2021 Analytics Interactive Voice Response Quality management 
TechSee
APRIL 21, 2021
According to a 2021 survey, 65% of U.S. AI enhances existing self-service capabilities, such as smart FAQ and IVR, with the new cognitive capabilities in chatbots or virtual agents. AI-Based Prediction of Customer Behavior via Speech Analytics. One trending approach for AI in call centers is a focus on speech analytics.
DMG Consulting
JANUARY 29, 2021
2021: The Year of the Contact Center. 2021 is off to a rocky start as countries struggle to roll out the vaccines needed to combat the COVID-19 pandemic. What are your top contact center priorities for 2021? What are your top technology priorities for 2021? Figure 1: Top 5 Contact Center Priorities for 2021.
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DMG Consulting
SEPTEMBER 24, 2021
The Transformational Value of Interaction Analytics. July 7, 2021 Donna Fluss. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information.
DMG Consulting
DECEMBER 7, 2020
DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.
DMG Consulting
OCTOBER 18, 2017
DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 12th annual Speech Analytics Product and Market Report. 10/18/2017.
Enghouse Interactive
FEBRUARY 9, 2021
of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. Agent Analytics (28.4% Real-time agent analytics improve the ability to track agent response times and KPI’s. AI will become more prevalent in 2021. Per Metrigy’s * most recent study, 71.6%
DMG Consulting
NOVEMBER 29, 2017
Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. in 2018, 23% in both 2019 and 2020, and 21% in 2021. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. When: Today, 30 November 2017.
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