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. Robotic process automation (RPA) and IVAs are going to be used to enhance the customer and agent experience. billion market. ($125/seat/month

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

personalization. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. However, in 2016 Forrester has already reported that. In a world where the phone and even chat are actually escalation channels, agents start three steps back by the time they say the word, “Hello.”.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64