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The Transformational Value of Interaction Analytics

DMG Consulting

The Transformational Value of Interaction Analytics. 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. July 7, 2021 Donna Fluss. Like what you’re reading?

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Interaction Analytics: What’s Driving Adoption

DMG Consulting

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. IA Facilitates Transition To The New Work World.

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3 Way Call Recording and Quality Management can save your business money

Enghouse Interactive

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT. The result to the bottom line?

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Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

Social media depends heavily on real-time responses; omnichannel service requires companies to respond to a variety of media, such as chat, SMS, and video, in real time; and globalization has opened the door to worldwide resources and requires immediate responses for customers worldwide. ANALYTICS RECEIVES AN ENCORE.

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Super-Agents Are Real (Blog #2)

Enghouse Interactive

But to achieve that objective and be transformative in their effectiveness, AI-platforms must broaden the range of information they gather while enhancing their analytical focus.

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How to Understand Your Customers To Better Engage with Them

Enghouse Interactive

unfiltered) comments are typically offered during a specific event or situation. Specifically, the best results have been seen when using Conversational AI – which combines Natural Language Processing (NLP), Machine Learning (ML), and Text Analytics. Extend Your Customer Data Gathering Capabilities .

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Empower Customers With Self-Service Blog #2

Enghouse Interactive

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. It’s Not an Option – It’s Expected (Blog Series).