DMG Consulting

JUNE 1, 2022

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. Essential and impactful tools in the AI-based service revolution. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . About DMG Consulting LLC.

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Self service Consulting Consulting Enterprise 48

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 62

Consulting Consulting Contact Center Gamification 62

DMG Consulting

JUNE 30, 2021

DMG Consulting Releases 2021-2022 Robotic Process Automation Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC. MEDIA ALERT.

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Consulting Consulting Marketing Contact Center 59

DMG Consulting

JUNE 8, 2021

DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report. Who : DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . Where : Available at the DMG Consulting online store. When : Today, 3 June 2021. Background : .

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Consulting Consulting Analytics Marketing 59

DMG Consulting

APRIL 13, 2022

DMG Consulting Releases 2022 – 2023 Workforce Management for the Enterprise Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . Where: Available at the DMG Consulting online store. said Donna Fluss, President of DMG Consulting LLC. “In

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Consulting Consulting Enterprise Management 48

DMG Consulting

FEBRUARY 14, 2022

DMG Consulting Releases New Report on The State of Artificial Intelligence in Contact Centers. Driving a new era in the servicing sector. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. Where: Available at the DMG Consulting online store.

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Consulting Consulting Contact Center Virtual Agent 48

DMG Consulting

OCTOBER 13, 2021

DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

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Consulting Consulting Contact Center Marketing 48

Creative Virtual

OCTOBER 9, 2020

By Katrin Zieren, Business Development Consultant. The communication habits of your customers have changed and are changing yet. Or – wow, this is amazing – they are using their mobile phone to call your service centre. What’s the impact on your customer service? It’s not complicated.

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Interactive Voice Response Customer Service Virtual Agent Transportation 59

DMG Consulting

FEBRUARY 11, 2021

DMG Consulting Releases New Report on Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. Where: Available at the DMG Consulting online store. Background: .

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Consulting Consulting Contact Center Virtual Agent 48

AWS Machine Learning

FEBRUARY 6, 2023

To support WaFd’s vision, Talkdesk has extended its self-service virtual agent voice and chat capabilities with an integration with Amazon Lex and Amazon Polly. Amazon Lex delivers fast responses to customers’ most common questions and seamlessly hands over complex cases to a human agent.

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Cloud contact Self service Contact Center Virtual Agent 68

DMG Consulting

MARCH 1, 2019

Customer Service Is Everyone’s Responsibility. Customer service must be an essential element of the culture of every company, and all relevant departments must be part of the overall workflow. The cost of customer service is increasing and needs to be reduced. Donna Fluss is president of DMG Consulting.

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Customer Service Average Handle Time Virtual Agent Contact Center 72

GetFeedback

APRIL 17, 2019

To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support. And they don’t always.

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Customer Service CRM Self service Gamification 102

DMG Consulting

AUGUST 16, 2022

What’s more, consumers believe they have the right to interact with an organization in multiple channels and, when appropriate, to pivot between channels, such as when an intelligent virtual agent (IVA) needs to send information to a consumer’s cell phone via SMS during a phone conversation. Like what you’re reading?

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Self service Interactive Voice Response Virtual Agent Contact Center 48

DMG Consulting

OCTOBER 6, 2023

Generative AI is ideal for service organizations due to its ability to create content in response to inquiries. Contact center and customer service technology vendors are applying generative AI to enhance their solutions, speed up implementation, and improve the accuracy of their findings. and customer service organizations.

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Contact Center Call flow Enterprise Virtual Agent 59

Creative Virtual

JANUARY 4, 2022

The good news is that none of these common issues are dealbreakers that mean you must scrap your current virtual agent or chatbot project and start over. Your first step should be to download the new ebook Conversational AI Issues & Solutions: Transforming Ineffective Chatbot & Virtual Agent Projects.

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Virtual Agent Chatbots Coaching Consulting 52

Creative Virtual

FEBRUARY 15, 2023

While Creative Virtual’s V-Person solutions successfully automate digital customer service, forcing all customers to only self-serve with a virtual agent is never a good CX decision. This is just one reason why it’s key to consult with experts on your CX strategy.

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Virtual Agent Chatbots Consulting Consulting 59

DMG Consulting

FEBRUARY 1, 2022

Intelligent Virtual Agents and Virtual Assistants. While there are many names for AI-enabled self-service solutions, intelligent virtual agent (IVA) is the most commonly used term for the customer-facing concierge type.

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Self service Virtual Agent Scripts Contact Center 59

Creative Virtual

DECEMBER 7, 2021

They also discussed the findings of ISG’s research and current successful virtual agent implementations. Here’s a recording of their full discussion: When ISG held their awards ceremony in October, Chris and Liam Ryan, Sales Director, were able to accept Creative Virtual’s trophy in person from Jan Erik.

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Virtual Agent Chatbots Enterprise Education 52

DMG Consulting

JANUARY 7, 2022

IVAs: Using AI to Serve Customers and Contact Centers. 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.

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Contact Center Self service Virtual Agent Analytics 48

DMG Consulting

JANUARY 3, 2020

It’s 2030, and one of your agents is making mistakes. But because it is a robot that’s malfunctioning, you don’t need to give it a warning; you do need to get it fixed rapidly, as it’s hurting your customer service performance. WHAT YOUR WORKFORCE WILL LOOK LIKE. The contact center workforce has already started to change.

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contact center workforce Contact Center Virtual Agent Enterprise 96

Creative Virtual

JUNE 22, 2020

Today I’m proud to be sharing Creative Virtual’s introduction of the Neutrino release of V-Person , our innovative virtual agent and chatbot technology. When I first founded Creative Virtual in late 2003, chatbot and virtual agent technology was still very new in the customer service space.

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Personalization Virtual Agent Chatbots Employee engagement 52

Creative Virtual

DECEMBER 10, 2020

I don’t need to tell you that not everything went as planned, but there were still some bright spots for us and the chatbot, virtual agent and live chat industry. Creative Virtual started 2020 celebrating the company’s Sweet Sixteen. 2020 was a record-breaking year for use of our virtual agent and chatbot implementations.

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Virtual Agent Chatbots Technology Personalization 52

Creative Virtual

DECEMBER 8, 2022

“Creative Virtual is the clear Innovation Excellence Leader in a crowded and competitive conversational AI industry. Businesses collaborating with them benefit from their expert consultation, resulting in customised, integrated, and personalised solutions that deliver real business value.”.

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Virtual Agent Chatbots Government Banking 52

CSM Magazine

JANUARY 27, 2021

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. View the DMG 2020-2021 Workforce Optimization Product and Market Report here.

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Consulting Consulting At home agents Virtual Agent 59

SmartAction

MAY 23, 2019

Conversational AI self-service technology requires a CX team across seven functional disciplines. Those functional areas are: CX Consultant – maps the business need to a business case for conversational AI. CX Consultant. To do this, Solutions Consultants spend their time digging into data – both quantitative and qualitative.

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Self service Virtual Agent Contact Center Engineering 40

Creative Virtual

JANUARY 12, 2021

We are even prouder to know that our dedication to innovation is enabling us to provide both the conversational AI technologies and the expert consultation and managed services needed to create quality self-service experiences. Most companies use chatbots as a way to manage customer support.

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Self service Virtual Agent Chatbots Consulting 52

Call Design

AUGUST 9, 2021

This has shown that humans and virtual agents can operate as co-workers helping to make the agents’ job more interesting. How Automation Of The Contact Centre Works: Automation within a contact centre can increase efficiency at the front-end and back-end, allowing managers and agents to make more informed decisions.

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Interactive Voice Response Chatbots Coaching Virtual Agent 78

DMG Consulting

JULY 8, 2022

DMG estimates that 50% of the activities performed by a customer service agent while handling a call can be automated. Another way of saying this is that the average handle time (AHT) of customer service calls in most contact centers can be cut in half, with the right technology. The issue is rather simple.

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Contact Center Average Handle Time Virtual Agent Healthcare 54

UJET

DECEMBER 2, 2020

This is a guest post by Donna Fluss, the president of DMG Consulting LLC. Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago.

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Contact Center Interactive Voice Response Self service Virtual Agent 72

Creative Virtual

JANUARY 17, 2023

Chatbots and conversational AI have been gaining acceptance as essential pieces of successful customer service and employee support strategies. They have an established history of delivering successful virtual agent and chatbot solutions. By Chris Ezekiel, Founder & CEO.

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Chatbots Self service Virtual Agent CRM 52

DMG Consulting

AUGUST 2, 2017

Thank you for your interest in DMG Consulting’s publications. The Omni-Channel Agent Experience. Contact center agents, and other company employees, must be able to deliver a consistent, personalized customer experience across all channels, and provide timely resolution, ideally in the first contact. 7/27/2017.

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Interactive Voice Response Contact Center CRM Virtual Agent 96

DMG Consulting

FEBRUARY 15, 2018

IVAs Can Remake the Self-Service Landscape. A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. By Donna Fluss. View this document on the publisher’s website.

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Self service Interactive Voice Response Virtual Agent Analytics 54

DMG Consulting

MARCH 8, 2019

Incoming transactions in any channel can be evaluated and directed to the agent or advisor ideally suited to handle the issue. The result is higher sales rates, larger collections and greatly improved customer service. IVAs can automatically verify callers and allow customers to ask questions in their own words.

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Contact Center Marketing SaaS Virtual Agent 72

Creative Virtual

SEPTEMBER 17, 2019

It’s hard to find anyone involved with the chatbot and virtual agent industry who hasn’t heard the cautionary tale of Microsoft’s AI chatbot Tay. The industry suddenly became saturated with both false promises about the capabilities of the technology and a plethora of new start-ups claiming to have AI-powered customer service bots.

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Chatbots Virtual Agent Enterprise Self service 40

Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. We continued our five-year-long celebration of our Queen’s Awards for Enterprise: Innovation 2017 as we also celebrated the 15th anniversary of Creative Virtual. What are You Doing to Deal with Stress? –

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Virtual Agent Chatbots Best practices Benchmark 40

NICE inContact

SEPTEMBER 11, 2018

NICE inContact recently commissioned a study by Forrester Consulting —the Total Economic Impact of NICE inContact CXone—to quantify the financial benefits and strategic value of migrating from on-premises contact center technology to its cloud customer experience platform, CXone. Unify to Deliver Immersive Customer Experiences.

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contact center solutions Cloud contact Contact Center Virtual Agent 48

Creative Virtual

NOVEMBER 10, 2020

In 2020 there is an increased focus on automated technologies, such as chatbots and virtual agents, as companies face new customer service and experience challenges and customers alter the ways they engage with businesses.

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Virtual Agent Chatbots Best practices Technology 52