DMG Consulting

AUGUST 17, 2017

These 8 Technologies Are Transforming the Contact Center. August 2017. Advancements in artificial intelligence (AI), machine learning, Big Data analytics, and mobility are all driving contact center innovation. For most of its 30-year existence, this technology has not fully delivered the goods. By Donna Fluss.

Contact Center 69

Contact Center Technology Big data Gamification 69

DMG Consulting

OCTOBER 4, 2017

If a solution or investment also contributes to agent engagement and retention, it’s even better. There are three emerging contact center technologies that can deliver all of these benefits. Intelligent Virtual Agents (IVAs). I would like to receive the monthly DMG Newsletter. By Donna Fluss. Voice Biometrics.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? Activate, a strategy and technology consulting firm, predicted that by 2018 there would be 3.6 As virtual and physical worlds collide, customer information is becoming more valuable – and increasingly insecure. Introduction.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40