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DMG Consulting Releases 2023 – 2024 Enterprise Workforce Engagement Management Product and Market Report

DMG Consulting

WEM is becoming an open enterprise-grade platform of interoperable applications built with microservices and application programming interfaces (APIs). This is where the newly reimagined WEM platform comes in. Underlying the applications are several foundational layers that the components will plug into.

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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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A Connected Enterprise – 3 Ways to Turn Theory into Practice

CSM Magazine

Modern all-in-one solutions unify call recording, quality management, workforce management, multichannel analytics and advanced reporting for comprehensive IT connectivity and customer connectedness. The Enterprise CXI add-on for Calabrio Analytics is a good example of using technology to build these connections.

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Build and train ML models using a data mesh architecture on AWS: Part 1

AWS Machine Learning

Large enterprises sometimes set up a center of excellence (CoE) to tackle the needs of different lines of business (LoBs) with innovative analytics and ML projects. To generate high-quality and performant ML models at scale, they need to do the following: Provide an easy way to access relevant data to their analytics and ML CoE.

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Overwhelmed by needing to modernize your contact center? Start here.

NICE inContact

What’s the incremental value of QM (quality management), WFM (workforce management), Analytics, and API (applied programming interfaces) to the performance of my contact center? How do I evaluate cloud vs. premises solutions? What level of integration to external systems (as in CRM) do my agents need?

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Enabling a Mobile Contact Center Workforce with Aspect® Workforce Optimization™ Version 20

Aspect

On July 14, Aspect released a new version of the Aspect Workforce Optimization Suite including Workforce Management (WFM) , Quality Management (AQM) and Performance Management (APM). Aspect delivers on that need in W orkforce Optimization Version 20. .

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DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG Consulting

DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2021–2022 Cloud-Based Contact Center Infrastructure Product and Market Report. When: Today, 13 October 2021. Where: Available at the DMG Consulting online store. Background: .