DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/11/2019. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report.

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DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report. What: Releases 2019 Robotic Process Automation Product and Market Report. What: Releases 2019 Robotic Process Automation Product and Market Report. When: Today, 3 October 2019. OnviSource is covered at a high level.

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DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. What: Releases 2019 – 2020 Workforce Management Product and Market Report. What: Releases 2019 – 2020 Workforce Management Product and Market Report. When: Today, 27 March 2019.

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DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. When: Today, 23 May 2019. Botanic Technologies and Capito.ai

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DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. When: Today, 18 February 2020.

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DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. AI-enabled solutions fueling interest and accelerating sales. These advancements are fueling interest in speech analytics and accelerating sales of new and replacement solutions.

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DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market. The vast majority of sales were to existing contact centers that were being migrated to the cloud.

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DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. What: Releases 2018 – 2019 Workforce Management Product and Market Report. The WFM sector has never been healthier; most of the growth is from sales to contact centers, but adoption of WFM solutions is picking up in branches and back offices.

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Fonolo

NOVEMBER 17, 2020

Matt Beaty , Executive Vice President of Sales & Marketing at Brightmetrics™. Contact Center Trends 2019. In 2019, contact center superheroes should watch for the plots, characters, and villains within them. Read on about these industry issues and trends so that you can power-up and defy the odds in 2019.

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VHT

OCTOBER 18, 2018

According to a 2018 Pew Internet Survey, 68% of US adults use Facebook and 24% use Twitter. Social media has traditionally been managed by marketing and sales, but once customers establish a relationship with the business via these channels, they want to get service and support there as well. Social Media Customer Care.

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TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% billion, and sales process recommendation and automation, which attracted $2.7 For example, an angry customer might be routed to the customer retention team, and a happy, satisfied customer might be routed to the sales team to be pitched a new product or service. Gamification.

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DMG Consulting

APRIL 15, 2020

Calabrio has two WFM solutions included in this analysis: Calabrio WFM, their legacy product, and Calabrio Teleopti WFM, based on their acquisition of Teleopti AB in June 2019.). It features 4 leading WFM vendors – Aspect, Calabrio, NICE, and Verint – and 5 WFM suites. QStory Ltd. is covered at a higher level. About DMG Consulting LLC.

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Infinity

MAY 25, 2019

Because of this, it was emphasised that CX needed to remain a priority in 2019. This could be from payments, sales, support, or even HR. These findings are based on an Adobe survey conducted in 2018. Respondents of the survey stated that they would be happy to teach a machine if it helped curate the perfect experience for them.

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DMG Consulting

MARCH 31, 2017

DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

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DMG Consulting

NOVEMBER 29, 2017

in 2018, 23% in both 2019 and 2020, and 21% in 2021. The cloud has become the dominant sales model for contact center infrastructure solutions, ACDs, dialers, IVRs and more,” said Donna Fluss, President of DMG Consulting LLC. This represents only 11.4% DMG predicts that the number of seats will grow by 22% in 2017, 22.5%

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DMG Consulting

OCTOBER 18, 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. An even greater opportunity exists for vendors to deliver solutions that are cloud-based and address both speech and text interactions.

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DMG Consulting

APRIL 16, 2019

AI IS THE HEADLINER FOR 2019. Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.) Predictive analytics can be used to understand what customers need and want, and then kick off real-time agent guidance, next-best-action recommendations, or optimal marketing/sales offers.

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RapportBoost

DECEMBER 10, 2018

Take notes – the info will help you create a killer Conversational Selling strategy for 2019! With enterprise class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers resulting in increased customer satisfaction, productivity and cost savings.

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