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DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report

DMG Consulting

As much of the workforce was forced to relocate to their homes, companies have relied on IA solutions to rapidly identify customer issues so that agents and self-service solutions can be prepared to handle the high volumes of interactions they are receiving.

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

DMG Consulting

Predictive analytics is already helping companies make better hiring decisions and reduce agent churn. DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. 4/8/2020. New-gen WFM takes staffing and service optimization to the next level.

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DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report

DMG Consulting

Organizations are using RPA in a hybrid staffing mode, where the technology works “side by side” or as a virtual “assistant” to humans by looking up information in a knowledge base, auto-completing forms with data obtained from internal or external sources, and much more. 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. DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report.