Workforce Optimization Ushers in the Real-Time Contact Center
DMG Consulting
APRIL 16, 2019
million in 2003 to approximately $1.7 Self-service solutions will eliminate the need for live agents in the next 10 years (0.1). The overarching themes shared by these seven trends are productivity improvement, enhanced quality, and reduced costs, driven by AI-related functionality. billion for the first half of 2018.
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