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These 8 Technologies Are Transforming the Contact Center

DMG Consulting

Advancements in artificial intelligence (AI), machine learning, Big Data analytics, and mobility are all driving contact center innovation. Cloud-based contact center infrastructure (ACDs and dialers). Gamification. The cloud has changed the dynamics of this formerly static and dated market. Speech analytics.

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Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. By Donna Fluss. View this document on the publisher’s website.