DMG Consulting

AUGUST 17, 2017

Companies are striving to understand customer needs, engage Millennial customers and employees, increase the use of self-service tools, improve service quality while reducing costs, simplify operating environments, and reduce fraud, and they’re looking to vendors for help. Self-service. Speech analytics.

Contact Center 69

Contact Center Technology Big data Gamification 69

TechSee

DECEMBER 5, 2017

Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. The Canadian-based Coveo increases self-service success and case deflection by making search core to the self-service experience.

Contact Center 116

Contact Center Technology Self service Call Center 116

Balto

MARCH 29, 2023

Cost Reduction AI enables cost savings in many areas and operations of a contact center. For example, using AI to provide self-service channels for your customers, such as AI chatbots, can help you significantly cut labor costs.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

DMG Consulting

APRIL 10, 2017

Reality Check: Will Customer Journey Analytics Be the Next CRM? When it comes to enterprise servicing strategies, a new contender seems poised to challenge an old but dependable stalwart. The up-and-comer is customer journey analytics, or CJA, and it’s in the ring with the incumbent, CRM. By Donna Fluss.

CRM 48

CRM Analytics Journey mapping Interactive Voice Response 48

Hodusoft

NOVEMBER 13, 2019

The face to face experience Social media integration is fine in contact center solutions but for agents and customers to view each other during a talk is much better. We can expect it to gain even more ground as call centers based around WebRTC become more popular. IVRs , standing in the front line, can attend to most customers.

Contact center software 40

Contact center software Contact Center contact center solutions call center software 40

Dialer 360

DECEMBER 14, 2018

The call center is becoming complete the paradox. The problem is technology advanced as much as instant pace than the call center can adapt to at least for now. The problem is technology advanced as much as instant pace than the call center can adapt to at least for now. Better Call Center Analytics.

Call Center 21

Call Center Analytics Customer centricity APIs 21

TechSee

OCTOBER 31, 2018

This data is culled from devices, networks, mobile applications, geolocations, detailed customer profiles, services usage and billing data. Dutch telecom KPN analyzes the notes generated by its call center agents, and uses the insights generated to make changes to the interactive voice response (IVR) system.

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

VocalCom

MAY 21, 2018

Artificial intelligence enhances self-service while making customer experiences more personalized. Big data can be used in many ways to provide proactive service. For example, it may reveal weak points in the contact center such as long average handling times or low rates of first contact resolution.

Customer effort 48

Customer effort Technology Interactive Voice Response Big data 48

Spearline

SEPTEMBER 10, 2019

With ever-larger amounts of data to cope with from surveys, social media, speech analytics, web analytics, etc. companies are in danger of being overwhelmed by the amount of data they have on their customers’ needs and behaviors. Chatbots and Self-Service. Omnichannel Cloud.

Telecommunications 53

Telecommunications Contact Center Big data Analytics 53

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. ANALYTICS RECEIVES AN ENCORE. By Donna Fluss. View this document on the publisher’s website.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Dialer 360

SEPTEMBER 7, 2018

This is already stirring of change call center with automating different small repetitive. You can deliver an automated personalized & digital self-service experience to your voice caller. With robotic procedure of automation technology for customer service with more companies. Huge Data Analytics.

Call Center 20

Call Center Interactive Voice Response Analytics Call flow 20

aircall

DECEMBER 23, 2020

Big data has changed the dynamics of the B2B sales cycle. As for the second point, the rise of big data has not only increased how much data buyers have access to, but the channels they use to do research are more flexible than ever before. 2) Predictive analytics tools use data to forecast future sales results.

B2B 62

B2B Sales Technology voip 62

REVE Chat Blog

FEBRUARY 12, 2020

Innovation in data collection, analytics, and channel strategies has enabled financial institutions to diversify means of engaging customers , building better relationships through real time assistance. The customer experience in banking has taken a big leap through proactive communication with customers. Let’s dive in: 1.

Banking 76

Banking Customer Experience Chatbots Big data 76

Balto

SEPTEMBER 12, 2023

The transformative shift to digital interactions has changed customer expectations to include 24/7 self-service and personalized and consistent digital experiences across different channels and platforms. Other types of data that it collects include customer demographics, lifestyle, and interests.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

Avaya

DECEMBER 4, 2017

Or a customer calling a bank’s call center agent to see if a check cleared. Big data analytics. A Navy officer on an aircraft carrier sending birthday greetings to his grandfather. A weary traveler checking the web for a flight status. All interactions matter.

Contact Center 69

Contact Center contact center solutions Interactive Voice Response Big data 69

NobelBiz

MARCH 29, 2022

Consequently, instead of reacting passively to your contact center agent’s answers, they actively participate in those conversations. And that’s the big difference between a regular customer and an engaged customer. What does customer engagement bring to call centers?

Contact Center 52

Contact Center Cloud contact contact center solutions Brand ambassadors 52

TechSee

FEBRUARY 12, 2018

Whether via social media, websites, or online communities, companies can gather a massive amount of digital data on their customers. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

Whether via social media, websites, or online communities, companies can gather a massive amount of digital data on their customers. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

Comm100

JUNE 5, 2018

Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. This uncertainty has generated myths about AI, such as the popular thinking that AI will replace call center agents or equally popular, that AI will solve all CX problems.

Contact Center 49

Contact Center Chatbots Call Center Self service 49

Enghouse Interactive

JULY 10, 2018

Provide simple digital self-service touch points. With the rise of rise digital technologies members are looking to self-service first. A study conducted by Dimension Data found that 73% of customers prefer to use a company’s website, instead of using social media, SMS and live chat for support.

Self service 40

Self service CRM Contact Center Analytics 40

Balto

JUNE 20, 2023

Conversational AI has provided a fast and cost-effective way for contact centers to offer quick, more personalized, and engaging chat conversations to their customers. What’s more, it allows for sentiment by using speech and text analytics to analyze customer interactions and determine the root causes behind dissatisfaction.

Contact Center 52

Contact Center Chatbots Complaint resolution Wait times 52

Calabrio

JANUARY 6, 2016

As more agents are working remotely, in different countries, different time zones and in different languages, the contact center’s systems—for workflow, CRM, analytics—will have to be more tightly integrated. Prediction #3: Self-service is the key to success. Prediction #4: Everyone must be an expert – in something.

Contact Center 53

Contact Center Analytics Self service Wireless 53

DMG Consulting

OCTOBER 4, 2017

IVAs present companies with a great opportunity to enhance their voice and web self-service environments by making them easier to use, enhancing the options, and increasing customer adoption. Donna Fluss, president of DMG Consulting, is an expert on contact centers, analytics, and back-office technology.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

Verint

MARCH 29, 2018

Achor will present “Big Potential: How Transforming the Pursuit of Success Raises Our Achievement, Happiness and Well-Being” on the morning of Wednesday, May 16. Using big data and the findings from his research in 50 countries, Achor will show how pursuing success using an individual, self-focused approach can limit our progress.

Big data 23

Big data Journey mapping Customer Experience Management 23

Verint

MARCH 2, 2016

Sherry will discuss how voice of the customer solutions help enable enterprises to find the information that can help them move toward best-in-class customer engagement optimization and combine workforce optimization and customer analytics to create positive and memorable customer experiences.

CRM 22

CRM Analytics Enterprise Marketing 22