2022 Analytics Interactive Voice Response Virtual Agent 
DMG Consulting
JUNE 27, 2022
Making the Case for an Intelligent Virtual Agent. June 27, 2022 By Donna Fluss. The challenge is that many companies successfully using interactive voice response (IVR) solutions to displace a large percentage of contact center calls don’t yet appreciate the greater potential value of intelligent virtual agents (IVAs).
DMG Consulting
MARCH 11, 2022
2022: The Year Dedicated to Improving the Customer Experience. 2022 Top Contact Center Priorities/Goals. 2022 Top Contact Center Priorities/Goals. of survey participants who identified this as their top priority (or goal) for calendar year 2022. Figure 1: Top 10 Contact Center Priorities for 2022. See Figure 1.
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SmartAction
NOVEMBER 1, 2023
When used in business, conversational artificial intelligence (AI) supports overall call center operations by providing self-service options, 24/7 availability, and real-time data and analytics – while lowering costs and increasing profits. What Conversational AI Offers Sales in 2022 increased by 67% when using conversational AI.
Upstream Works
DECEMBER 20, 2022
Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. In 2023, AI should be at the top of the list for contact center leaders, as the earlier deployments during 2022 will be more mature now. This is where predictive analytics come into play, and you can expect to see more of this in 2023.
DMG Consulting
AUGUST 3, 2020
DMG Consulting Releases 2020 – 2021 Interaction 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 2020 – 2021 Interaction Analytics Product and Market Report.
Lumoa
JUNE 23, 2021
According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022. These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots.
DMG Consulting
SEPTEMBER 26, 2018
DMG Consulting Releases 2018 – 2019 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 13th annual Speech Analytics Product and Market Report.
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