DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Workforce Management Product and Market Report.

Consulting 62

Consulting Consulting Marketing Management 62

TeleDirect

DECEMBER 14, 2023

Call centers started with using traditional phone lines, which morphed into VoiP and interactive voice response (IVR). Today’s advanced call center technology goes much further and includes cloud-based software solutions, artificial intelligence, predictive analytics and omnichannel capabilities.

Call Center 62

Call Center Technology Interactive Voice Response Scripts 62

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Playvox

FEBRUARY 29, 2024

Unless you’ve been under a proverbial rock, you’ve heard and seen a massive amount of change in customer service — particularly in the past year. Many are pronouncing that there is no greater revolution in customer care than what’s happening right now. An IVR can save companies millions of dollars.

Interactive Voice Response 79

Interactive Voice Response Customer Service Contact Center Chatbots 79

Pointillist

MARCH 20, 2020

Over the past few years, CX leaders have adopted customer journey analytics to connect the dots between customer behavior and the KPIs by which businesses are measured. Leveraging these solutions enables you to aggregate, analyze and act on customer journey data to improve customer experiences and achieve business outcomes.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

ConvergeOne

APRIL 20, 2021

Usually, it starts over with identifying the problem, authenticating, hearing disclaimers, and having to choose their path through the IVR. They’ve beefed up self-service channels, helping customers navigate the systems themselves. They continue to look at the metrics as part of a continuous improvement program with analytics.

Customer Care 56

Customer Care Analytics Self service Contact Center 56

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

ConvergeOne

APRIL 20, 2021

Usually, it starts over with identifying the problem, authenticating, hearing disclaimers, and having to choose their path through the IVR. They’ve beefed up self-service channels, helping customers navigate the systems themselves. They continue to look at the metrics as part of a continuous improvement program with analytics.

Customer Care 40

Customer Care Analytics Self service Contact Center 40

Skybridge

MAY 25, 2021

Not that long ago, strong, strategic collaborations between CMO and Customer Care were rare. While the marketing role was focused on everything related to attracting customers and driving sales revenue, the contact center was perceived as a cost center. Leverage inbound calls as a critical customer retention channel.

Interactive Voice Response 52

Interactive Voice Response Contact Center Customer Care Customer retention 52

DMG Consulting

DECEMBER 10, 2019

Mid-Year Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report. 11/12/2019. When: Today, 12 November 2019.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. Artificial intelligence, machine learning and predictive analytics ushering in a new era of servicing. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 48

Consulting Consulting Marketing Contact Center 48

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 Robotic Process Automation Product and Market Report.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

JUNE 12, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 16th annual Contact Center Workforce Optimization (WFO) Market Share Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Playvox

MARCH 19, 2024

The Evolution of Contact Center AI Early uses of AI and machine learning (ML) showed up in call centers years ago in intelligent routing solutions and interactive voice response (IVR) systems. These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Hodusoft

OCTOBER 19, 2023

They help manage customer interactions by serving as the initial point of contact. BPOs offer a comprehensive range of services, including but not limited to customer support and sales. As per a report , the customer care BPO market is estimated to rise from US$22,598.82 million in 2022 to US$34, 570.73

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The number of CBCCI seats in the market grew by 20.1% 12/11/2019.

Consulting 48

Consulting Consulting Contact Center Marketing 48

NobelBiz

APRIL 18, 2023

In contact centers, hyper efficiency means streamlining processes and leveraging technology in such a way as to maximize output while minimizing costs, often with the aim of improving customer experience. It may be a valuable tool for establishing standards against which the customer relationship center can push its customer service goals.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Zappix

FEBRUARY 6, 2024

Completed deep integration with Amazon Connect to allow agents to manage all outreach touchpoints (digital and voice) in the Zappix Portal. Improved analytics – reporting across all inbound and outbound channels. Enhanced automation capabilities to increase the campaign success rates.

Interactive Voice Response 52

Interactive Voice Response Analytics Self service Enterprise 52

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. Strong momentum driving market growth and investments. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 27 March 2019.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

JULY 31, 2019

Improved marketing effectiveness for the digital era. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Marketing organizations need to know which campaigns are most effective in attracting customers and generating revenue.

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 48

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Pointillist

SEPTEMBER 10, 2020

Customer journey orchestration enables enterprises to engage prospects and customers at optimal points along their journeys, in real time and through the most effective channels. Campaign automation enables a marketer to efficiently define, execute and analyze dozens or hundreds of campaigns.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

DMG Consulting

AUGUST 3, 2018

DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report. Market demand is high as opportunity and addressable market for RPA continues to grow. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 15th annual Contact Center Workforce Optimization (WFO) Market Share.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The past year was excellent for the CBCCI market.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. Strong momentum driving market growth and investment. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 12 March 2018.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

NOVEMBER 1, 2017

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. WFO market is contracting; future is in the cloud. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 1 November 2017.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report.

Consulting 48

Consulting Consulting Marketing Gamification 48

Fonolo

OCTOBER 18, 2017

Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017. 74% of those surveyed directly influence their organizations’ customer experience budgets, while 37% either sit-in or directly report to the C-suite.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

OctopusTech

JUNE 8, 2022

With contact center automation, different systems can be easily integrated into a single tool and you can monitor all the customer service data in a single system. For example – customers can check their account balance using automation software that converts interactive voice response (IVR) to automated speech recognition (ASR).

Call Center 62

Call Center Interactive Voice Response First call resolution Chatbots 62

Call Experts

JULY 28, 2022

We may also use interactive voice response, or IVR, to help callers reach the person they need. . A contact center can help businesses communicate with customers and employees through voice calls. With IVR, agents can access different skill sets for a specialized call. Analytics for Business Insight.

Contact Center 52

Contact Center Interactive Voice Response Scripts outsourcing 52

Global Response

FEBRUARY 1, 2024

The call center agents initiate the calls for various reasons, including: Making sales Generating leads Conducting market research Gathering customer feedback Setting appointments Following up with customers Inbound call center companies are customer-driven, aiming to support and retain customers by addressing their needs.

Call Center 62

Call Center Abandon rate Interactive Voice Response Average Handle Time 62

DMG Consulting

APRIL 15, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. These concepts have been in the market for years, but AI is actually still in its infancy, although the AI tools available today are substantially better than the those of the past.

Consulting 62

Consulting Consulting Contact Center Gamification 62

NICE inContact

AUGUST 6, 2019

Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing. Marketing staff assigned to monitor these channels lack all the necessary skills to provide timely and complete answers The focus of marketing when monitoring digital channels is for brand reputation, not service.

Interactive Voice Response 63

Interactive Voice Response Contact Center Self service Best practices 63

NICE inContact

AUGUST 6, 2019

Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing. Marketing staff assigned to monitor these channels lack all the necessary skills to provide timely and complete answers The focus of marketing when monitoring digital channels is for brand reputation, not service.

Interactive Voice Response 54

Interactive Voice Response Contact Center Self service Best practices 54