DMG Consulting

MARCH 8, 2019

at the end of 2016 (July 2017). Customers show a preference for self-service, and AI-enabled intelligent virtual agents (IVAs) are playing a vital role in addressing the self-service challenge. Assuming an average cost per seat of $125/month, this is already a $4.1 billion market. ($125/seat/month What’s Next.

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

Lumoa

JUNE 23, 2021

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

RichCall

SEPTEMBER 13, 2017

Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. However, in 2016 Forrester has already reported that. company, has implemented a Cisco-powered service to supplement branch office staff with virtual agents who can conduct face-to-face video consultations. Teresa Cottam.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64