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. This Report explores all aspects of these related but distinct IT sectors.

Consulting 48

Consulting Consulting Analytics Marketing 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. This Report explores all aspects of these related but distinct IT sectors.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

DMG Consulting

MARCH 31, 2017

The vendors are starting to invest in new technology and approaches, including next-gen WFM and intraday management capabilities, which have the potential to greatly improve the effectiveness of these solutions. 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

Serenova

AUGUST 11, 2020

A 2018 research study found that customers will pay up to 16% more for products and services they deem to provide a superior customer experience. CxEngage Quality Management. These call center agents serve at the frontlines for the business and have an outsized impact on customers’ perception of the organization at large.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

DMG Consulting

MAY 8, 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. DMG foresees the next 3 – 5 years to be highly productive for gamification providers, as this is an area that is attracting substantial interest and investments. For more information, visit www.dmgconsult.com. # # #.

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Gamification Consulting Consulting Contact Center 48

DMG Consulting

APRIL 16, 2019

billion for the first half of 2018. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner. Over the past 15 years, total WFO revenue has gone from $803.4

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Vonage

JANUARY 30, 2019

For instance, what about inventing a non IVR way of connecting customers to the best resource? Aligning Quality Management With Customer Experience. Additionally, quality insights need to scale which is why the introduction of interaction analytics makes such a transformational impact. New Teamwork Now Needed.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

Enghouse Interactive

AUGUST 16, 2018

Automation and self-service – Customers today prefer to find their own answers and can use self-service solutions such as knowledge bases, mobile IVR, apps etc to resolve queries they may have without having to speak to an agent. Download the Contact Babel UK Customer Experience Decision Makers Guide .

Customer Experience 40

Customer Experience Self service CRM Interactive Voice Response 40

Serenova

AUGUST 11, 2020

A 2018 research study found that customers will pay up to 16% more for products and services they deem to provide a superior customer experience. CxEngage Quality Management. These call center agents serve at the frontlines for the business and have an outsized impact on customers’ perception of the organization at large.

Call Center 52

Call Center Contact Center Chatbots Quality management 52

DMG Consulting

MAY 7, 2018

DMG Consulting Releases 2018 Knowledge Management Product and Market Report. What: Releases 2018 Knowledge Management Product and Market Report. What: Releases 2018 Knowledge Management Product and Market Report. When: Today, 12 March 2018. The KM market has come alive in 2018.

Consulting 48

Consulting Consulting Marketing Management 48

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. appeared first on NICE inContact Blog.

Quality management 18

Quality management Management Average Handle Time Chatbots 18