DMG Consulting

FEBRUARY 5, 2020

As it’s difficult to get enterprise executives and managers to participate in any kind of a survey, this year we decided to ask only 3 questions. IVA, bots, RPA, AQM, self-service, WFM, etc.) 2020 is looking to be an outstanding year for contact center investments. Do you plan to implement any automation solutions (e.g.,

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

DMG Consulting

OCTOBER 6, 2023

In addition, some enterprises are beginning to create proprietary LLMs, enabling them to have complete control of the data leveraged by generative AI technologies used in their organizations. and customer service organizations. The post Generative AI for the Service World appeared first on DMG Consulting.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

DMG Consulting

MARCH 30, 2021

The digital transformation of enterprises and their contact centers was greatly accelerated as companies quickly made modifications to accommodate a rapidly changing economic environment and social distancing requirements. The post Contact Centers’ Digital Transformation Has Only Begun appeared first on DMG Consulting.

Contact Center 79

Contact Center Real estate Self service Enterprise 79

DMG Consulting

SEPTEMBER 24, 2021

This analytics application helped enterprise and contact center executives navigate uncharted territory by giving them information and insights to keep them apprised of the state of their customers and employees. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

DMG Consulting

JANUARY 10, 2022

The service world is also undergoing major innovation in the form of intelligent self-service solutions that customers find compelling and engaging and that are increasingly preferred over live agents to handle all but their most complex requests. Source: DMG Consulting, December 2021. Technology Takes a Leading Role.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

DMG Consulting

JUNE 9, 2023

An influential driver of this sector’s growth is the expanding footprint of these platforms, which increasingly include many workforce engagement management (WEM) applications and intelligent virtual agent (IVA) self-service capabilities. The post CCaaS Market Drivers and Inhibitors appeared first on DMG Consulting.

Marketing 48

Marketing Contact Center Virtual Agent Enterprise 48

DMG Consulting

MARCH 10, 2023

As enterprises tighten budgets due to the troubled economy, contact center leaders are under greater pressure to improve productivity while enhancing the customer experience (CX). Analytics-enabled quality management (AQM) (a.k.a. automated quality management). Intelligent virtual assistants.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

DMG Consulting

JANUARY 29, 2021

This is exactly what DMG asked enterprise, IT and contact centers leaders from around the world in our annual contact center goals and priority survey, conducted in November and December 2020. The second-ranked response was to improve customer-facing self-service capabilities, as reflected by 44.7% of respondents.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

DMG Consulting

MAY 26, 2020

When it comes to contact center WFO applications, the vast majority of enterprises are still purchasing premise-based solutions, although a growing percentage of new sales are for cloud offerings, a trend that has picked up momentum due to the pandemic. Sales of WFO solutions outside of North America are also increasing.

Analytics 96

Analytics Contact Center APIs Consulting 96

DMG Consulting

APRIL 13, 2022

This analytics application helped enterprise and contact center executives navigate uncharted territory by giving them information and insights to keep them apprised of the state of their customers and employees. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times.

Analytics 48

Analytics Enterprise Contact Center Quality management 48

DMG Consulting

FEBRUARY 25, 2019

Service, quality management, and the customer journey will all see big gains. The main obstacle to progress for traditional quality management (QM) is that few companies can afford the resources to properly staff a traditional QM function. Speech Analytics and AI Is a Winning Combination. By Donna Fluss.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

DMG Consulting

SEPTEMBER 20, 2021

Enterprises need to review and update their digital transformation strategies and plans to incorporate new approaches driven by the pandemic. These include modifications to fundamental business activities—how products and services are distributed, and how and by whom customer service is delivered.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

DMG Consulting

SEPTEMBER 17, 2021

These operations and technology leaders expect their CCaaS vendor to function as their general contractor and make available most of the applications that they need to manage their contact centers, including WFO capabilities. The pandemic, together with the ongoing digital transformation, is yielding many positive changes in contact centers.

Contact Center 48

Contact Center Enterprise Self service Technology 48

Call Design

AUGUST 20, 2019

“The magnitude of this change will allow for Call Design to continue its aggressive growth in the region and continually support Aspect Software in selling its best-of-breed solutions to contact centres across omnichannel interaction management and world-class workforce optimisation solutions.”. “As About Aspect.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

AUGUST 20, 2019

“The magnitude of this change will allow for Call Design to continue its aggressive growth in the region and continually support Aspect Software in selling its best-of-breed solutions to contact centres across omnichannel interaction management and world-class workforce optimisation solutions.”. “As About Aspect.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Serenova

MARCH 10, 2020

Through our merger with Lifesize, we’ll do this as the first CCaaS provider to offer a natively integrated, enterprise-grade cloud contact center solution with high-definition video. There’s no question AI-powered chatbots and self service are important—and they’re here to stay. Mobile video for enhanced technical support.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Verint

MARCH 6, 2018

Your Enterprise AI is Only as Good as Your Data”. March 6; San Jose, California Joe Dumoulin, CTIO at Verint Next IT, will present “Your Enterprise AI is Only as Good as Your Data” at 3:30 p.m. Automated Quality Programs—Making Every Agent Your Best Agent”. Strata Data Conference. Customer Response Summit. ePharma Conference.

Quality management 35

Quality management Coaching Self service Enterprise 35

DMG Consulting

APRIL 16, 2019

Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. Enterprises increasingly recognize the need to listen to customers and prospects across voice and digital channels to obtain a comprehensive view of their experiences. who interact with them. ANALYTICS RECEIVES AN ENCORE.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Talkdesk

NOVEMBER 25, 2020

This includes IVR, omnichannel, self-service and outbound. This includes fully integrated agent desktop, mobile agent, workforce management, quality management and call recording. Workforce engagement applications to ensure teams are engaged, empowered and productive.

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Self service 101