DMG Consulting

AUGUST 17, 2017

Advancements in artificial intelligence (AI), machine learning, Big Data analytics, and mobility are all driving contact center innovation. Bots and the more advanced intelligent virtual agents (IVAs), enabled by AI and machine learning, are rightfully attracting a great deal of attention. Gamification.

Contact Center 69

Contact Center Technology Big data Gamification 69

DMG Consulting

MARCH 9, 2020

They are investing in AI, robotic process automation (RPA), big data, knowledge management (KM) and digital-first solutions, as well as cloud servicing initiatives. Companies have begun the process of digital transformation, building omni-channel service environments and implementing robotics to automate redundant and manual tasks.

Consulting 48

Consulting Consulting Marketing Contact Center 48

DMG Consulting

APRIL 16, 2019

These innovations have come hand in hand with megatrends 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 48

Contact Center Interactive Voice Response Analytics Self service 48