DMG Consulting

MAY 8, 2023

The investments are primarily in the following categories: artificial intelligence (AI), automation, analytics, and user interface/user experience (UI/UX). This sales model presents both benefits and challenges for WFO/WEM suite vendors. AI has gone from a system add-on to a foundational component of many applications in a WEM suite.

Management 62

Management Enterprise Analytics Contact Center 62

DMG Consulting

JANUARY 17, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The Report also presents an insightful analysis of WFO market activity for the first half of 2017, and provides 5-year market projections for the 12 WFO application components.

Consulting 48

Consulting Consulting Marketing Gamification 48

CSM Magazine

FEBRUARY 17, 2021

Right now, it’s working from home (WFH) which presents significant challenges for many, and addressing these challenges successfully is critical at a time when customer expectations are also changing. Giving supervisors predictive analytics and powerful reporting enables improved planning, performance and wider workforce engagement.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

JustCall

APRIL 5, 2023

Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Call recording – Record and monitor agent calls to improve quality and performance. Call recording – Calls are recorded for quality and training.

voip 52

voip Interactive Voice Response APIs Contact Center 52