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

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 Virtual Agent Marketing 48

TechSee

APRIL 21, 2021

With many call centers adopting the remote working model, the common practice of one agent asking a question over his cubicle wall has come to an end. Cost optimizations have also cut back on floor managers circulating the room to answer questions and provide assistance. . AI-Based Prediction of Customer Behavior via Speech Analytics.

Call Center 136

Call Center Contact Center Self service call center solutions 136

DMG Consulting

NOVEMBER 8, 2023

Interaction analytics technology has been in the commercial market for more than 20 years and AQM for more than 12 of them. Typically, the summary is shared with the agent for review and corrections prior to posting to the system of record or customer relationship management (CRM) application.

Contact Center 48

Contact Center Virtual Agent Self service Analytics 48

Global Speech Networks

JANUARY 10, 2022

This sounds like a long list of nigh-impossible tasks — but with call centre quality management software and advanced contact centre analytics, it’s easier than you might think. Together, the solutions act as an aggregation of customer data from across your organisation, including: App or website usage analytics.

Brand ambassadors 52

Brand ambassadors Virtual Agent Quality management Analytics 52

DMG Consulting

DECEMBER 1, 2020

However, the key to success remains being able to connect with a live agent, when necessary. . Automation solutions – Intelligent virtual agents (IVAs), virtual assistants (VAs), robotic process automation (RPA) and workflow have emerged as essential enablers for enterprises. Learn more at www.dmgconsult.com.

Contact Center 100

Contact Center Government Self service Virtual Agent 100

DMG Consulting

OCTOBER 6, 2023

Applications for Contact Centers/Customer Service Generative AI has caught the attention and imaginations of vendors and enterprises, driving investments in a large and growing variety of applications for contact centers (sales, marketing, service, collections, technical support, etc.) and customer service organizations.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

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. Speech and text analytics (also known as interaction analytics) came in fifth (24.6%).

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

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

MAY 7, 2018

DMG Consulting Releases 2018 Knowledge 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 Knowledge Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

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

MARCH 10, 2023

Fortunately, many innovations that have been under development during the past few years are ready to be rolled out and are positioned to help contact center managers achieve their departmental and corporate objectives. 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

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.

Marketing 48

Marketing Contact Center Virtual Agent Enterprise 48

CSM Magazine

JANUARY 27, 2021

Cloud-based solutions, including workforce optimisation/workforce engagement management applications that give supervisors oversight tools for managing agents, such as live monitoring, recording, quality management, speech analytics and desktop analytics, have been very helpful throughout the pandemic.”.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

Xaqt

JANUARY 15, 2021

As cities and municipalities receive an increasing number of calls to existing call centers regarding vaccine distribution, Xaqt provides an automated solution that deflects calls with artificial intelligence (AI)-driven virtual agents. Xaqt’s Intelligent Virtual Agents are also able to respond to SMS-based interactions.

Virtual Agent 40

Virtual Agent Government Contact Center Chatbots 40

DMG Consulting

JANUARY 29, 2021

Companies are transitioning from their interactive voice response (IVR) systems to next-gen conversational intelligent virtual agents (IVAs). Speech and text analytics (also known as interaction analytics, IA), came in third place, receiving 35.1% Interaction analytics has been one of the unsung heroes of the pandemic.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

DMG Consulting

NOVEMBER 1, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” When: Today, 1 November 2017.

Consulting 48

Consulting Consulting Marketing Gamification 48

JustCall

MARCH 9, 2023

Some of its key features are: AI-based self-service Omnichannel and workforce engagement Collaboration tools Customer experience analytics Pros: The power of AI can be utilized to enhance service levels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.

Contact center software 52

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

DMG Consulting

OCTOBER 13, 2021

DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2021–2022 Cloud-Based Contact Center Infrastructure Product and Market Report. When: Today, 13 October 2021. Where: Available at the DMG Consulting online store. Background: .

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MAY 25, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. When: Today, 23 May 2018.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

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. This transition opens the door for emerging solutions that take a digital, omni-channel, analytics and AI-oriented approach to addressing the WFO challenge.”. When: Today, 3 January 2018.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

NOVEMBER 29, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The next step for the CBCCI vendors is the introduction of artificial intelligence, machine learning, natural language understanding and analytics into their solutions.

Consulting 48

Consulting Consulting Contact Center Marketing 48

JustCall

APRIL 5, 2023

Monitor, whisper, or barge – Monitor live agent calls and provide help through whispers or by joining the call in real-time. Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. It empowers users to scale up to 250,000 users and offers 99.999% uptime.

voip 52

voip Interactive Voice Response APIs Contact Center 52

DMG Consulting

APRIL 16, 2019

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. ANALYTICS RECEIVES AN ENCORE.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48