DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction 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. Where: Available at the DMG Consulting online store.

Consulting 62

Consulting Consulting Analytics Marketing 62

Creative Virtual

SEPTEMBER 9, 2020

We take great pleasure in introducing this newly created whitepaper from Creative Virtual as it has a lot of straight talk about one of our favourite subjects: user experience in the realm of self-help tools. This is the sort of invaluable consultation experience you will receive when you work with the right virtual agent vendor.

Virtual Agent 52

Virtual Agent Chatbots Self service Consulting 52

Creative Virtual

JANUARY 12, 2021

By Mandy Reed, Global Head of Marketing. Today we announced Creative Virtual’s latest award win: ‘Most Innovative Conversational Self-Service Solutions, 2020’ in Corporate Vision Magazine’s Corporate Excellence Awards. Innovation is essential for companies to stay relevant, be competitive and achieve long-term growth.

Self service 52

Self service Virtual Agent Chatbots Consulting 52

DMG Consulting

JUNE 9, 2023

CCaaS Market Drivers and Inhibitors June 2023 With a 21.3% increase in seats in the 12 months between December 2021 and December 2022, the CCaaS market remains one of the fastest-growing sectors in the contact center technology market, a trend DMG expects to continue for the next few years.

Marketing 48

Marketing Contact Center Virtual Agent Enterprise 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. Strong momentum driving market growth and investments. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

FEBRUARY 15, 2018

IVAs Can Remake the Self-Service Landscape. A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. The Latest (and Greatest) in Self-Service: IVAs. By Donna Fluss. View this document on the publisher’s website.

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

DMG Consulting

MARCH 1, 2020

Voice Self-Service Has Become More Popular—and It’s About to Get Much Better. Some might say adoption grew because live agent support wasn’t much better and that using an IVR didn’t require waiting on hold, so it became a convenient habit. It takes both science and art to design and build an effective self-service environment.

Self service 87

Self service Interactive Voice Response Enterprise Virtual Agent 87

DMG Consulting

JUNE 11, 2019

Making Sense out of the RPA Market. The robotic process automation (RPA) market is growing rapidly, and new uses are being identified throughout enterprises continually. To bring clarity to this sector, DMG Consulting has drafted and issued definitions for these solutions. RPA Defined. RPA vs. IVA. Final Thoughts.

Marketing 80

Marketing Virtual Agent Consulting Consulting 80

DMG Consulting

FEBRUARY 14, 2022

DMG Consulting Releases New Report on The State of Artificial Intelligence in Contact Centers. Driving a new era in the servicing sector. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. About DMG Consulting . MEDIA ALERT.

Consulting 48

Consulting Consulting Contact Center Virtual Agent 48

DMG Consulting

MARCH 8, 2019

Innovation Enhances the Cloud-Based Contact Center Infrastructure Market. The past year was excellent for the cloud-based contact center infrastructure (CBCCI) market. DMG had projected that the market would grow by 22% in 2017, and the actual growth rate was 25.4%. DMG expects the market to grow at a minimum of 22.5%

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

SmartAction

NOVEMBER 7, 2018

EL SEGUNDO, CA (November 7, 2018) – SmartAction today announced it has been recognized by Frost & Sullivan as the recipient of the 2018 North American Product Leadership Award for its artificial intelligence (AI)-enhanced customer self-service solutions. About SmartAction. For more information, visit www.smartaction.ai.

Self service 40

Self service Virtual Agent Contact Center Consulting 40

DMG Consulting

OCTOBER 13, 2020

IVAs Role in Delivering a Great Service Experience. Three years ago, few companies had heard of intelligent virtual agents (IVAs), and fewer were willing to invest in them. DMG expects to see the IVA sector perform well during the pandemic and after as companies invest to enhance their omni-channel self-service capabilities.

Self service 87

Self service Virtual Agent Consulting Consulting 87

DMG Consulting

NOVEMBER 3, 2020

Today’s new-gen WFM suites are striving to stay on pace with modern management trends, smart technology, expanding global business requirements and broadened market opportunities. Self-Service Comes on Strong. As importantly, these tools allow agents to accommodate their need for work/life balance. Leading Innovation.

Self service 87

Self service Gamification Contact Center Virtual Agent 87

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. The bots can answer FAQs, provide self-service experiences, or triage customer requests before transferring to a human agent.

Cloud contact 91

Cloud contact Chatbots Contact Center APIs 91

DMG Consulting

JANUARY 7, 2022

Intelligent virtual agents (IVAs) represent the future of omnichannel self-service, a new standard of voice and digital self-service in a channel-optimized format. The challenge is to do this fast enough to enable a live or automated “agent” to act in near real time. Final Thoughts.

Contact Center 48

Contact Center Self service Virtual Agent Analytics 48

UJET

DECEMBER 2, 2020

This is a guest post by Donna Fluss, the president of DMG Consulting LLC. Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago.

Contact Center 72

Contact Center Interactive Voice Response Self service Virtual Agent 72

DMG Consulting

NOVEMBER 8, 2023

What goals can AI help them achieve: Enhancing self-service? Boosting agent engagement? Increasing agent productivity? What AI-enabled applications are already delivering quantifiable benefits in the market? The post 2024: The Year for Contact Center AI appeared first on DMG Consulting.

Contact Center 48

Contact Center Virtual Agent Self service Analytics 48

Creative Virtual

JANUARY 17, 2023

Unfortunately, as adoption of this technology is increasing so is the oversaturation of the market with poor performing chatbot products. They have an established history of delivering successful virtual agent and chatbot solutions. Am I looking to deploy a solution that will deliver long-term self-service success?

Chatbots 52

Chatbots Self service Virtual Agent CRM 52

DMG Consulting

OCTOBER 6, 2023

Applications for Contact Centers/Customer Service Generative AI has caught the attention and imaginations of vendors and enterprises, driving investments in a large and growing variety of applications for contact centers (sales, marketing, service, collections, technical support, etc.) and customer service organizations.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

UJET

DECEMBER 2, 2020

This is a guest post by Donna Fluss, the president of DMG Consulting LLC. Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago.

Contact Center 56

Contact Center Interactive Voice Response Self service Virtual Agent 56

Creative Virtual

AUGUST 11, 2021

By Mandy Reed, Global Head of Marketing. Deploying conversational AI solutions like chatbots and virtual agents can be risky but doesn’t have to be. Instead of guessing your users’ self-service needs or taking a generic approach, your business case is customized to you and your pain points from the start.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Self service 52

Creative Virtual

JUNE 22, 2020

Today I’m proud to be sharing Creative Virtual’s introduction of the Neutrino release of V-Person , our innovative virtual agent and chatbot technology. When I first founded Creative Virtual in late 2003, chatbot and virtual agent technology was still very new in the customer service space.

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Personalization Virtual Agent Chatbots Employee engagement 52

Creative Virtual

DECEMBER 7, 2021

By Mandy Reed, Global Head of Marketing. Welcome to Creative Virtual’s annual year in review blog post for 2021! Published in March, the report compared 19 vendors based on the depth of their service offerings and market presence.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

DMG Consulting

AUGUST 17, 2017

Thank you for your interest in DMG Consulting’s publications. Companies are striving to understand customer needs, engage Millennial customers and employees, increase the use of self-service tools, improve service quality while reducing costs, simplify operating environments, and reduce fraud, and they’re looking to vendors for help.

Contact Center 69

Contact Center Technology Big data Gamification 69

Creative Virtual

OCTOBER 22, 2019

By Mandy Reed, Global Head of Marketing. Creative Virtual is pleased to again be a sponsor of the event, co-located with the AI & Robotics Conference , on 31st October. His session will include live demonstrations and actionable tips for selecting and implementing conversational self-service.

Technology 40

Technology Customer Experience Virtual Agent Chatbots 40

Creative Virtual

DECEMBER 10, 2020

By Mandy Reed, Global Head of Marketing. Around this time every December, I put cursor to page and fingers to keyboard to take a look back over the last 12 months and reflect on some of the highlights of the year for Creative Virtual. Creative Virtual started 2020 celebrating the company’s Sweet Sixteen.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Creative Virtual

AUGUST 22, 2019

I first started working in the world of virtual agents in 2000 and, even though the technology was very much in its infancy at the time, saw huge potential for innovation and growth in the industry. This is why the Creative Virtual team is the company’s biggest asset. By Chris Ezekiel, Founder & CEO.

Virtual Agent 40

Virtual Agent Chatbots Self service Enterprise 40

DMG Consulting

APRIL 11, 2022

While some of these technologies are applied with a focus on enhancing the core capability of RPA – automation – the wide variety of AI tools being leveraged by these solutions highlights the evolution rapidly taking place in this market. The post Intelligent Automation is Marching In appeared first on DMG Consulting.

Real estate 48

Real estate Government Virtual Agent Contact Center 48

Solvvy

OCTOBER 12, 2022

24/7 service: Unlike employees, chatbots are available around the clock every day, all year long. When you deploy a chatbot, you can offer customer service after regular business hours – anytime that’s convenient for your customers. . Moreover, a study by SOTI found that 73% of customers prefer self-service. .

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94

Creative Virtual

OCTOBER 1, 2019

By Mandy Reed, Global Head of Marketing. In a world of growing expectations for on-demand service and highly connected, always-on customers, creating and delivering a great customer experience (CX) is no easy task. Other times customers will want to self-serve but then reach a point where they need or want to escalate to a human.

Customer Support 40

Customer Support Virtual Agent Self service Transportation 40

Creative Virtual

OCTOBER 30, 2018

By Mandy Reed, Marketing Manager (Global). While this had a positive effect in garnering more attention for using chatbots and virtual agents to deliver automated self-service, it also played a role in creating industry confusion.

Best practices 40

Best practices Chatbots Virtual Agent Self service 40

DMG Consulting

FEBRUARY 25, 2019

Speech and text analytics are used to listen to/read customer interactions and provide feedback to the enterprise (general trends) and agents (what they do right and how to improve). When speech analytics first entered the commercial market in 2003, it was not ready for AQM, but it is today. Like what you’re reading? Email Address *.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

DMG Consulting

DECEMBER 7, 2017

Thank you for your interest in DMG Consulting’s publications. The funny thing is that while the marketing has changed, most of the products have not. This, of course, means that most of these solutions do not offer AI, and what we’re reading in their marketing materials and websites is merely aspirational messaging.

Interactive Voice Response 48

Interactive Voice Response Virtual Agent Scripts Enterprise 48

GetFeedback

APRIL 17, 2019

Others consider their situation to be too difficult, sensitive or nontrivial for your service reps to help. Creating a self-service customer portal helps to avoid such situations. Before thinking about contacting your customer service, people will have an opportunity to look through knowledge articles on your portal.

Customer Service 102

Customer Service CRM Self service Gamification 102

Creative Virtual

DECEMBER 11, 2019

By Mandy Reed, Global Head of Marketing. 2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. Creative Virtual was rated as ‘Excellent’ across these categories. You can read the full article here.

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

Creative Virtual

JANUARY 7, 2020

Being recognised for our innovation and thought leadership in the extremely fast-paced chatbot, virtual agent and live chat market is also important for the company. This validates the market of course, but also creates a lot of confusion and makes it more difficult to cut through all the noise.

Virtual Agent 40

Virtual Agent Chatbots Enterprise Banking 40

DMG Consulting

SEPTEMBER 12, 2017

The funny thing is that the marketing has changed while most of the products have not. This, of course, means that the vast majority of these solutions do not offer AI, and what we’re reading in their marketing materials and websites is merely aspirational messaging. And it’s more than just messaging. Learn more at www.dmgconsult.com.

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Interactive Voice Response Scripts Enterprise Contact Center 48