DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. State of the art self-service and compelling benefits that transcend verticals. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 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. Intelligent collaboration tools are trending in the call center to meet this need of connecting agents with their colleagues and supervisors in order to better serve their customers.

Call Center 136

Call Center Contact Center Self service call center solutions 136

Outsource Consultants

FEBRUARY 21, 2024

Some shoppers seek efficiency and self-service through chatbots, while others crave the understanding and empathy only humans can offer. Intelligent Virtual Agents (IVAs): These dynamic conversationalists guide customers through self-service options, making the process smoother and more intuitive.

Call Center 67

Call Center Virtual Agent Morale Chatbots 67

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

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. Automatic forecasting takes the huge volumes of data collected daily by contact centers and analyzes it all to reveal trends and draw conclusions about emerging best practices.

Virtual Agent 109

Virtual Agent Self service Contact Center Call Center 109

InGenius

JANUARY 31, 2020

Being a progressive industry driven by innovation and new technology, we can expect to see several trends emerging this year that propel the industry forward and have a significant impact on customer experience and agent productivity. Live engagement customer service. An increase in self-service automation.

Omni-channel support 62

Omni-channel support Contact Center Virtual Agent Analytics 62

DMG Consulting

JULY 16, 2019

Question: What’s the difference between customer journey mapping and customer journey analytics? Customer journey analytics (CJA) solutions, which frequently include journey mapping as a capability, take it a step further. activities, as well as all actions initiated by a customer or an employee on the customer’s behalf.

Journey mapping 67

Journey mapping Analytics Interactive Voice Response Social media contact 67

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. Automatic forecasting takes the huge volumes of data collected daily by contact centers and analyzes it all to reveal trends and draw conclusions about emerging best practices.

Call Center 124

Call Center Virtual Agent Self service Contact Center 124

NobelBiz

FEBRUARY 21, 2023

This article will cover 10 of the most important and impactful call center trends you need to follow in 2023. Improved Data Analytics Data Analytics is increasingly influencing business decisions, which is expected to continue in 2023. Also driving this trend is real-time analytics.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

This article will cover 10 of the most important and impactful call center trends you need to follow in 2023. Improved Data Analytics Data Analytics is increasingly influencing business decisions, which is expected to continue in 2023. Also driving this trend is real-time analytics.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

Lumoa

JUNE 23, 2021

Here, we will look at the trends that look set to shape the future of CCaaS in the coming years. Advanced Self-Service Tools According to studies, consumers are increasingly becoming self-reliant, preferring to use self-service channels such as live chat (42%) and chatbots (86%) rather than contacting customer support.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

REVE Chat Blog

NOVEMBER 6, 2019

Hence realigning the customer service experience has become a top priority for businesses. Contact center trends provide businesses a futuristic view of how digital transformation and the use of artificial intelligence (AI) would help their call centers to deliver an optimal customer service experience. Frank Sherlock.

Contact Center 82

Contact Center Interactive Voice Response Call Center Chatbots 82

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

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Virtual Customer Assistants. An increasing number of customers are demanding self-service options.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Virtual Customer Assistants. An increasing number of customers are demanding self-service options.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

DMG Consulting

JANUARY 7, 2022

Intelligent virtual agents (IVAs) represent the future of omnichannel self-service, a new standard of voice and digital self-service in a channel-optimized format. Practical applications of these technologies in contact centers include speech analytics, IVAs, robotics, and other capabilities.

Contact Center 48

Contact Center Self service Virtual Agent Analytics 48

Playvox

MARCH 19, 2024

As NLP, ML, and conversational AI evolved, modern contact centers embrace AI-powered chatbots, virtual agents or assistants, voice recognition, and other tools to deliver self-service options to customers. This improves customer satisfaction and net promoter scores, and other key customer service metrics.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

DMG Consulting

DECEMBER 1, 2020

Artificial Intelligence (AI)-based self-service capabilities – Self-service has become the channel of choice for customers in many countries, as surprising as it seems. However, the key to success remains being able to connect with a live agent, when necessary. . Learn more at www.dmgconsult.com.

Contact Center 100

Contact Center Government Self service Virtual Agent 100

UJET

MARCH 22, 2021

We won’t just guide them to the right agent: We’ll guide them to the right channel. We’ll guide them to answers for more self-servicing and deflection. Providing a means of self-service. Gathering contextual information for the agent. Conversational AI & Virtual Agents.

Interactive Voice Response 82

Interactive Voice Response Virtual Agent Contact Center Self service 82

Cisco - Contact Center

AUGUST 3, 2020

This open platform architecture enables our customers to easily add and integrate with advanced cloud applications such as AI-based virtual agents, advanced data analytics, workforce optimization, and other Webex applications, including Webex Experience Management, Webex Calling, and Webex Control Hub.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

DMG Consulting

OCTOBER 13, 2020

IVAs Role in Delivering a Great Service Experience. Three years ago, few companies had heard of intelligent virtual agents (IVAs), and fewer were willing to invest in them. IVA Trends for 2020. Today, companies are trying to put these solutions in production as quickly as they can. Learn more at www.dmgconsult.com.

Self service 87

Self service Virtual Agent Consulting Consulting 87

DMG Consulting

JUNE 9, 2023

increase in seats in the 12 months between December 2021 and December 2022, the CCaaS market remains one of the fastest-growing sectors in the contact center technology market, a trend DMG expects to continue for the next few years. CCaaS Market Drivers and Inhibitors June 2023 With a 21.3%

Marketing 48

Marketing Contact Center Virtual Agent Enterprise 48

DMG Consulting

NOVEMBER 14, 2020

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 Digital Customer Service Product and Market Report. When: Today, 30 September 2020. Where: Available at the DMG Consulting online store.

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

NOVEMBER 3, 2020

Today’s new-gen WFM suites are striving to stay on pace with modern management trends, smart technology, expanding global business requirements and broadened market opportunities. Self-Service Comes on Strong. As importantly, these tools allow agents to accommodate their need for work/life balance.

Self service 87

Self service Gamification Contact Center Virtual Agent 87

CSM Magazine

JUNE 16, 2023

This gives organizations the enterprise-level analytics and reporting they need to obtain automatic insights, driving better outcomes with informed decisions. IBM Watson Assistant IBM Watson Assistant is an advanced platform designed to deliver unparalleled virtual agent experiences.

Customer Service 52

Customer Service Virtual Agent Chatbots Enterprise 52

CSM Magazine

NOVEMBER 3, 2022

The study, which was conducted among senior customer experience and technology leaders across several industries, looked to understand the trends, challenges, aspirations and expectations around customer experience. Get better data/analytics from systems (48%).

Customer Experience 52

Customer Experience Telecommunications Virtual Agent Contact Center 52

UJET

NOVEMBER 3, 2020

AI solves this problem by routing customers to the ideal customer service solutions quickly. 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. AI Streamlines Agent Training.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

DMG Consulting

AUGUST 10, 2018

Recent advancements in artificial intelligence (AI) technology coupled with consumer preference for digital channels, is driving interest in and adoption of intelligent virtual agents (IVAs) and a related technology, robotic process automation (RPA). In essence, IVAs use science to elevate the art of self-service.

Interactive Voice Response 78

Interactive Voice Response Virtual Agent Self service Contact Center 78

Hodusoft

OCTOBER 19, 2023

When calls are routed to the right agent, it ensures faster issue resolution, reduced handling times, and increased customer satisfaction. Self-Service Options : Self-service options in call routing optimization are another effective way to enhance contact center efficiency.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

UJET

NOVEMBER 3, 2020

AI solves this problem by routing customers to the ideal customer service solutions quickly. 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. AI Streamlines Agent Training.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

HGS

FEBRUARY 1, 2017

Melissa’s research coverage includes customer experience management services, exploring ties with marketing operations and developing thought leadership around intelligent automation for contact center and vertically-specific customer engagement business processes. Wendy: Can you share the trends you’ve seen in customer service?

Self service 100

Self service Contact Center Journey mapping Virtual Agent 100

3CLogic

SEPTEMBER 28, 2022

The ServiceNow Healthcare platform gives control to the patients and improves their experience by offering digital self-service options for common requests and virtual agent experiences that further enhance the self-service options available to patients. Improved Patient Care Experiences.

contact center solutions 52

contact center solutions Cloud contact Healthcare Contact Center 52

DMG Consulting

MARCH 11, 2021

The Report examines the business, market and technology trends and challenges confronting contact centers in the wake of the COVID-19 pandemic. For agents working at home, the pandemic has also shifted their work/life balance in often unexpected ways.

Consulting 59

Consulting Consulting Marketing Management 59

Avaya

APRIL 10, 2019

She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. 2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools. 25% reduction in agent turnover. Today, 44.6%

Contact Center 71

Contact Center Analytics voip Virtual Agent 71

Creative Virtual

APRIL 13, 2021

Conversational AI is growing in popularity among businesses and their customers because of the positive self-service experience high-quality virtual agents and chatbots are delivering. However, organisations should never overlook the added benefits they gain by analysing the conversational data these tools can collect.

Virtual Agent 52

Virtual Agent Chatbots Customer centricity Self service 52

Avaya

JUNE 24, 2019

Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. These human-like automated bots can seamlessly interact with customers, assisting them with simpler inquiries while offloading agents until they are needed.

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

Creative Virtual

OCTOBER 24, 2019

Artificial intelligence (AI) and data analytics are two components of customer experience (CX) plans that have the potential to either create noteworthy improvements to customer engagement or undermine efforts to increase customer satisfaction and loyalty. By Chris Ezekiel, Founder & CEO.

Virtual Agent 40

Virtual Agent Chatbots Self service Consulting 40