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

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

Lumoa

JUNE 23, 2021

Here, we will look at the trends that look set to shape the future of CCaaS in the coming years. These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots. The post CCaaS Trends: The Evolution of Cloud Contact Centres appeared first on Lumoa.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

DMG Consulting

FEBRUARY 25, 2019

Speech Analytics and AI Is a Winning Combination. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. Vendors in most IT sectors claim to provide AI-enabled solutions, and the speech analytics providers are no exception. By Donna Fluss.

Analytics 48

Analytics Quality management Enterprise Engineering 48

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. 360-degree view of your customer.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. 360-degree view of your customer.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

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

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

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

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

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

OCTOBER 9, 2018

With big data and advanced analytics readily available, companies can provide Millennials with the acknowledgement they demand. AI-powered virtual agents. Pay attention. Responsibly use information gleaned from previous purchases, social media interactions and other behaviors to target customers with a personalized experience.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

SmartAction

JULY 14, 2021

That savings came with adding no live agents. Aarde Cosseboom, Senior Director of GMS Technology, Analytics, and Product at TechStyle, saw the value in a partnership with a company dominating the conversational AI space early on in his role.

Virtual Agent 57

Virtual Agent Analytics Contact Center Call Center 57

Connect

DECEMBER 11, 2023

Technology-enabled transformation is a growing trend as operators look to access the latest technologies shaping the contact centre of the future , with artificial intelligence (AI) a key strategic focus. By Martin Cross , Chief Strategy Officer at Connect.

Technology 97

Technology Average Handle Time Cloud contact First call resolution 97

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

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

TechSee

OCTOBER 23, 2018

Location-based personalization: Home Depot uses AI to offer localized design trends and products based on shoppers’ locations. According to Chatbots Magazine , businesses can reduce customer service costs by as much as 30% with virtual agents and chatbots. Customer Analytics.

Personalization 157

Personalization Customer Service Chatbots Analytics 157

DMG Consulting

JUNE 1, 2022

The Report provides an in-depth analysis of the capabilities and versatility of AI-based intelligent virtual agents (IVAs) and virtual assistants (VAs) and their contributions to enterprises, agents and other employees, and to customers.

Self service 48

Self service Consulting Consulting Enterprise 48

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. in a dataset. (A

Contact Center 48

Contact Center Self service Virtual Agent 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 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

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

APRIL 15, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The Report explores the impact of trends such as the digital transformation, the gig economy, artificial intelligence (AI) enablement, automation and the hybrid workforce on the WFM market.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

JUNE 11, 2019

This means that the solution must utilize at least one of three pillars of AI for the contact center: natural language understanding/generation/processing (NLU/NLG/NLP), machine learning and real-time analytics. Real-Time Analytics. Another pillar of AI is real-time analytics. Machine Learning. in a data set. (A

Contact Center 67

Contact Center Analytics Virtual Agent contact center solutions 67

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. It analyzes vendors, products, functional capabilities, pricing, as well as market, business and servicing trends and challenges. When: Today, 30 September 2020. About DMG Consulting LLC.

Consulting 62

Consulting Consulting Marketing Customer Service 62

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

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

CSM Magazine

JANUARY 27, 2021

DMG, a leading independent contact centre research and consulting firm, annually conducts reports on the workforce optimisation (WFO) industry, including market trends and challenges, predictions and vendor market share, as well as an extensive customer satisfaction survey to measure end-user experience with vendors and their products.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

DMG Consulting

APRIL 13, 2022

The Report examines the business, market and technology trends and challenges confronting contact centers in the midst of the Great Resignation. The increased activity in the market attracted new vendors, and the WFM market is now growing nicely, a trend that DMG expects to continue as long as the vendors keep delivering promised innovations.

Consulting 48

Consulting Consulting Enterprise Management 48

DMG Consulting

AUGUST 31, 2018

These and many other technological and social innovations have been enabled by mega trends 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.

Contact Center 91

Contact Center Virtual Agent Healthcare Analytics 91

Avaya

APRIL 10, 2019

2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools. of organizations are using or planning to use AI for customer interactions or analytics. IT and business leaders rate Artificial Intelligence (AI) as the No. In fact, those transformations already have begun. Today, 44.6%

Contact Center 71

Contact Center Analytics voip Virtual Agent 71

DMG Consulting

OCTOBER 13, 2020

Three years ago, few companies had heard of intelligent virtual agents (IVAs), and fewer were willing to invest in them. IVA Trends for 2020. DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in unified communications, contact centers, back-office and real-time analytics.

Self service 87

Self service Virtual Agent Consulting Consulting 87

DMG Consulting

MARCH 9, 2020

Artificial intelligence, machine learning and predictive analytics ushering in a new era of servicing. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report.

Consulting 48

Consulting Consulting Marketing Contact Center 48

The Northridge Group

SEPTEMBER 27, 2017

Besides Chatbots and Virtual Assistants, which operate on a more obvious human interaction level, AI in the contact center is gaining momentum in other ways including the routing, prioritization, and handling of calls. Chatbots, Virtual Agents, and dynamic routing are examples of how AI can help during customer interactions.

Contact Center 124

Contact Center Calibration Analytics Chatbots 124

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

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 scheduling and time-off management features come with automated dispositioning of agent requests based on client-defined availability and rules.

Self service 87

Self service Gamification Contact Center Virtual Agent 87

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

DMG Consulting

DECEMBER 10, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. When: Today, 12 November 2019.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48