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. For these reasons, DMG projects that the growth rate of IA, based on seats, will be 11% in 2020 and 2021 and 10% in each of the following 3 years, 2022 – 2024.

Consulting 62

Consulting Consulting Analytics Marketing 62

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. The 2020 – 2021 Digital Customer Service Product and Market Report provides an in-depth analysis of the digital servicing market.

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

JUNE 30, 2021

DMG Consulting Releases 2021-2022 Robotic Process Automation Product and Market Report. What: Releases 2021-2022 Robotic Process Automation Product and Market Report. What: Releases 2021-2022 Robotic Process Automation Product and Market Report. When: Today, 30 June 2021. MEDIA ALERT. Background: .

Consulting 59

Consulting Consulting Marketing Contact Center 59

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. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

SEPTEMBER 14, 2021

Workforce Management Software Improves Employee Engagement. Jul 12, 2021 Donna Fluss. One of the consequences of this period of employee empowerment and company upheaval is the need for tools to help organizations manage an increasingly complex workforce of humans and bots. Read this article on the publisher’s website.

Employee engagement 98

Employee engagement Management Real estate Contact Center 98

DMG Consulting

OCTOBER 13, 2021

DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. When: Today, 13 October 2021.

Consulting 48

Consulting Consulting Contact Center Marketing 48

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. Improved oversight : The agent isn’t the only one who benefits. Using Voice Solutions to Manage from a Distance.

Real estate 52

Real estate Contact Center Virtual Agent Enterprise 52

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.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

NICE inContact

MAY 11, 2021

Gartner predicts that 85% of customer interactions will be managed without humans in 2021. This might be a scary notion for agents who are sensitive to job security but rest assured that human agent jobs aren’t going away. Bots and virtual agents will be helping their human teammates versus taking jobs from them.

Chatbots 62

Chatbots Virtual Agent Contact Center Accountability 62

Creative Virtual

OCTOBER 26, 2021

Recently Corporate Vision Magazine announced the winners of their 2021 Media Innovator Awards. Creative Virtual proudly accepted the award for ‘Best Conversational AI Solutions Provider – London’ ! Sophisticated dialogue management, personalisation, and entity extraction. By Chris Ezekiel, Founder & CEO.

Virtual Agent 52

Virtual Agent Chatbots Engineering Consulting 52

Xaqt

JANUARY 15, 2021

As cities and municipalities receive an increasing number of calls to existing call centers regarding vaccine distribution, Xaqt provides an automated solution that deflects calls with artificial intelligence (AI)-driven virtual agents. Xaqt’s Intelligent Virtual Agents are also able to respond to SMS-based interactions.

Virtual Agent 40

Virtual Agent Government Contact Center Chatbots 40

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.

Consulting 48

Consulting Consulting Marketing Management 48

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.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

Creative Virtual

JANUARY 12, 2021

We are even prouder to know that our dedication to innovation is enabling us to provide both the conversational AI technologies and the expert consultation and managed services needed to create quality self-service experiences. Most companies use chatbots as a way to manage customer support.

Self service 52

Self service Virtual Agent Chatbots Consulting 52

DMG Consulting

JANUARY 20, 2022

The virtual economy was energized, and growth accelerated for companies that could move their activities and operations online. One reason for this is that contact centers have many applications and tools at their disposal to oversee and manage the performance of their agents. percent in the first half of 2021.

Enterprise 54

Enterprise Contact Center Employee engagement Virtual Agent 54

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.

Consulting 48

Consulting Consulting Marketing Management 48

Creative Virtual

OCTOBER 4, 2021

I was chasing up the estate management company for a status update. I couldn’t believe I was hearing this from a customer service person at a large property management company. Monopolies and pseudo-monopolies like this property management company survive because of the lack of competition, resulting in the lack of customer choice.

Virtual Agent 59

Virtual Agent Customer Service Sales Personalization 59

Netomi

APRIL 28, 2022

Empowering businesses around the globe, SaaS platforms are widely adopted for their accessibility, compatibility, and operational management – whether that is for hosting company-wide meetings and webinars (Zoom), sending and analyzing engaging email campaigns (MailChimp), or even signing legal contracts (DocuSign). billion by 2030.

SaaS 59

SaaS Customer Experience Virtual Agent Chatbots 59

DMG Consulting

JUNE 9, 2023

increase in seats in the 12 months between December 2021 and December 2022, the CCaaS market remains one of the fastest-growing sectors in the contact center technology market, a trend DMG expects to continue for the next few years. CCaaS Market Drivers and Inhibitors June 2023 With a 21.3%

Marketing 48

Marketing Contact Center Virtual Agent Enterprise 48

Liveops

JULY 19, 2021

The June 2021 jobs reported hundreds of thousands of jobs within the industry have opened back up. The Liveops Virtual Flex model manages those processes, helping enterprises quickly scale to meet the needs of their business. A year and a half with minimal vacations and international travel. Onboarding and training, even longer.

Airlines 62

Airlines Virtual Agent Enterprise Wait times 62

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. 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. IVAs Role in Delivering a Great Service Experience.

Self service 87

Self service Virtual Agent Consulting Consulting 87

Creative Virtual

JANUARY 26, 2023

In any case, ChatGPT can only ever be used as just one piece of the puzzle, like content management, integration, user interface, and quality assurance. Also its world knowledge is frozen at the time it was trained – currently it doesn’t know anything about events after 2021. ChatGPT alone cannot replace all of that.

Virtual Agent 52

Virtual Agent Chatbots APIs Engineering 52

DMG Consulting

SEPTEMBER 24, 2021

July 7, 2021 Donna Fluss. Intelligent self-service is becoming the preferred channel, placing pressure on companies to transition from outdated interactive voice response systems and websites to AI-based omnichannel intelligent virtual agents. The Transformational Value of Interaction Analytics.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

DMG Consulting

JULY 31, 2019

Call tracking is also a step in the customer journey; it gathers important details about customers and their buying preferences, and shares this data with the contact center, where it can be used to optimize sales by routing calls to the most appropriate agent. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 48

DMG Consulting

FEBRUARY 11, 2021

When: Today, 11 February 2021. This special edition report is a playbook that provides managers with the strategies and tactics to keep up the momentum of digital transformation, galvanized by the pandemic. . Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services.

Consulting 48

Consulting Consulting Contact Center Virtual Agent 48

DMG Consulting

SEPTEMBER 26, 2018

The result is increased demand for real-time speech analytics, which can deliver accurate and timely insight and guidance to agents during interactions with customers, mitigating liability risks and guiding interactions to results that are mutually beneficial for the enterprise and the customer.

Consulting 48

Consulting Consulting Analytics Marketing 48

Uniphore

JULY 10, 2021

Join this webinar to understand how your contact center peers are cutting agent training and onboarding time by as much as 75%, while boosting agent performance, retention, and CX scores. Contact center leaders around the world trust our low code automation platform to assist customers and agents during moments that matter.

Call Center 89

Call Center Contact Center Consulting Consulting 89

Uniphore

JUNE 10, 2021

Did you know: 56 percent of agents reported planning to quit in the future? Our webinar, Survive and Thrive in 2021 with an Employee-First Automation Strategy, focused on empowering agents and improving the contact center experience by: Designing employee and customer experiences to align common outcomes. Try Demo Now.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

DMG Consulting

MARCH 8, 2019

The vast majority of the sales were to existing contact centers whose management made the decision to migrate to the cloud. in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. The past year was excellent for the cloud-based contact center infrastructure (CBCCI) market. DMG expects the market to grow at a minimum of 22.5%

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

DMG Consulting

OCTOBER 17, 2019

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. 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.

Consulting 48

Consulting Consulting Contact Center Analytics 48

DMG Consulting

OCTOBER 17, 2019

DMG expects RPA revenue to increase by at least 125% in 2020 and 2021, and 100% in each of the three years 2022, 2023 and 2024. 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.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

SEPTEMBER 20, 2021

May 25, 2021 Donna Fluss. The pandemic proved that contact center employees—agents, supervisors, managers, quality management specialists. workforce management administrators, business analysts, and reporting specialists—can generally work as productively from their homes. What’s Next for Contact Centers.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

Inbenta

JUNE 2, 2021

The sudden switch to remote work has introduced additional work to Human Resources, who have had to revamp their people management operations and respond to the massive influx of employee requests for assistance. It may seem a bold statement, but even smoothly managed organizations are prone to human error.

Chatbots 83

Chatbots Self service Virtual Agent Morale 83

DMG Consulting

DECEMBER 11, 2019

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. 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.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Liveops

JANUARY 6, 2022

Recently, Liveops Senior Vice President of Marketing and Talent Acquisition, Ellen Hahn, joined the weekly live stream Sterling Live to discuss recent workforce trends with Sterling General Manager Vincenza Caruso-Valente. Particularly for independent agents and contractors. Much has been said of the Great Resignation of 2021.

Gamification 62

Gamification virtual call center Virtual Agent Call Center 62

DMG Consulting

MARCH 31, 2019

DMG’s eleventh annual report on this sector provides contact center, IT and enterprise leaders and managers in small, mid-size and large companies with the information they need to select the right solution, functionality and partner to meet their organization’s current and future cloud-based contact center infrastructure (CBCCI) needs.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 30, 2021

March 30, 2021 By Donna Fluss. A speedy transition was vital, and there was little time for niceties like making sure agents and other employees had a quiet place to work, high-speed bandwidth, a properly configured PC, or even a chair. Contact Centers’ Digital Transformation Has Only Begun.

Contact Center 79

Contact Center Real estate Self service Enterprise 79