The Contact Center of the Future in the Distributed Workforce Era

TechSee

As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. In fact, the global Contact Center as a Service (CCaaS) market is projected to expand to USD 24.11 billion by 2023, up from USD 6.47

Contact Center of the Future: 5 Essential Investments

Avaya

As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. What does this “new contact center” look like? CX and Contact Center

8 Ways to Use AI in the Contact Center

Avaya

Are organizations attempting to use artificial intelligence (AI) in the contact center? Voice Self-service: Nearly half of organizations are using AI in the contact center to improve customer self-service. CX and Contact Center

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report

DMG

DMG Consulting Releases 2019 – 2020 Contact Center 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 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.

Contact Centers: Ahead of the Curve on Quality Management

Monet Software

And that’s how contact center managers might feel after reading a new market research report on quality management. The report, “Quality Management Software Impact,” predicts exponential growth in companies embracing QM, with the software market more than doubling from 2017 to 2023.

The Power of AI to Drive Change

Avaya

Gartner predicts that by 2023, there will be an 80% reduction in missing people in mature markets compared to 2018, due to AI-based face recognition. From my perspective, there is no better place for AI to make a significant difference in how business gets done than in the contact center.

DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report

DMG

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. 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. DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report. 10/3/2019.

New WFM Report Highlights Social Media

Monet Software

The workforce management market for contact centers continues to grow, as more businesses discover the many advantages in efficiency and performance these solutions provide. billion in 2023.

Speech Analytics: Soon to Be a $2.5 Billion Market

Monet Software

billion by 2023, rising at a market growth of 17%. At the contact center the answer is obvious: merging call recording with speech analytics can significantly boost lead conversion rates, as well as increase customer retention levels. According to the new report Global Speech Analytics Market , published by KBV research, the international market size for speech analytics technology is expected to reach $2.5 Why is this happening?

Are you measuring the performance of your outsourced call center agents?

Spearline

Are you measuring the performance of your outsourced call center agents? Outsourced call centers, sometimes known as BPOs (Business Process Outsourcing) is an industry experiencing huge levels of growth.

The State of Bots in 2019: Successes and Failures

Fonolo

In an article by Retail Dive, “Juniper estimates that by 2023 over 70% of chatbots accessed will be retail based.” In the end, chatbots are simply there to help, to speed up the sales process, and to lighten the load of the customer service representative and/or contact center agent.

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report

DMG

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics.

Augmenting the Auto Industry – the Tech that’s Driving a New Reality

TechSee

billion in 2023 , up from $1.3 These solutions enable drivers to use their smartphone cameras to transmit images or video of their dashboards or engines to contact center agents or virtual visual assistants, allowing the fastest possible remote diagnosis and guided customer rectification.