DMG Consulting

AUGUST 16, 2022

Question: How are contact centers and their systems using predictive analytics? Answer: Contact centers utilize predictive analytics in a number of ways to anticipate the probability of future behaviors or occurrences, and their potential impact on the customer and employee experience and bottom line.

Contact Center 48

Contact Center Analytics Virtual Agent contact center solutions 48

Expivia

FEBRUARY 15, 2024

Enlighten Actions: Beyond Analytics Enlighten Actions represents a significant advancement in AI-driven analytics, providing unprecedented insights into customer interactions and agent performance. These updates facilitate a more efficient management of customer service teams and a more customizable user experience.

Virtual Agent 75

Virtual Agent APIs Analytics Chatbots 75

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. IA Helps Create An Agile Enterprise.

Analytics 48

Analytics Enterprise Contact Center Quality management 48

SmartAction

DECEMBER 8, 2023

This was where Alex, a visionary contact center manager, worked tirelessly to improve efficiency and customer satisfaction. The Beginning of a Transformation Alex’s journey began with a simple yet powerful idea: automating routine tasks with conversational AI virtual agents. It was a game-changer.

Virtual Agent 77

Virtual Agent Contact Center Upselling Interactive Voice Response 77

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 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 2017 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

SmartAction

NOVEMBER 15, 2023

Underpinned by state-of-the-art technology, you can now have a conversation with virtual agents who will understand customer needs and address them quickly. AI-Powered Chatbots AI-driven chatbots have evolved into sophisticated virtual assistants. Or is it something else?”

Self service 97

Self service Virtual Agent Chatbots Analytics 97

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction 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 2020 – 2021 Interaction Analytics Product and Market Report.

Consulting 62

Consulting Consulting Analytics Marketing 62

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). in 2022, and 10% in the next three years, 2023 – 2025.

Consulting 59

Consulting Consulting Analytics Marketing 59

SmartAction

NOVEMBER 1, 2023

When used in business, conversational artificial intelligence (AI) supports overall call center operations by providing self-service options, 24/7 availability, and real-time data and analytics – while lowering costs and increasing profits. Our virtual agents can solve 80% to 90% of customer problems.

Contact Center 63

Contact Center Virtual Agent Interactive Voice Response Chatbots 63

Upstream Works

DECEMBER 20, 2022

The intent is to minimize the need for agents to manually manage repetitive tasks or keep switching across various apps to retrieve and organize information during customer interactions. Without AI, agents wouldn’t be able to access all of this in real-time, let alone sift through all the data sets to focus on the right things.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

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. The future of this process is analytics-enabled QM (AQM).

Analytics 48

Analytics Quality management Enterprise Virtual Agent 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

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 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 13th annual Speech Analytics Product and Market Report.

Consulting 48

Consulting Consulting Analytics Marketing 48

Outsource Consultants

DECEMBER 21, 2023

For instance, leading BPOs now employ advanced AI-driven analytics to personalize customer interactions, a concept barely conceivable three years ago. Imagine a call center agent at an energy company, using cutting-edge analytics to spot customers who might struggle to pay their bills during peak energy times.

Call Center 67

Call Center Virtual Agent outsourcing Upselling 67

SmartAction

OCTOBER 7, 2021

Using a managed service comes with it all covered. By going with a managed service, time-to-market is cut considerably by months, even quarters. For example, using ANI lookup or GPS location pinpointing, an intelligent virtual agent gains the human ability of personalization. But that’s just the beginning.

Contact Center 70

Contact Center Virtual Agent Construction Technology 70

TechSee

OCTOBER 9, 2018

With big data and advanced analytics readily available, companies can provide Millennials with the acknowledgement they demand. Self-service starts with a well-managed knowledge base that can understand the user’s query and present the right solution. AI-powered virtual agents. Pay attention. Personalization.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Expanded coverage driven by demand for omni-channel and customer journey analytics. 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 Analytics Contact Center 48

DMG Consulting

APRIL 13, 2022

DMG Consulting Releases 2022 – 2023 Workforce Management for the Enterprise Report. What: Releases 2022 – 2023 Workforce Management for the Enterprise Report. This year’s edition of the Report is DMG Consulting’s sixteenth annual publication on the workforce management (WFM) market. MEDIA ALERT. When: Today, 9 March 2022.

Consulting 48

Consulting Consulting Enterprise Management 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

3CLogic

MAY 26, 2022

What Is Customer Experience Management (CXM)? To deliver on these expectations, contact centers must focus even more on customer experience management — carefully overseeing every touchpoint customers have with your organization along their journeys. Why Customer Experience Management Is Important. every year from 2022 to 2030.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

JustCall

AUGUST 8, 2023

Previously, contact center agents had to physically dial multiple numbers every day. But now, they can easily find customer details on a Customer Relationship Management (CRM) system and call them with a click. This integration aids different areas of a business, like support, sales, productivity, training, analytics, and compliance.

Contact Center 52

Contact Center Interactive Voice Response Customer Service Virtual Agent 52

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

TechSee

JANUARY 14, 2020

Automated workflows simplify agents’ repetitive daily tasks, such as auto-populating information on specific screens or sending follow-up emails after calls. Why agents are embracing the change. A Forrester report discusses how AI trends will transform agents’ roles by giving them the tools they need to succeed.

Call Center 124

Call Center Virtual Agent Self service Contact Center 124

AWS Machine Learning

FEBRUARY 6, 2023

In the second part of this series, we describe how to use the Amazon Lex chatbot UI with Talkdesk CX Cloud to allow customers to transition from a chatbot conversation to a live agent within the same chat window. These virtual agents can automate routine tasks as well as seamlessly elevate complex interactions to a live agent.

Cloud contact 70

Cloud contact Self service Contact Center Virtual Agent 70

3CLogic

OCTOBER 9, 2018

Analytics Today Innovative solutions that deeply integrate voice (AKA contact center telephony) into service management platforms, like 3CLogic and ServiceNow’s combined offering , allow enterprises to gain unparalleled visibility into customer-agent (or virtual agent) engagements, extracting valuable data and putting it to work.

Analytics 51

Analytics Virtual Agent Wait times Contact Center 51

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 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 2019 – 2020 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

TechSee

JANUARY 14, 2020

Automated workflows simplify agents’ repetitive daily tasks, such as auto-populating information on specific screens or sending follow-up emails after calls. A Forrester report discusses how AI trends will transform agents’ roles by giving them the tools they need to succeed. Smarter Agents. Specialization.

Virtual Agent 109

Virtual Agent Self service Contact Center Call Center 109

JustCall

APRIL 3, 2024

Automation features and open API: An auto dialer offers open APIs so your developers can- – Build automation workflows for call logging, – Build workflows for notes logging – Help with reporting and analytics tasks (i.e., Nice CXone is an enterprise contact center suite with robust auto dialer and campaign management tools.

Sales 52

Sales CRM Scripts APIs 52

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

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. After a call, agents spend extra time copying notes to your CRM tool. your agent can say, “I see you’re having trouble with X.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

Interactions

APRIL 14, 2021

From consumer lending to debt collection, machine learning is increasing the profitability of managing receivables, through streamlined services and data-driven insights that maximize returns on investment, while simultaneously improving customer experience. 3) Compliance.

Virtual Agent 90

Virtual Agent Call flow Call Center Finance 90

SmartAction

MARCH 7, 2023

Trend #3: Actionable Intelligence Another burgeoning Conversational AI trend in 2023 relates to data, analytics and “actionable intelligence” around the conversational sides of a business. This integration will enable voice-enabled self service, a feature that customers are demanding, and the ability to handle complex voice interactions.

Multichannel 82

Multichannel Virtual Agent Self service Accountability 82

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

Connect

DECEMBER 11, 2023

By orchestrating first-line customer engagement with intelligent routing, the solution can allocate basic engagements and repetitive tasks to automated AI solutions like chat bots or conversational virtual agents. Connect with us: Connect UK , Connect South Africa , Connect India , Connect USA.

Technology 97

Technology Average Handle Time Cloud contact First call resolution 97

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 Self service Contact Center 71

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. After a call, agents spend extra time copying notes to your CRM tool. your agent can say, “I see you’re having trouble with X.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

Revation Systems

OCTOBER 14, 2021

LinkLive offers advanced, sophisticated contact center capabilities like rich digital messaging, skills-based routing, session recording, lightweight workforce management, agent scheduling and quality monitoring tools. Aragon identified 4 vendors in AI for ICC that are making a difference in the market.

Contact Center 62

Contact Center Virtual Agent Chatbots Analytics 62