DMG Consulting

APRIL 13, 2022

DMG Consulting Releases 2022 – 2023 Workforce Management for the Enterprise Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2022 – 2023 Workforce Management for the Enterprise Report. When: Today, 9 March 2022. MEDIA ALERT.

Consulting 48

Consulting Consulting Enterprise Management 48

3CLogic

MAY 26, 2022

In January, Forbes dubbed 2022 the year of the customer. Now, organizations that were working with outdated systems at the beginning of the pandemic have been forced to reactively adapt to shifting customer expectations. What Is Customer Experience Management (CXM)? Why Customer Experience Management Is Important.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

SmartAction

JANUARY 17, 2023

FORT WORTH, Texas, January, 17, 2023 — SmartAction, a leading provider of intelligent virtual agent (IVA) solutions, today announced that Kyle Johnson has been appointed Chief Executive Officer effective November 2022. Kyle has built high-performing go-to-market and commercial teams at several companies.

Virtual Agent 60

Virtual Agent Contact Center Technology Marketing 60

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. IA proves essential during COVID-19 for customer insights and employee oversight. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 62

Consulting Consulting Analytics Marketing 62

SmartAction

JANUARY 17, 2023

FORT WORTH, Texas, January, 17, 2023 — In October 2022, SmartAction attended Customer Contact West conference by Frost and Sullivan. Self-service is on the rise and more and more customers are looking to solve their own issues without human intervention. Overall, the feedback was positive. About SmartAction.

Virtual Agent 58

Virtual Agent Self service Contact Center Feedback 58

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management 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 Workforce Management Product and Market Report.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

MARCH 8, 2019

Innovation Enhances the Cloud-Based Contact Center Infrastructure Market. The past year was excellent for the cloud-based contact center infrastructure (CBCCI) market. DMG had projected that the market would grow by 22% in 2017, and the actual growth rate was 25.4%. DMG expects the market to grow at a minimum of 22.5%

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

CSM Magazine

JANUARY 22, 2024

These platforms enable businesses to automate, optimize, and scale their customer service operations, while also gaining insights into customer behavior, preferences, and needs. The SaaS customer service market is growing rapidly, as more businesses realize the benefits of using cloud-based platforms to improve their customer service.

SaaS 52

SaaS Customer Service Chatbots Virtual Agent 52

3CLogic

JANUARY 24, 2024

Are they met by long wait times and low-performing agents? With the American Customer Satisfaction Index making its largest decline in 28 years in 2022 — falling from 77 in 2018 to 73.1 in 2022 — dissatisfaction and frequent complaints from customers are rising. Or is the opposite true?

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Creative Virtual

APRIL 21, 2022

By Mandy Reed, Global Head of Marketing. 42% of Americans would rather clean a toilet and 46% would rather go to the dentist than call customer support. These stats, just two of many in the 2022 Achieving Customer Amazement Study , likely have you nodding in agreement thinking about your own painful customer service experiences.

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105

DMG Consulting

AUGUST 16, 2022

August 4, 2022 By Donna Fluss. Customers prefer the expediency of self-service, but they will not sacrifice a good experience for convenience. They hold self-service solutions to the same high standards as live agents, expecting accurate, fast, and knowledgeable service, when they want it, in their channel of choice.

Self service 48

Self service Interactive Voice Response Virtual Agent Contact Center 48

JustCall

DECEMBER 23, 2022

RingCentral is best-suited for: If you are looking for a platform with extensive third-party app integrations, RingCentral is one of the best fits in the market. Plus, you get access to built-in connections for popular software, such as Google Workspace, Salesforce, and Slack, and open APIs for customized integrations. Microsoft Teams.

voip 52

voip APIs CRM Enterprise 52

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.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Expanded coverage driven by demand for omni-channel and customer journey analytics. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 48

Consulting Consulting Contact Center Analytics 48

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 Robotic Process Automation 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 2019 Robotic Process Automation Product and Market Report.

Consulting 48

Consulting Consulting Marketing Gamification 48

Netomi

MARCH 27, 2022

This includes in-store and online shopping experiences, customer care interactions and learning to use a product itself. That’s why customer experience and support professionals hyper-focus on customer satisfaction score (CSAT). Customer Think: [link] . CSAT Score Benchmarks for 2020 .

Airlines 93

Airlines Benchmark Surveys Customer Support 93

Creative Virtual

JUNE 30, 2022

By Mandy Reed, Global Head of Marketing. The wider availability of technology and devices, an increased adoption of digital channels during the pandemic, and a growing customer base of digital natives are coming together to spur a digital transformation push. APAC businesses aren’t alone in this drive for digital transformation.

Virtual Agent 52

Virtual Agent Chatbots Technology Surveys 52

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. Strong momentum driving market growth and investments. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 27 March 2019.

Consulting 48

Consulting Consulting Marketing Management 48

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 February 2022, XPO Logistics reported its highest quarterly revenues ever 7. The evolving 3PL competitive landscape and the increasing role of customer experience . AI Agents will drive the 3PL industry forward .

outsourcing 52

outsourcing Virtual Agent Transportation Airlines 52

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 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. The number of CBCCI seats in the market grew by 20.1% 12/11/2019.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

AUGUST 3, 2018

DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report. Market demand is high as opportunity and addressable market for RPA continues to grow. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 48

Consulting Consulting Marketing Gamification 48

Creative Virtual

DECEMBER 7, 2021

By Mandy Reed, Global Head of Marketing. Welcome to Creative Virtual’s annual year in review blog post for 2021! Published in March, the report compared 19 vendors based on the depth of their service offerings and market presence.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

Creative Virtual

JANUARY 13, 2022

By Mandy Reed, Global Head of Marketing. For years automated self-service tools like chatbots and virtual agents have been criticised as being a cold and impersonal way of supporting customers. They have used a virtual agent tool in their contact centre since 2007 to support their advisors taking incoming calls.

Virtual Agent 52

Virtual Agent Self service Chatbots Accountability 52

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. Strong momentum driving market growth and investment. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 12 March 2018.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 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. The past year was excellent for the CBCCI market. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Creative Virtual

OCTOBER 3, 2022

By Mandy Reed, Global Head of Marketing. Happy Customer Service Week! Observed every year during the first full week of October, Customer Service Week is an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis.

Customer Service 52

Customer Service Virtual Agent Self service Chatbots 52

DMG Consulting

FEBRUARY 14, 2022

Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. When: Today, 9 February 2022. DMG is the primary source for market activity and revenue data and analysis for contact center IT segments. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Contact Center Virtual Agent 48

SmartAction

MARCH 15, 2022

FORT WORTH, Texas, March 1, 2022 — SmartAction, a leading provider of AI-powered virtual agents for customer service, announces the launch of Otto, its service scheduling solution for auto dealerships. SmartAction is on a mission to improve the customer experience, one contact center at a time.

Automotive 40

Automotive Virtual Agent Transportation Scripts 40

DMG Consulting

JANUARY 20, 2022

While everyone hopes we are nearing the end of the pandemic, no one knows what the future will bring, and this is driving both confusion and opportunity in many markets. If revenue from Verint’s cyber intelligence business unit were excluded for first-half 2020, the growth rate of the WFO market would be 14.7

Enterprise 54

Enterprise Contact Center Employee engagement Virtual Agent 54

Fonolo

JANUARY 4, 2022

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits. As little as a 5% lift in customer retention can produce 25% more profits. Source: Microsoft.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

Solvvy

OCTOBER 12, 2022

Artificial intelligence (AI) chatbots use advanced technologies to automate customer interactions and enhance customer experiences in several ways: . Artificial intelligence chatbots can make customer experiences better with quick answers and resolutions, and 24/7 convenience. The Best is Yet to Come.

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94

Comm100

AUGUST 17, 2022

Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today. Answer: “It didn’t start out as CX, it started out as CS, that’s customer service. And that’s fine.”.

Airlines 75

Airlines Virtual Agent Technology Customer Experience 75

Lumoa

JUNE 23, 2021

According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022. Moreover, the sector has been forecast to surpass a gross addressable market of $50 billion by 2025. These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

DMG Consulting

MARCH 11, 2021

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2021 – 2022 Workforce Management Product and Market Report. When: Today, 11 March 2021.

Consulting 59

Consulting Consulting Marketing Management 59

Hodusoft

OCTOBER 19, 2023

They help manage customer interactions by serving as the initial point of contact. BPOs offer a comprehensive range of services, including but not limited to customer support and sales. As per a report , the customer care BPO market is estimated to rise from US$22,598.82 million in 2022 to US$34, 570.73

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Netomi

APRIL 7, 2022

Today, providing strong customer service is key – according to Zendesk’s CX Trends 2022 report, 72% of business leaders say that their organization views customer service as a critical business priority. What is Zendesk? Salesforce Service Cloud’s key features. What makes Intercom one of the best Zendesk alternatives?

CRM 52

CRM Brand ambassadors Analytics Chatbots 52

JivoChat

JUNE 7, 2021

It’s a fact: your customers are the heart of your business. Your market is competitive, and great customers come with great expectations. You need more than a good product or service to thrive; you need to provide your customers with a great journey. Let’s take a deep dive into the world of customer interaction.

Best practices 52

Best practices Chatbots Customer retention Surveys 52