2020 Analytics contact center solutions Quality management 
DMG Consulting
FEBRUARY 5, 2020
2020 Contact Center Investment Priorities. DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. 2020 is looking to be an outstanding year for contact center investments. Cloud-Based Contact Center Solutions.
Serenova
JANUARY 7, 2020
So, we created a true cloud contact center solution that could. Today, that solution unifies everything from customer engagement to quality management to analytics. In 2020, we will continue to evolve based on lessons learned over 15 years and remain committed to exceeding expectations.
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DMG Consulting
SEPTEMBER 30, 2021
The market performed as expected during the COVID-19 health crisis in calendar year 2020. Total revenue for all companies that sell WFO suites on a generally accepted accounting principles (GAAP) basis in 2020 was $3.94 In 2020, total contact center WFO revenue was $2.08 million in 2020. billion, up 2.7
Serenova
NOVEMBER 19, 2019
We’ve seen a consistently growing need for a combined CCaaS and workforce optimization solution set. The addition of ProScheduler to Serenova’s robust portfolio of contact center solutions represents the right combination of product, technology and talent to fit our vision while meeting market need—a win for all.
Aspect
JULY 15, 2020
On July 14, Aspect released a new version of the Aspect Workforce Optimization Suite including Workforce Management (WFM) , Quality Management (AQM) and Performance Management (APM). The 2020 survey shows that 96% of Millennial agents and 97% of Gen Z agents own smartphones.
DMG Consulting
MAY 6, 2022
The future of contact center technology, systems, and applications is in the cloud, even though the adoption rate of CBCCI seats was only 17 percent as of the end of calendar year 2020 (based on DMG Consulting’s “2020 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report”).
Enghouse Interactive
JANUARY 13, 2021
They asked participants for their before-and-after business metrics on revenue, cost, customer ratings, and/or agent productivity for projects that use artificial intelligence (AI) or AI-enabled analytics to improve customer engagement. McKinsey & Co – May 2020: McKinsey’s Framework for Digital Transformation Strategy.
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