market Report here.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

Hodusoft

JUNE 17, 2021

For attracting and retaining customers, many businesses use call recording for adequate quality control. billion USD in 2020. Contact centers that emphasize coaching and training should look into systems with quality management modules or standalone quality management solutions. What do our customers say.

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

DMG Consulting

SEPTEMBER 30, 2021

The market performed as expected during the COVID-19 health crisis in calendar year 2020. Total revenue for all companies that sell WFO suites on a generally accepted accounting principles (GAAP) basis in 2020 was $3.94 In 2020, total contact center WFO revenue was $2.08 million in 2020. billion, up 2.7 percent from $3.84

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

Uniphore

JULY 1, 2021

Online communities that enable call center workers to commiserate on their struggles and share best practices have grown by 77% in membership, and by 75% in terms of daily conversations since January 2020. Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics, LLC, asks. “As

Call Center 87

Call Center Customer Experience Contact Center Coaching 87

CSM Magazine

OCTOBER 27, 2020

Calabrio , the customer experience intelligence company, unveils the new Calabrio ONE workforce engagement management (WEM) suite at its first-ever virtual Calabrio Customer Connect (C3) conference, October 27-28, 2020. 2020 has, of course, spawned many changes. 2020 has, of course, spawned many changes. About Calabrio.

Analytics 52

Analytics Self service Best practices Quality management 52

AWS Machine Learning

AUGUST 17, 2022

Around 18% of all customers chose to view technical documentation in their local language in 2021, which is a 27% increase since 2020. In 2020 alone, over 1,435 features and 31 new services were added in technical documentation, which generated an increase of translation volume of 353% in 2021. About the authors.

Engineering 78

Engineering Government Analytics Best practices 78

DMG Consulting

JANUARY 29, 2021

This is exactly what DMG asked enterprise, IT and contact centers leaders from around the world in our annual contact center goals and priority survey, conducted in November and December 2020. Speech and text analytics (also known as interaction analytics, IA), came in third place, receiving 35.1% of the responses.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

NICE inContact

OCTOBER 30, 2019

With an extensive portfolio of technology, products, and solutions, including workforce and quality management, real-time automation, interaction recording, voice of the customer, performance management, and analytics, our customers are uniquely positioned to positively impact performance.

Best practices 48

Best practices First call resolution Employee engagement Quality management 48

CSM Magazine

JANUARY 5, 2022

In 2020, contact centers shifted to a work-from-home format which has set the stage for the future as most contact center operations are not likely to return to a brick-and-mortar setting anytime soon. Spoiler alert: artificial intelligence (AI), automation, and real-time analytics will all play leading roles.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

Serenova

NOVEMBER 19, 2019

In fact, the Forrester Wave : Cloud Contact Centers stated that “Forrester believes that natively integrated WFO technologies—such as workforce management (WFM), quality monitoring, call recording, performance management, and text and speech analytics—provide immediate benefits and lay the groundwork for contact centers to evolve strategically.”.

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 69

Enghouse Interactive

JANUARY 13, 2021

They asked participants for their before-and-after business metrics on revenue, cost, customer ratings, and/or agent productivity for projects that use artificial intelligence (AI) or AI-enabled analytics to improve customer engagement. McKinsey & Co – May 2020: McKinsey’s Framework for Digital Transformation Strategy.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Aspect

JULY 15, 2020

On July 14, Aspect released a new version of the Aspect Workforce Optimization Suite including Workforce Management (WFM) , Quality Management (AQM) and Performance Management (APM). The 2020 survey shows that 96% of Millennial agents and 97% of Gen Z agents own smartphones.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Enghouse Interactive

JUNE 25, 2021

And the mean staff attrition rate in the sector during 2020 was 20% according to Contact Babel research. Quality management. Quick action by managers can then stop them developing into larger problems for the agent. Real-time speech analytics. Increased employee retention.

Technology 40

Technology Morale Self service Analytics 40

Enghouse Interactive

FEBRUARY 9, 2021

Agent Analytics (28.4% Real-time agent analytics improve the ability to track agent response times and KPI’s. Their most recent research “ Customer Engagement Transformation: 2020-21 Research Study” was undertaken in August – October of 2020, and reflects key learnings from their transformation accelerated by the Covid-19 pandemic.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

DMG Consulting

MAY 6, 2022

The future of contact center technology, systems, and applications is in the cloud, even though the adoption rate of CBCCI seats was only 17 percent as of the end of calendar year 2020 (based on DMG Consulting’s “2020 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report”).

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

CSM Magazine

AUGUST 6, 2020

It’s a sentiment shared by UK analyst ContactBabel in its 2020 report on Cloud-based contact centre solutions which states a sharp rise in the number of home-based agents in the UK is “driven entirely by the cloud.” Magnus Geverts is VP Product Marketing & Management at Calabrio. About the Author.

Analytics 52

Analytics Engineering Quality management Contact Center 52

DMG Consulting

OCTOBER 13, 2021

DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2021–2022 Cloud-Based Contact Center Infrastructure Product and Market Report. When: Today, 13 October 2021. Where: Available at the DMG Consulting online store. Background: .

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

SEPTEMBER 17, 2021

DUE TO THE COVID-19 pandemic, 2020 will go down in the history books as an especially arduous year for economies and companies worldwide. In 2020, contact centers around the world demonstrated their agility and flexibility as they successfully moved thousands of agents to their homes to keep them safe and healthy. percent, from $1.8

Contact Center 48

Contact Center Enterprise Self service Technology 48

DMG Consulting

MARCH 16, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 – 2019 Workforce Management Product and Market Report. The number of WFM seats is expected to increase by 9% in 2018 and 2019, and by 10% in 2020, 2021 and 2022.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 31, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Workforce Management Product and Market Report. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MAY 8, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG expects the number of gamification seats to grow by 30% in 2017 and 2018, 35% in 2019 and 2020, and 33% in 2021. When: Today, 10 May 2017. To order, visit www.dmgconsult.com.

Gamification 48

Gamification Consulting Consulting Contact Center 48

DMG Consulting

NOVEMBER 29, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. in 2018, 23% in both 2019 and 2020, and 21% in 2021. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. When: Today, 30 November 2017.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Xaqt

JANUARY 15, 2021

Xaqt Deploys AI-Based COVID Vaccination Solution Summary On December 22, 2020, Xaqt, of Chicago, IL, launched a contact center solution specifically designed to meet the unique requirements of the COVID-19 vaccine distribution program. The original Brief may be downloaded here.

Virtual Agent 40

Virtual Agent Government Contact Center Chatbots 40

Enghouse Interactive

JULY 2, 2018

Back in 2011, analyst Gartner projected that by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. And that may mean they need to implement screen recording, real-time speech analytics and performance metrics, for example, to run alongside call recording.

Chatbots 40

Chatbots Analytics Self service Quality management 40

Enghouse Interactive

FEBRUARY 5, 2021

2020 was a year of profound change, with the pandemic turbocharging many existing trends such as remote working and the switch to digital channels. Those organisations that had invested in cloud-based systems were much better placed to cope when offices closed for the first time in 2020. Quality management systems.

Self service 40

Self service Coaching Chatbots Quality management 40

Enghouse Interactive

JANUARY 15, 2021

Thanks to COVID-19, 2020 was a challenging year for everyone. Investing in call recording and quality management across voice, email, chat and other channels underpins this consistency, enabling: Monitoring of satisfaction levels and understanding areas for improvement. Identification of any training requirements.

Self service 40

Self service CRM Quality management Feedback 40

Enghouse Interactive

DECEMBER 3, 2020

Driven primarily by the impact of the pandemic, 2020 has been a year of dramatic change in the way contact centres are run. Technologies such as real-time speech analytics can help by tracking and measuring the emotion in agent-customer interactions and allowing supervisors to better understand stress levels and intervene where necessary.

Enterprise 42

Enterprise Customer centricity Analytics Engineering 42

Enghouse Interactive

JULY 29, 2021

of business executives (2020 NTT/DiData Customer Experience Benchmarking Study), see the customer experience that their organizations provide as a key differentiator and the number one indicator of their overall strategic leadership. All this while new regulations and obligations rapidly accelerate business process change.

Scripts 96

Scripts Contact Center Benchmark CRM 96

Calabrio

DECEMBER 8, 2020

Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. Yet confusion still surrounds the optimal functionalities these analytics must have. This kind of disconnect severely limits your quality management activities.

Quality management 105

Quality management Contact Center Cloud contact Analytics 105

Hodusoft

FEBRUARY 14, 2020

If you are starting a call center or wish to upgrade your contact center software then go through this list of top 10 call center software for 2020 and select one that suits your operations the best. Ameyo Omni is another contender for the top spot in call center software for 2020.

call center software 52

call center software Call Center Contact center software voip 52

8x8

FEBRUARY 6, 2019

We have exciting new launches today including 8x8 Speech Analytics – automatically providing sentiment analysis on 100% of your customer calls; enhanced Integration framework – making it easy to embed communications into your business processes. Speech Analytics for Contact Centers. Analytics Features. Description.

Analytics 48

Analytics CRM APIs Contact Center 48

Talkdesk

FEBRUARY 16, 2021

Metrigy, an innovative research firm focusing on CX, contact centers and unified communications (UC), recently published survey data collected from 700 companies between August to October 2020 to understand how these companies are thinking about operating their CX teams and systems in a post-COVID world.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

Calabrio

DECEMBER 8, 2020

Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. Yet confusion still surrounds the optimal functionalities these analytics must have. This kind of disconnect severely limits your quality management activities.

Quality management 59

Quality management Contact Center Cloud contact Analytics 59

Cisco - Contact Center

AUGUST 18, 2020

Our enhanced Webex Workforce Optimization (WFO) cloud suite includes quality management, workforce management and analytics that empower contact center supervisors to optimize agent performance and gain valuable data insights about their customers. Here’s What’s New. Get in touch with a Cisco expert here. Learn More.

Contact Center 119

Contact Center contact center solutions Analytics Entertainment 119

UJET

JULY 7, 2020

Other support tools, like workforce management and quality management, are following as well. In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. Quality customer service is the end goal of every team. Unified Platform.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106