***MEDIA ALERT***
DMG Consulting Releases 2023 – 2024 Real-Time Guidance Product and Market Report
Emerging solutions shift the service paradigm from reactive to proactive
Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services
What: Releases 2023 – 2024 Real-Time Guidance Product and Market Report
When: Today, 30 August 2023
Where: Available at the DMG Consulting online store
Background:
DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services, today released the 2023 – 2024 Real-Time Guidance Product and Market Report. The Report analyzes the emerging real-time guidance (RTG) market, vendors, and products and explores the increasing importance, value, and benefits of RTG and its ability to enhance the customer and employee experience (CX and EX).
It has taken close to 20 years, but the convergence of the processing power of the cloud, interaction analytics (IA), artificial intelligence (AI) technologies, and a shift in what agents are empowered to do for customers is finally making the concept of real-time contact centers a reality. Real-time guidance applications utilize IA and AI technologies, including generative AI, to structure, analyze, and understand live conversations as they occur. Insights from this analysis are combined with contextual information about the interaction and used to deliver the content, procedures, knowledge articles, scripts, and guidance to assist agents in real-time and drive positive outcomes.
Real-time guidance solutions are transforming the CX and EX by empowering employees with in-the-moment guidance. From presenting the best recommendations for handling objections to close a sale to supplying procedures to resolve customer inquiries or identifying approaches to increase collections, RTG solutions have countless possibilities. Especially beneficial for new hires and supporting work-at-home/hybrid staffing models, RTG expedites the agent ramp-up process by providing an “always available” coaching/ training resource. Productivity increases when agents have on-the-fly access to the right information to handle customer interactions, reducing holds, transfers and average handle time.
“The rapid growth and trajectory of this sector is being fueled by the digital transformation and AI revolution,” says Donna Fluss, President of DMG Consulting LLC. “Vendors from many disciplines, including new startups, workforce engagement management (WEM), customer relationship management (CRM), contact center as a service (CCaaS), and verticalized specialists, are offering these capabilities now that enterprises see what they can do for their customers, agents, and bottom line.”
DMG Consulting LLC’s Real-Time Guidance Product and Market Report analyzes the emerging RTG market, competitive landscape, products, and upcoming innovations, as well as market, business, and technology trends and challenges for this essential application. It explores product pricing and offers implementation best practices to help users realize a rapid and strong return on their investment. The Report also reviews the analytics-enabled quality management (AQM) and integrated coaching capabilities that are included or offered by the 8 featured RTG solution providers: Balto, CallMiner, Cresta, NICE, OnviSource, Sestek, Verint and Xdroid.
To order your copy of the Report, visit dmgconsult.com To learn more about the 2023 -2024 Real-Time Guidance Product and Market Report, visit dmgconsult.com, or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098.
About DMG Consulting LLC
DMG Consulting LLC provides expert guidance, industry reports and primary research that influence the critical decisions made by businesses, technology providers and investors in the dynamic and rapidly transforming contact center and back-office markets. Driving the strategic direction of the customer experience (CX) is at the core of DMG’s extensive consultation and collaboration with executives, leaders and industry innovators. DMG’s methodologies and in-depth understanding of people, process and technology create outstanding business outcomes and position organizations to deliver the next generation of customer and contact center experiences in an AI-driven digital world. Learn more at dmgconsult.com.
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