DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

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. They haven’t changed their minds about the hundreds of poorly designed interactive voice response (IVR) systems—far from it.

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

DMG Consulting

JANUARY 4, 2019

IVA Is the Future of Voice Self-Service. For customers and, increasingly, employees, IVAs can automate routine tasks and can process and personalize the handling of interactions in most self-service channels. Revolutionizing IVRs. By Donna Fluss. View this document on the publisher’s website.

Self service 69

Self service Interactive Voice Response Best practices Consulting 69

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Digital-first servicing drives improved CX and brand engagement. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 62

Consulting Consulting Marketing Customer Service 62

Outsource Consultants

JANUARY 11, 2018

In a recent article , Shelby Faris takes in in-depth look at Interactive Voice Response (IVR) technology. She acknowledges that though IVR is a vital component of many companies’ customer service, it’s not without its faults. 4 Ways Companies Benefit from Using IVR Services.

Interactive Voice Response 52

Interactive Voice Response outsourcing Virtual Agent Consulting 52

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.

Contact Center 72

Contact Center Interactive Voice Response Self service Virtual Agent 72

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report.

Consulting 62

Consulting Consulting Analytics Marketing 62

DMG Consulting

AUGUST 10, 2018

Recent advancements in artificial intelligence (AI) technology coupled with consumer preference for digital channels, is driving interest in and adoption of intelligent virtual agents (IVAs) and a related technology, robotic process automation (RPA). The acquired knowledge is assimilated and leveraged in future interactions.

Interactive Voice Response 78

Interactive Voice Response Virtual Agent Self service Contact Center 78

DMG Consulting

MARCH 11, 2022

On an annual basis, in the November/December time frame, DMG Consulting (DMG) conducts a worldwide survey of contact center and enterprise executives and managers to identify their top operational and technology investment priorities for the coming year. 2022: The Year Dedicated to Improving the Customer Experience. of survey participants.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

Creative Virtual

OCTOBER 9, 2020

By Katrin Zieren, Business Development Consultant. They are increasingly using voice for entries rather than typing. Just consider voice as part of your strategy when you want to offer self-service, whether if it is for your clients or your team. It’s not complicated.

Interactive Voice Response 59

Interactive Voice Response Customer Service Virtual Agent Transportation 59

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.

Contact Center 56

Contact Center Interactive Voice Response Self service Virtual Agent 56

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. 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 48

Consulting Consulting Marketing Management 48

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.

Interactive Voice Response 96

Interactive Voice Response Contact Center CRM Virtual Agent 96

DMG Consulting

JANUARY 7, 2022

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. IVAs are the future of omnichannel self-service and for helping employees, not just contact center agents, perform their jobs.

Contact Center 48

Contact Center Self service Virtual Agent Analytics 48

DMG Consulting

JANUARY 29, 2021

The second-ranked response was to improve customer-facing self-service capabilities, as reflected by 44.7% Improving productivity came in third with 36% of the responses, and reducing operating costs came in fourth, as reflected by 34.2% of respondents. of respondents. of respondents. Learn more at www.dmgconsult.com.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

DMG Consulting

DECEMBER 7, 2017

Thank you for your interest in DMG Consulting’s publications. The driver behind the AI revolution is the need for productivity and quality improvements, which are important for all enterprise applications and essential for people-intensive front- and back-office service organizations. Please complete the registration form below.

Interactive Voice Response 48

Interactive Voice Response Virtual Agent Scripts Enterprise 48

DMG Consulting

MARCH 10, 2023

Intelligent virtual assistants. IVAs use conversational artificial intelligence to improve the customer self-service experience and increase the number of inquiries and interactions that can be fully or partially automated in both voice and digital channels.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

Solvvy

OCTOBER 12, 2022

24/7 service: Unlike employees, chatbots are available around the clock every day, all year long. When you deploy a chatbot, you can offer customer service after regular business hours – anytime that’s convenient for your customers. . Moreover, a study by SOTI found that 73% of customers prefer self-service. .

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94

DMG Consulting

JANUARY 3, 2020

Intelligent virtual agents (IVAs) and attended robot process automation (RPA, also known as robots) are being used to enhance productivity and service quality. IVAs are replacing IVRs and other enterprise self-service solutions and are increasing the volume of fully automated interactions.

contact center workforce 96

contact center workforce Contact Center Virtual Agent Enterprise 96

DMG Consulting

SEPTEMBER 24, 2021

Companies need to be able to conduct business in an increasingly virtual and digital environment, as this is what their customers expect. Organizations that want to keep abreast of customer and employee issues and opportunities and be positioned to be responsive and agile need interaction analytics.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

DMG Consulting

OCTOBER 4, 2017

Thank you for your interest in DMG Consulting’s publications. In any case, these three applications can make major contributions to enterprises, customers, and agents, and should be considered by all contact centers as they begin to plan their 2018 budgets. Intelligent Virtual Agents (IVAs). Monthly DMG Newsletter.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

DMG Consulting

SEPTEMBER 12, 2017

The driver behind the AI revolution is the need for productivity and quality improvements, which are important for all enterprise applications and essential for people-intensive front- and back-office service organizations. Learn more at www.dmgconsult.com. Subscribe to the Free DMG Newsletter.

Interactive Voice Response 48

Interactive Voice Response Scripts Enterprise Contact Center 48

DMG Consulting

APRIL 13, 2022

Companies need to be able to conduct business in an increasingly virtual and digital environment, as this is what their customers expect. Organizations that want to keep abreast of customer and employee issues and opportunities and be positioned to be responsive and agile need interaction analytics.

Analytics 48

Analytics Enterprise Contact Center Quality management 48

DMG Consulting

MARCH 30, 2021

It’s time for companies to give customers what they want, which is artificial intelligence-enabled omnichannel self-service solutions, as these have become consumers’ preferred method of conducting business. 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

APRIL 16, 2019

Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. who interact with them. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

DMG Consulting

SEPTEMBER 20, 2021

It’s bizarre that it took a highly contagious virus to drive so much innovation in the world of service, but this is one of the positive outcomes of this challenging situation. The pandemic has also accelerated the attitudinal shift of consumers toward self-service and digital channels as their preferred modes for service.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

DMG Consulting

FEBRUARY 7, 2023

It means that customers who were verified in a self-service solution must be “re-verified” if they transfer to a live agent. Or if a customer is transferred from one agent who verified them, they must go through the verification process again when they speak to a second agent.

Contact Center 48

Contact Center Interactive Voice Response Self service Virtual Agent 48

DMG Consulting

JULY 16, 2019

CJA solutions include big-data capabilities that capture, measure, analyze and evaluate the quality and outcome of the customer (or prospect) experience for all customer-facing self-service and agent-assisted interactions, channels and activities. on customer behavior.

Journey mapping 67

Journey mapping Analytics Interactive Voice Response Social media contact 67

JustCall

JANUARY 31, 2023

Call queues – Route calls to the right agent using IVR, skills-based routing, and caller information to ensure customers reach the right agent and are not kept waiting. Monitor, whisper, or barge – Monitor live agent calls and provide help through whispers or by joining the call in real-time. .”

voip 52

voip Enterprise Interactive Voice Response CRM 52