DMG Consulting

DECEMBER 1, 2020

2020 Contact Center Retrospective. What an amazing year 2020 has been – never seen anything like it and hope we won’t again. However, the key to success remains being able to connect with a live agent, when necessary. . AI-based conversational systems are automating and speeding up the handling of all kinds of interactions.

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Contact Center Government Self service Virtual Agent 100

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. When: Today, 30 September 2020.

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report. When: Today, 23 July 2020.

Consulting 62

Consulting Consulting Analytics Marketing 62

SmartAction

JANUARY 16, 2020

It’s predicted that 50% of searches will be conducted through voice in 2020 (and 100% will be monitored by the Russian government). If you’ve experienced a bad Virtual Agent recently, chances are, it may have had nothing to do with the underlying technologies and everything to do with how it was designed. Conversational UX.

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Virtual Agent Self service Government Healthcare 54

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

SharpenCX

SEPTEMBER 24, 2020

2020 didn’t cancel National Customer Service Week. That’s why this year, more than ever before, it’s vital to appreciate your agents a little extra during Customer Service Week. We love this celebratory first week in October because it puts agents – the heart and soul of our company – back at the center of customer service.

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Virtual Agent Customer Service Scripts Coaching 52

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. 2019 – 2020 Workforce Management Product and Market Report. Strong momentum driving market growth and investments.

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Consulting Consulting Marketing Management 48

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. Many vendors from various IT sectors.

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Consulting Consulting Marketing Contact Center 48

DMG Consulting

MAY 21, 2020

VISION 2020. In 2020 we’re going to see new and continued investments that will finally allow companies to decrease the number of live agent resources needed in contact centers, which is the number-one goal for these people-intensive organizations. By Donna Fluss. View this document on the publisher’s website.

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Transportation Contact Center Enterprise Self service 48

TechSee

OCTOBER 9, 2018

trillion in spending — in the United States by 2020. Self-service starts with a well-managed knowledge base that can understand the user’s query and present the right solution. Most top-tier cloud CRM solutions include a self-service engine to manage the knowledge base and help customers solve problems on their own.

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Customer Service Self service Virtual Agent Chatbots 359

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report. DMG expects the number of IA seats to increase by 12% in 2019, 11% in 2020, 10% in both 2021 and 2022, and 9% in 2023.

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Consulting Consulting Contact Center Analytics 48

DMG Consulting

DECEMBER 11, 2019

DMG Consulting 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. DMG expects the number of CBCCI seats to increase by 23% in 2019 and 2020, by 21% in 2021 and 2022, and by 20% in 2023.

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Consulting Consulting Contact Center Marketing 48

SmartAction

AUGUST 18, 2020

Los Angeles, CA – August 18, 2020 – SmartAction®, a leading provider of AI-powered virtual agents for contact centers, today announces its promotion of Gary Davis from President to Chief Executive Officer. Davis brings more than 20 years of senior management experience leading companies in the areas of operations and technology.

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Virtual Agent Entertainment Contact Center Self service 93

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Why agents are embracing the change.

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Call Center Virtual Agent Self service Contact Center 124

3CLogic

MAY 26, 2022

What Is Customer Experience Management (CXM)? To deliver on these expectations, contact centers must focus even more on customer experience management — carefully overseeing every touchpoint customers have with your organization along their journeys. Why Customer Experience Management Is Important. every year from 2022 to 2030.

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Interactive Voice Response Customer Experience Management Journey mapping 52

Creative Virtual

JANUARY 12, 2021

Today we announced Creative Virtual’s latest award win: ‘Most Innovative Conversational Self-Service Solutions, 2020’ in Corporate Vision Magazine’s Corporate Excellence Awards. Conversational self-service tools have progressively become more mainstream in the nearly two decades of Creative Virtual’s history.

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Self service Virtual Agent Chatbots Consulting 52

Creative Virtual

OCTOBER 5, 2020

2020 has brought new customer service challenges for companies and altered the way customers engage with businesses, perhaps forever. This three-part blog series explores the business value of using a chatbot or virtual agent to provide easy-to-use self-service, starting with supporting customers.

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Virtual Agent Customer Service Chatbots Self service 52

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Smarter Agents. Virtual agents learn as they process more information, but someone must train them.

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Virtual Agent Self service Contact Center Call Center 109

Connect

DECEMBER 11, 2023

Expectations regarding human displacement by AI are not unfounded, with the World Economic Forum stating in its The Future of Jobs Report 2020 that AI will replace 85 million jobs worldwide by 2025. Connect with us: Connect UK , Connect South Africa , Connect India , Connect USA.

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Technology Average Handle Time Cloud contact First call resolution 93

Interactions

JULY 2, 2020

Accounts Receivable Management (ARM) is on the brink of disruption. 2020 has brought on a perfect storm for the collections space with more debt and high delinquency rates due to the pressure put on consumers from the economic effects of COVID-19. Being a contact center agent in the collections space is no easy task.

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Virtual Agent Contact Center Accountability Technology 77

DMG Consulting

APRIL 15, 2020

When: Today, 3 March 2020. The process of change, combined with the digital transformation, will improve the customer journey and enhance the customer and agent experience while reducing costs.”. DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. 5 to 20 year vision and projected actions to achieve the future state.

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Consulting Consulting Contact Center Gamification 62

Interactions

JULY 2, 2020

Accounts Receivable Management (ARM) is on the brink of disruption. 2020 has brought on a perfect storm for the collections space with more debt and high delinquency rates due to the pressure put on consumers from the economic effects of COVID-19. Being a contact center agent in the collections space is no easy task.

Virtual Agent 62

Virtual Agent Contact Center Accountability Technology 62

CSM Magazine

JANUARY 27, 2021

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. View the DMG 2020-2021 Workforce Optimization Product and Market Report here.

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Consulting Consulting At home agents Virtual Agent 59

Talkdesk

OCTOBER 8, 2020

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. Bank branch closures create additional costs for local business owners, making it harder to manage cash flow, maintain productivity levels and contribute to the wider local economy. Impact on small businesses. Viability of the cash system.

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Banking Chatbots Virtual Agent Contact Center 119

Netomi

MARCH 23, 2022

The 3PL market was valued at around USD 1trillion in 2020, and is expected to reach more than USD 1.75 In 2020, C. These virtual agents can also answer questions that arise during the process to increase conversion rates. . These agents can also send invoices, respond to questions and provide information on billing.

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outsourcing Virtual Agent Transportation Airlines 52

DMG Consulting

OCTOBER 13, 2020

Three years ago, few companies had heard of intelligent virtual agents (IVAs), and fewer were willing to invest in them. IVA Trends for 2020. For a detailed analysis of the IVA market and for assistance in selecting the right IVA partner, see DMG’s 2020 – 2021 IVA Product and Market Report.

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Self service Virtual Agent Consulting Consulting 87

Interactions

FEBRUARY 18, 2021

Improved artificial intelligence (AI) technologies along with the widespread availability of capable devices has led to a recent surge in speech-driven conversational systems that allow users to interact with virtual agents. ” in 2020 IEEE International Conference on Acoustics, Speech and Signal Processing (ICASSP) , 2020. [4]

Virtual Agent 71

Virtual Agent Technology Customer Care Marketing 71

Xaqt

JANUARY 15, 2021

Xaqt Deploys AI-Based COVID Vaccination Solution Summary On December 22, 2020, Xaqt, of Chicago, IL, launched a contact center solution specifically designed to meet the unique requirements of the COVID-19 vaccine distribution program. Xaqt’s Intelligent Virtual Agents are also able to respond to SMS-based interactions.

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Virtual Agent Government Contact Center Chatbots 40

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 number of WFM seats is expected to increase by 9% in 2018 and 2019, and by 10% in 2020, 2021 and 2022. Strong momentum driving market growth and investment.

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Consulting Consulting Marketing Management 48

DMG Consulting

JANUARY 20, 2022

During the first six months of the pandemic in 2020, companies closed their doors to their employees and the public in an attempt to keep people safe. The virtual economy was energized, and growth accelerated for companies that could move their activities and operations online. million during the same period in 2020.

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Enterprise Contact Center Employee engagement Virtual Agent 54

Call Design

AUGUST 9, 2021

This has shown that humans and virtual agents can operate as co-workers helping to make the agents’ job more interesting. How Automation Of The Contact Centre Works: Automation within a contact centre can increase efficiency at the front-end and back-end, allowing managers and agents to make more informed decisions.

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Interactive Voice Response Chatbots Coaching Virtual Agent 78

DMG Consulting

OCTOBER 17, 2019

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2019-2020 Robotic Process Automation Product and Market Report. Where: Available at the DMG Consulting online store. OnviSource is covered at a high level.

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Consulting Consulting Marketing Gamification 48

Stafford Communications

SEPTEMBER 10, 2019

While many fear that AI will soon replace live agents on the other end of the phone, nothing can substitute the human touch a live agent can provide. Rather than displacing agents, call center artificial intelligence is providing an opportunity to improve the experience for call center managers, agents, and end-customers.

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Call Center Interactive Voice Response outsourcing Virtual Agent 52

Creative Virtual

OCTOBER 7, 2019

Here’s our annual blog post roundup of trends, tips and stats to help you consistently deliver a five-star customer service experience: Top Tips for Implementing a Chatbot or Virtual Agent in 2019 – These eight tips address the most important items organisations should consider when evaluating and deploying chatbot or virtual agent technology.

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Customer Service Virtual Agent Chatbots Self service 40

3CLogic

APRIL 6, 2021

When we think of Natural Language Processing being used in call centers, we typically think of chatbots or even a virtual assistant — an automated voice replacing a human one to handle our customer service needs. In 2020, there were 120 of these events.” Using Voice Solutions to Manage from a Distance.

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Real estate Contact Center Virtual Agent Enterprise 52

TechSee

OCTOBER 23, 2018

According to Chatbots Magazine , businesses can reduce customer service costs by as much as 30% with virtual agents and chatbots. Using AI to enhance interactions with customers is quickly gaining traction.

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Personalization Customer Service Chatbots Engineering 157