DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. The 2017 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

JustCall

AUGUST 8, 2023

This ensures that customers are directed to the most suitable agent or department. Virtual Agents AI chatbots can understand and respond to customer queries in real time. This algorithm can then assess agent performance and the customer’s satisfaction level. This minimizes wait times and increases customer satisfaction.

Contact Center 52

Contact Center Interactive Voice Response Customer Service Virtual Agent 52

Upstream Works

DECEMBER 20, 2022

AI applications will access the relevant pieces from a customer’s history – chat threads, previous orders, unresolved issues – and pull them up on the virtual agent desktop so everything is in one place. Virtual Agent. This is another form of automation.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

SharpenCX

OCTOBER 15, 2023

Approval processes that require human intervention but use straightforward logic and criteria Manual assignment or work routing via email from agents to other internal stakeholders. Manual data pulls, consolidation, and analysis. Voice assistants with Natural Language Processing (NLP) to understand and respond to customer commands.

Contact Center 67

Contact Center Interactive Voice Response Virtual Agent Technology 67

Hodusoft

OCTOBER 19, 2023

By providing self-service options like IVR (Interactive Voice Response) systems, automated chatbots, virtual assistants, and others for routine inquiries, customer’s routine queries can be resolved efficiently without agent intervention. without speaking to an agent.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

JustCall

MARCH 7, 2023

These virtual agents are built on Natural Language Processing (NLP) technologies to offer real-time customer service. Contact centers can use machine learning as a predictive analysis tool to forecast future calls, sales, employee satisfaction, etc. Here are some advanced contact center automation tools used today: 1.

Contact Center 52

Contact Center Interactive Voice Response Virtual Agent Automatic Callback 52

UJET

DECEMBER 17, 2020

It can also help virtual assistants offer better sets of options that lead to a faster, more satisfying resolution. Without advanced NLP, customers are more likely to get stuck in an unresponsive interactive voice response (IVR) menu. An example of a personalized greeting using UJET Virtual Agent.

Virtual Agent 72

Virtual Agent Interactive Voice Response Chatbots Engineering 72

UJET

DECEMBER 17, 2020

It can also help virtual assistants offer better sets of options that lead to a faster, more satisfying resolution. Without advanced NLP, customers are more likely to get stuck in an unresponsive interactive voice response (IVR) menu. An example of a personalized greeting using UJET Virtual Agent.

Virtual Agent 72

Virtual Agent Interactive Voice Response Chatbots Engineering 72

DMG Consulting

JULY 31, 2019

The Report provides a thorough and comprehensive analysis of this niche IT sector, which is increasing in importance as a result of the digital transformation that is taking place in organizations around the world. The Report provides a detailed analysis of 5 vendors: Convirza, Freespee, Infinity, Invoca and Marchex.

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 48

TechSee

APRIL 21, 2021

AI enhances existing self-service capabilities, such as smart FAQ and IVR, with the new cognitive capabilities in chatbots or virtual agents. Measure the difference in time and effort of each interaction and be prepared to fine-tune as you go. Computer Vision AI-Based Self-Service.

Call Center 136

Call Center Contact Center Self service call center solutions 136

DMG Consulting

AUGUST 21, 2017

The 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report provides an in-depth analysis of the desktop analytics and emerging RPA sectors. DMG covers emerging contact center trends and IT sectors that have a lasting impact on the market. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

Uniphore

JANUARY 21, 2022

AI-powered intelligent virtual agents (IVRs) make it easier for members to update their policies, schedule routine healthcare and ensure appointments are made. According to the Kaiser Family Foundation (KFF), 52 percent of members found it too complicated to complete an insurance application on their own.

Healthcare 98

Healthcare Virtual Agent Interactive Voice Response Self service 98

DMG Consulting

NOVEMBER 14, 2020

The Report provides a thorough and comprehensive analysis of this emerging sector, which is increasing in importance due to the pandemic, as companies have been forced to re-evaluate the way they deliver service. The COVID-19 pandemic has accelerated the digital transformation in organizations of all sizes. “The

Consulting 62

Consulting Consulting Marketing Customer Service 62

BlueOcean

OCTOBER 4, 2023

With the integration of the platform and an effective IVR, your customer accesses support end-to-end in the language of their choice. Routing a German-speaking customer to an English-only IVR is not going to do your CSat metrics much good. The Role of AI in Bilingual Support We can’t leave this topic without touching on AI.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

DMG Consulting

APRIL 15, 2020

DMG’s 13 th annual report on the contact center workforce management (WFM) sector delivers a comprehensive analysis of the vendors, products, pricing and best practices for this IT sector. The Report provides an analysis of WFM market activity as well as 5-year market projections. QStory Ltd. is covered at a higher level.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

SEPTEMBER 24, 2021

Companies need to be able to conduct business in an increasingly virtual and digital environment, as this is what their customers expect. In some organizations this is because the contact center is not invited to share its information or there is no way of incorporating it into the analysis.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

DMG Consulting

MARCH 31, 2019

DMG’s twelfth annual report on workforce management (WFM) delivers an incisive and comprehensive analysis of the vendors, products, pricing and best practices for this IT sector. The Report provides an analysis of WFM market activity as well as 5-year market projections. 2019 – 2020 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

JUNE 12, 2019

The Report provides a detailed and insightful financial analysis of the workforce optimization (WFO) suite providers, applications and sectors for fiscal year 2018. 2018 was a very good year for the WFO market, with full-year total company GAAP revenue of $3,609.8 million, a year-over-year increase of 8.2% compared to 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

SEPTEMBER 26, 2018

DMG’s 13th annual edition of this Report provides comprehensive coverage and authoritative analysis of the competitors, products, features, pricing, payback, and trends and challenges in this complex technology sector. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Analytics Marketing 48

JustCall

APRIL 3, 2024

Sales and support automation tools like – Sales dialer, conversation intelligence, SMS campaigns , call routing, multi-level IVR , queue call back, etc. Easy AI integration with JustCall AI and conversation intelligence features (Example: real-time AI agent assist that offers on-screen scripts).

Sales 52

Sales CRM Scripts APIs 52

DMG Consulting

DECEMBER 10, 2019

DMG’s 15 th annual report on this sector provides an in-depth analysis of the financial performance of the WFO market and its 38 vendors during the first six months of 2019, and compares market activity for this sector to the same period in the previous year. For more information, visit www.dmgconsult.com. # # #.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 16, 2018

DMG’s eleventh annual report on workforce management (WFM) delivers an incisive and comprehensive analysis of vendors, products, pricing and best practices for this IT sector. This Report provides an analysis of WFM market activity as well as 5-year market projections. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

OCTOBER 17, 2019

The 2019 – 2020 Robotic Process Automation Product and Market Report provides a detailed and insightful analysis of the overall RPA market, competitive landscape, technology, products, functional capabilities, and the servicing and market trends that are driving adoption and innovation.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

APRIL 13, 2022

Companies need to be able to conduct business in an increasingly virtual and digital environment, as this is what their customers expect. In some organizations this is because the contact center is not invited to share its information or there is no way of incorporating it into the analysis.

Analytics 48

Analytics Enterprise Contact Center Quality management 48

DMG Consulting

MARCH 9, 2020

The Report also presents an autoritative analysis of WFO market activity for the first half of 2019 and provides 5-year market projections for 12 WFO application components. Demand for traditional WFO functionality is still strong, and interest in the new generation of solutions, is growing at unprecedented rates.

Consulting 48

Consulting Consulting Marketing Contact Center 48

DMG Consulting

DECEMBER 11, 2019

DMG’s twelfth annual report provides a thorough and authoritative analysis of the products, innovation and competitive landscape, and the business, market and technology trends and drivers that are shaping the cloud-based contact center infrastucture (CBCCI) market. . For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Contact Center Marketing 48

EPIC Connections

FEBRUARY 19, 2019

Complex IVR call flows prevented most callers from successfully navigating the self-service features, so 98% of their calls required agent assistance, resulting in a very high average cost per call. Add technology to collect information once and pass it along to the agent desktop.

Contact Center 54

Contact Center Call flow Interactive Voice Response Self service 54

DMG Consulting

NOVEMBER 1, 2017

DMG’s 13 th report on this sector provides an in-depth analysis of the financial performance of the WFO market and its 39 vendors during the first six months of 2017, and compares market activity for this sector to the same period in the previous year. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

JANUARY 17, 2018

The Report also presents an insightful analysis of WFO market activity for the first half of 2017, and provides 5-year market projections for the 12 WFO application components. DMG’s 14 th annual report on this resilient sector explores the products, innovation, and market trends and challenges that are changing the face of WFO.

Consulting 48

Consulting Consulting Marketing Gamification 48

Call Experts

MAY 8, 2019

Chatbots or virtual agents can address a wide range of features and questions to provide relevant analysis and efficient protocol. Do you need to upgrade your IVR? AI offers support for functions like: Natural language processing to understand conversations and interpret vital statistics with actionable recommendations.

Customer Experience 65

Customer Experience outsourcing Call Center Virtual Agent 65

AWS Machine Learning

SEPTEMBER 29, 2022

Voice bots, or conversational interactive voice response systems (IVR), use natural language processing (NLP) to understand customers’ questions and provide relevant answers. Businesses can automate responses to frequently asked transactional questions by deploying bots that are available 24/7.

Virtual Agent 68

Virtual Agent Call flow Interactive Voice Response Contact Center 68

Global Response

APRIL 17, 2023

That depends on your needs and goals, but in general you should look for: advanced IVR and call routing capabilities automation and AI tools chatbots or virtual agents self-service solutions omnichannel support and robust CRM solutions Remember: modern solutions are often powered by modern technology.

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

JustCall

MARCH 23, 2023

Interactive Voice Response, or IVR, is necessary for every contact center. It serves as a round-the-clock virtual receptionist. The IVR is configured to lead the user to a self-help guide that answers their query, a human agent who can solve their problem, or a pre-recorded voice message.

Interactive Voice Response 52

Interactive Voice Response call center solutions CRM Contact Center 52

Global Response

AUGUST 7, 2023

On the other hand, the right kinds of software can empower agents to do their jobs well and effectively.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

JustCall

APRIL 5, 2023

Multi-level IVR present for Premium plans and above IVR is available Not Available Available AI-Agent trainer is available with Premium and Custom plans Offers AI-Agent trainer Offers call transfer features Call transfer feature is available Offers call queue features Call queue is available Call tagging is available.

Interactive Voice Response 52

Interactive Voice Response Virtual Agent Multichannel voip 52

Balto

MARCH 29, 2023

Contact Center AI is the use of Artificial Intelligence (AI) and Machine Learning (ML) in contact centers to increase agent efficiency and boost customer satisfaction throughout all stages of the customer journey. Analyzing Big Data Call centers collect a huge amount of data on their customers and how they interact with their businesses.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

Pointillist

SEPTEMBER 28, 2021

Compound enough poor quality interactions together and you may put customers at risk for churn. Contact centers often apply speech and text analytics tools to analyze interactions through their IVR, chat and call systems. Natural Language Understanding is Insufficient Without Context.

Contact Center 40

Contact Center Self service Metrics Analytics 40