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WFO Trends in 2020

DMG Consulting

2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. Adoption of cloud-based recording is starting to pick up momentum, as is analytics-enabled quality management (QM). . WFO Trends in 2020.

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Cloud-Based ACDs and Dialers Come of Age

DMG Consulting

The “platform as a service” paradigm, which essentially leverages application programming interfaces (APIs) to build out functional capabilities, makes it easier to build your own solution (BYOS). It’s undeniable that contact center platform vendors are having a highly positive disruptive impact on the pace of innovation in the CBCCI sector.

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CREATING CREDIT UNION MEMBERS FOR LIFE

Enghouse Interactive

By selecting Enghouse Interactive Communications Center (CC) and Quality Management Suite (QMS), Partner Colorado Credit Union found a solution that was intuitive, highly functional, reliable and that provided visibility into each touchpoint of the member experience. Use journey analytics to drive better experiences.