DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. Then there are the broader enterprise applications of IA: to identify new product opportunities, at-risk customers, legal risks, and the potential for fraud, just to mention a few.

Analytics 107

Analytics Enterprise Contact Center Marketing 107

DMG Consulting

APRIL 13, 2022

Interaction Analytics: What’s Driving Adoption. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information. By Donna Fluss.

Analytics 48

Analytics Enterprise Contact Center Quality management 48

Tethr

NOVEMBER 15, 2021

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. That said, finding a good contact center reporting and analytics tool can be hard. The best contact center reporting and analytics tools.

Contact Center 100

Contact Center Analytics Marketing First call resolution 100

DMG Consulting

APRIL 16, 2019

Question: We are just getting started with speech analytics. Answer: Enterprise executives who are not thinking more broadly about the uses of solutions like speech analytics are leaving cost savings and valuable benefits on the table. AQM can also reduce the risks associated with fraud and out-of-compliance situations.

Analytics 115

Analytics Enterprise Quality management Coaching 115

8x8

MARCH 17, 2019

As more than 6,000 business and technology leaders convene at Enterprise Connect this week in Orlando, attendees are garnering knowledge about how they can stay competitive in a fast-changing business landscape. Speech Analytics Benefits Outside the Contact Center. “Now ” Movement Mortgage & Speech Analytics.

Analytics 91

Analytics Enterprise Contact Center Quality management 91

DMG Consulting

OCTOBER 10, 2022

Outlook for Interaction Analytics. Interaction (speech and text) analytics is celebrating its 20 th year in the commercial market. While we talk a great deal about interaction analytics, the majority of “interaction” analytics used in contact centers today is still just speech analytics.

Analytics 48

Analytics Contact Center Enterprise Engineering 48

CSM Magazine

JUNE 24, 2021

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . In the first two blogs in this series, we set out to define what it really means to be a Connected Enterprise, identifying the top three characteristics that all connected organisations share.

Enterprise 52

Enterprise Multichannel Analytics Quality management 52

DMG Consulting

JUNE 8, 2021

DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report. What : Releases 2021 – 2022 Interaction Analytics Product and Market Report . The Report focuses on contact center and service-related uses of interaction analytics (IA). Work-at-home (WAH) is here to stay.

Consulting 59

Consulting Consulting Analytics Marketing 59

DMG Consulting

AUGUST 31, 2021

Contact Center Technology Paves the Way for Enterprise-Wide CX Improvement. The pressure is on for enterprises to improve their customer experience (CX). Other industry thought leaders have identified the explosion of digital channels as a reason why the quality of service seems to be falling like a rock.

Enterprise 59

Enterprise Contact Center Technology Analytics 59

DMG Consulting

FEBRUARY 25, 2019

Speech Analytics and AI Is a Winning Combination. Service, quality management, and the customer journey will all see big gains. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. By Donna Fluss. Improvements in Speed and Accuracy.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

DMG Consulting

JANUARY 2, 2018

Scouting Report: Speech Analytics Enters Its Next Act — Maturity. The speech analytics market continues on its remarkable journey as it matures, enters middle age, and confronts a variety of new challenges. Speech analytics has reached maturity after 14 years in the commercial market. THE NEXT ACT FOR SPEECH ANALYTICS.

Analytics 54

Analytics Enterprise Contact Center Engineering 54

DMG Consulting

NOVEMBER 7, 2023

It also spotlights how workforce engagement management (WEM) components of contact center as a service (CCaaS) platforms provide essential solutions to meet escalating customer demands and engage and retain today’s workforce. Call Center Studio, an emerging vendor and new participant, is covered at a higher level.

Consulting 59

Consulting Consulting Contact Center Marketing 59

DMG Consulting

MAY 26, 2020

What technology will help us manage this shift? Additionally, two workforce optimization (WFO) applications to pay particular attention to are workforce management (WFM), and interaction analytics (IA). Question: Our contact center agents are working from home due to COVID-19 and many want to make it a permanent move.

Contact Center 48

Contact Center Technology Gamification Management 48

TechSee

APRIL 21, 2021

Cost optimizations have also cut back on floor managers circulating the room to answer questions and provide assistance. . AI is reshaping the enterprise approach to self-service. AI-Based Prediction of Customer Behavior via Speech Analytics. One trending approach for AI in call centers is a focus on speech analytics.

Call Center 136

Call Center Contact Center Self service call center solutions 136

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics 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 12th annual Speech Analytics Product and Market Report. 10/18/2017.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

MARCH 11, 2022

On an annual basis, in the November/December time frame, DMG Consulting (DMG) conducts a worldwide survey of contact center and enterprise executives and managers to identify their top operational and technology investment priorities for the coming year. 2022: The Year Dedicated to Improving the Customer Experience.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

NICE inContact

MAY 16, 2019

Complete digital service management across contact center operations — through end-to-end enhancements for digital-first omnichannel management, such as routing, forecasting/scheduling, quality management, interaction analytics, and more.

Enterprise 54

Enterprise Contact Center Quality management Analytics 54

DMG Consulting

OCTOBER 6, 2023

In addition, some enterprises are beginning to create proprietary LLMs, enabling them to have complete control of the data leveraged by generative AI technologies used in their organizations. and customer service organizations.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

DMG Consulting

MARCH 10, 2023

As enterprises tighten budgets due to the troubled economy, contact center leaders are under greater pressure to improve productivity while enhancing the customer experience (CX). Analytics-enabled quality management (AQM) (a.k.a. automated quality management).

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

DMG Consulting

JANUARY 30, 2024

And when it comes to technology partnerships, given the rapid pace of innovation for AI, automation, and analytics, incorporating third-party systems and applications is a highly effective method to quickly bring new capabilities to market, giving customers additional flexibility in their solutions.

Contact Center 48

Contact Center CRM Enterprise Self service 48

DMG Consulting

DECEMBER 7, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Self service Surveys 48

DMG Consulting

NOVEMBER 13, 2018

Contact center quality assurance (QA, also known as quality management (QM)), has been around for over 40 years. Again – great concept, but in too many situations the QA team was not positioned for success because they did not have access to share their insights with appropriate contact center managers or enterprise executives.

Analytics 76

Analytics Contact Center Quality management Construction 76

DMG Consulting

DECEMBER 1, 2020

Automation solutions – Intelligent virtual agents (IVAs), virtual assistants (VAs), robotic process automation (RPA) and workflow have emerged as essential enablers for enterprises. The benefits for enterprises are clear, as is the opportunity that these solutions are creating for much higher-level employment opportunities. .

Contact Center 100

Contact Center Government Self service Virtual Agent 100

DMG Consulting

JANUARY 10, 2022

It’s time for contact center management and business practices to transition and align with the requirements of the general working population who expect fair treatment, recognition, and compensation. This is where workforce optimization (WFO) (also known as workforce engagement management (WEM)) solutions are instrumental.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics 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. When: Today, 22 August 2017.

Consulting 48

Consulting Consulting Analytics Marketing 48

CSM Magazine

JUNE 22, 2023

Calabrio ONE seamlessly unifies workforce optimisation, agent engagement, and business intelligence solutions into the only enterprise-grade, true-cloud workforce performance suite. Agent Empowerment and Scheduling: Grant is Calabrio ONE’s AI-enabled virtual assistant who has revolutionised scheduling for agents and managers alike.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Analytics 52

DMG Consulting

MAY 26, 2020

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.

Analytics 96

Analytics Contact Center APIs Consulting 96

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 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 2018 – 2019 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

SEPTEMBER 29, 2022

It will glean its intelligence in real time from the enterprise (or contact center) repository of unified, tagged, and targeted data. The new AI-based infrastructure will alter the dynamics of service (all customer-facing activities) in enterprises, as well as the systems and applications that come into play.

Contact Center 62

Contact Center contact center solutions Enterprise Analytics 62

DMG Consulting

FEBRUARY 5, 2020

As it’s difficult to get enterprise executives and managers to participate in any kind of a survey, this year we decided to ask only 3 questions. The findings for the three questions were extremely positive and reflect the very upbeat attitude of enterprise executive and contact center leaders toward new technology investments.

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

DMG Consulting

SEPTEMBER 12, 2023

It has taken close to 20 years, but the convergence of the processing power of the cloud, interaction analytics (IA), artificial intelligence (AI) technologies, and a shift in what agents are empowered to do for customers is finally making the concept of real-time contact centers a reality. “The

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

Hodusoft

JUNE 17, 2021

Contact centers that emphasize coaching and training should look into systems with quality management modules or standalone quality management solutions. Contact centers in which agents heavily use applications such as CRM applications should look into desktop analytics to supplement call recording.

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

DMG Consulting

JANUARY 4, 2023

Retrain all contact center managers, leaders, supervisors, quality management specialists, coaches, and everyone who interacts with agents – training is highly under-rated in many contact centers, but it makes one of the biggest impacts on the satisfaction and retention levels of agents.

Contact Center 48

Contact Center Quality management Benchmark Enterprise 48

DMG Consulting

MARCH 1, 2019

The WFO market has been in transition for the past several years; the primary applications in the sector, recording and quality management/quality assurance, are mature. ANALYTICS, AI, AND RPA. And combining IA with customer journey analytics (CJA) leads to even deeper insights for the enterprise.

Marketing 84

Marketing Contact Center Analytics Enterprise 84

DMG Consulting

JUNE 9, 2023

An influential driver of this sector’s growth is the expanding footprint of these platforms, which increasingly include many workforce engagement management (WEM) applications and intelligent virtual agent (IVA) self-service capabilities. Growth is also impacted by companies adding seats.

Marketing 48

Marketing Contact Center Virtual Agent Enterprise 48

JustCall

MARCH 9, 2023

Many enterprises are choosing cloud-based contact center software to become more agile, resilient, and scalable for the long term. Cons: Even for an enterprise-level solution, Talkdesk may be a little pricey at $75 per user per month.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52