DMG Consulting

NOVEMBER 1, 2017

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. What: Releases 2017 Workforce Optimization Mid-Year Market Share Report. What: Releases 2017 Workforce Optimization Mid-Year Market Share Report. When: Today, 1 November 2017. million between the first half of 2016 and 2017.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report. New architectures and intelligent automation position WFO sector to suceed. To order your copy of the Report, visit www.dmgconsult.com.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. 10/18/2017. When: Today, 18 October 2017. DMG predicts that the contact center speech analytics market will grow by 12% in 2017, 11% in 2018, 10% in 2019, 10% in 2020, and 10% in 2021. Mature sector with substantial opportunity.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. When: Today, 19 July 2017. The 2017 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

JUNE 7, 2017

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. When: Today, 7 June 2017. 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.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. When: Today, 10 May 2017. DMG expects the number of gamification seats to grow by 30% in 2017 and 2018, 35% in 2019 and 2020, and 33% in 2021.

Gamification 48

Gamification Consulting Consulting Contact Center 48

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. What: Releases 2017 Contact Center Workforce Management Product and Market Report. When: Today, 21 March 2017. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Spearline

JANUARY 23, 2018

It accommodated the replacement of uDial with not just a new look and feel but an upgrade to WebRTC allowing vastly reduced latency and the ability to navigate IVRs with speech recognition. 2017 has also seen us double our unmatched database of tests from which we benchmark our customers’ call quality.

Benchmark 65

Benchmark Interactive Voice Response Technology Feedback 65

Balto

SEPTEMBER 6, 2022

We found: Voice assistance and live chat with a human remained in the top three most used channels both today and ten years from now. The channels with the most fluctuation in the next ten years were social media, online chat bots, and IVR — but not in the directions you would expect. IVR (Interactive Voice Response) Assistant.

Contact Center 52

Contact Center Interactive Voice Response Chatbots Self service 52

Customer Service Life

JUNE 26, 2017

This article was originally published on the FCR blog on June 9, 2017. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. In short, they have a refreshingly human approach, completely doing away with IVRs and scripts and focusing on getting customers the help they need quickly and efficiently.

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report.

Consulting 48

Consulting Consulting Analytics Marketing 48

USAN

OCTOBER 22, 2017

Visual IVR for Amazon Connect extends omnichannel IVR to Amazon Connect service. October 23, 2017 – USAN, a provider of cloud-based omnichannel customer engagement solutions, today announced the availability of Visual IVR for Amazon Connect on AWS Marketplace. USAN customers today demand service that is fast and easy.

Interactive Voice Response 40

Interactive Voice Response Self service Contact Center Enterprise 40

DMG Consulting

AUGUST 2, 2017

In this age of digital transformation, customers and prospects must be able to easily access an enterprise from any channel – phone, self-service (websites, interactive voice response (IVR) systems, intelligent virtual agents (IVAs)), email, chat, co-browse, SMS, social media and video. By Donna Fluss.

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Interactive Voice Response Contact Center CRM Virtual Agent 96

Fonolo

NOVEMBER 30, 2017

And for those fact junkies who say digital will completely overthrow the voice channel, just ask consumers, they seem to disagree. Updating the IVR, although tedious, should most definitely be a priority. Amanda (@Basic_Sass) November 23, 2017. The phone menu is outdated and confusing.”. In many cases this is true.

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Interactive Voice Response Call Center Contact Center Metrics 194

Solvvy

SEPTEMBER 20, 2022

AI-powered customer service chatbots can: Replace IVR Interactions. Interactive voice response (IVR) systems are notorious for causing frustration and call abandonment. After it was named App of the Year in 2017, Calm’s users increased, and so did its support tickets.

Chatbots 62

Chatbots Metrics Customer Support Customer Service 62

Provide Support

JANUARY 27, 2020

Live Chat allows them to contact businesses wherever they are and ask questions without waiting for email response or listening to IVR. © 2003 - 2017 Provide Support LLC. In this blog post we will review major players on the modern live chat market. In our review we will highlight the following sides of each provider: (.).

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Interactive Voice Response Marketing Customer Service Customer Experience 75

DMG Consulting

DECEMBER 7, 2017

10/24/2017. Imagine a voice self-service solution, also known as an interactive voice response system (IVR) that self-corrects when it realizes customers are dropping out at a certain point in the script (application). I would like to receive the monthly DMG Newsletter. By Donna Fluss.

Interactive Voice Response 48

Interactive Voice Response Virtual Agent Scripts Enterprise 48

ShepHyken

JUNE 15, 2018

In a recent press release, Gartner estimated that “ 25% of customer service and support operations will integrate virtual customer assistant or chatbot technology across engagement channels by 2020, up from less than two percent in 2017 ”. Think of it as a telephonic IVRS analog for customer support. These numbers are staggering.

Chatbots 190

Chatbots Customer Support Healthcare Scripts 190

Taylor Reach Group

JULY 6, 2018

million complaints about robocalls in 2017, more than double the 2.18 Interactive Voice Response (IVR): The IVR amounts to 27% of the total call experience. However, currently only 7% of organizations offer an IVR solution that delivers a superior customer experience (CSAT) (Fusion). in the past year.

Contact Center 58

Contact Center Technology Interactive Voice Response Journey mapping 58

CSR Inc.

NOVEMBER 5, 2017

While most customers would prefer to speak with a real, live human being, the sheer volume of calls can make automated phone systems ( interactive voice response systems, or IVRs ) a necessity. Just 3 percent actually liked using the IVR service.” How much do callers dislike them? Don’t Make Me Repeat Myself.

Interactive Voice Response 48

Interactive Voice Response Customer Service Wait times Coaching 48

Aspect

DECEMBER 27, 2017

What happened in 2017, and what will 2018 bring? Most contact centers go through a formal RFP/tender process for new investments, and because chatbots got lots of mainstream media attention in both 2016 and 2017, budgets have indeed formed in 2017. The result will be more personalized and productive interactions.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

Fonolo

OCTOBER 18, 2017

Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017. 78% plan to prioritize web self-service investments over the next two years; 72% say the same for mobile and IVR. Where to get it: [link]. Who wrote it: ContactBabel.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Calltools

JUNE 23, 2021

In 2017, the House and Senate passed two key pieces of legislation intended to bolster the TCPA and lay the groundwork for the STIR/SHAKEN framework. Consumers and call centers need to remember that the Do Not Call Registry doesn’t apply to every type of organization. Recent Bills Targeting Robocallers.

Call Center 52

Call Center Telemarketing Interactive Voice Response Government 52

TRUSTID

JANUARY 20, 2019

In 2017 alone, it was estimated that the overall cost of agent-handled security and identification checking was $8 billion. Frustrating IVR transfers. When callers can’t get authenticated in the IVR system, their frustration typically leads to a request to speak to a live agent. This incurs two costs.

Interactive Voice Response 57

Interactive Voice Response Contact Center Call Center Best practices 57

Aspect

OCTOBER 19, 2017

Below we’ve shared three pieces of insight that we were able to gather from our initial responses. Insight #1- Building a Customer Friendly IVR: Companies continue to feel that, with their current IVR, they do not have the ability to help drive the desired customer experience. The survey takes roughly 15 minutes to complete.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

SmartAction

OCTOBER 19, 2022

Beginning in 2017, the use of chat bots in call centers grew in popularity and became widely utilized. When there is an inconsistent experience, everyone gets frustrated because of the repetitive data collection by chatbots, IVR, and live agents. Conversational chatbots are one of the top market disruptors in call center automation.

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

Spearline

OCTOBER 13, 2020

One of the most beneficial features of the platform is the ability to re-create any issue so you can understand the audio quality, tones, or prompts encountered from the network or interactive voice response. “You can verify, in real-time, call connection, call quality, DTMF transmission, CLI presentation, and more.

Customer Experience 52

Customer Experience Interactive Voice Response Engineering Enterprise 52

DMG Consulting

MAY 25, 2018

million in 2017. As has been the case for close to two decades, NICE and Verint dominated every WFO revenue segment and category in 2017. Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. between 2016 and 2017, after having grown by 11.4% in the prior 12 months.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Call Experts

JANUARY 21, 2021

HRIS has transformed a great deal over the past decade, embracing changing trends and relying on automations, like IVR implementation; these systems support smart operations and save businesses time and money. John Doel (Principal, Human Capital Advisory, KPMG US) says, .

Interactive Voice Response 52

Interactive Voice Response Finance outsourcing Technology 52

Aspect

FEBRUARY 7, 2018

And according to a new research from Adobe Digital Insights (ADI), voice-assistant sales grew 103% year over year in the fourth quarter of 2017. Adobe also found that 22% of voice assistant owners said that they shop using voice commands. And people say voice in customer service is on the decline?

Customer Service 68

Customer Service Interactive Voice Response Surveys Chatbots 68

DMG Consulting

JUNE 12, 2019

compared to 2017. higher in 2018 than 2017, increasing by $200.1 The Report provides a detailed and insightful financial analysis of the workforce optimization (WFO) suite providers, applications and sectors for fiscal year 2018. 2018 was a very good year for the WFO market, with full-year total company GAAP revenue of $3,609.8

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

OCTOBER 26, 2017

The purpose of this blog post is to debunk the myth that IT resources are not needed when contact center infrastructure solutions – automatic call distributors (ACDs), dialers, interactive voice response systems (IVRs)/intelligent virtual assistants (IVAs) –move to the cloud. By Donna Fluss.

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contact center solutions Cloud contact Contact Center Interactive Voice Response 48

Aspect

OCTOBER 2, 2018

Modern customers expect service and experiences that are relevant, always available, responsive and accessible — wherever and however they want it. The Aspect 2017 Customer Experience Index reported contact with customer service via talking to a live agent has declined 10 percent in the past 2 years.

Personalization 78

Personalization Surveys Chatbots Interactive Voice Response 78

Fonolo

JANUARY 31, 2018

There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”. There’s some overlap with our recent post Chatbots Won’t Save Us From IVR Hell , we also covered chatbots in our most recent webinar.).

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Eckoh

JUNE 19, 2020

Interrupting the call by transferring to an IVR or clean room environment is a less that ideal customer experience and these solutions have less that stellar success rates. A 2017 Ponemon Institute survey found that 87% of companies view cyber liability as one of their top ten business risks. Agents can still see and hear card details.

Interactive Voice Response 52

Interactive Voice Response Contact Center At home agents Sales 52

VocalCom

MARCH 26, 2018

Indeed, Edelman’s 2017 global Trust Barometer revealed the biggest decline in consumer trust since the study was first introduced five years ago. When offering customers self-service options such as IVR menus or video tutorials, make sure the technology works properly.

Self service 97

Self service Contact center software Interactive Voice Response Contact Center 97