DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech 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. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

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Consulting Consulting Analytics Marketing 48

Outsource Consultants

DECEMBER 21, 2023

For instance, leading BPOs now employ advanced AI-driven analytics to personalize customer interactions, a concept barely conceivable three years ago. By reducing so many back-office tasks, agents can focus their attention on personalized services that grow revenue, such as additional business lines and customer inquiries.

Call Center 67

Call Center Virtual Agent outsourcing Upselling 67

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center 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. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Contact Center Analytics 48

AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. Dustin Hubbard, Chief Technology Officer at WaFd Bank.

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Cloud contact Self service Contact Center Virtual Agent 68

Creative Virtual

SEPTEMBER 7, 2022

Conversational AI is a very hot and in-demand technology right now. Businesses collaborating with them benefit from their cutting-edge technology as well as their expert consultation, resulting in customised, integrated, and personalised solutions that deliver real business value.”. By Chris Ezekiel, Founder & CEO.

Virtual Agent 52

Virtual Agent Chatbots Benchmark Best practices 52

Creative Virtual

FEBRUARY 15, 2023

Titled Virtual Viewpoint , I use this column to share my thoughts on a variety of technology related topics as well as my recent experiences. My latest Virtual Viewpoint was about grocery shopping at the local Canary Wharf Waitrose, something I’ve done regularly – and without much fanfare – since the store opened over 20 years ago.

Virtual Agent 59

Virtual Agent Chatbots Consulting Consulting 59

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). Technology. Intelligent virtual agents (IVAs).

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Interactive Voice Response Virtual Agent Self service Contact Center 78

Creative Virtual

JANUARY 4, 2022

The most common personal resolutions are focused on being healthier – exercising more, eating better, improving fitness, losing weight, stopping smoking. I started my project with an inexperienced start-up that isn’t able to provide the technology updates and support I need from my conversational AI vendor.

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Virtual Agent Chatbots Coaching Consulting 52

DMG Consulting

OCTOBER 6, 2023

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. The post Generative AI for the Service World appeared first on DMG Consulting. and customer service organizations.

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Contact Center Call flow Enterprise Virtual Agent 59

DMG Consulting

NOVEMBER 3, 2020

Technology must adapt and transform, and nowhere is this more evident than in the workforce management (WFM) sector. Today’s new-gen WFM suites are striving to stay on pace with modern management trends, smart technology, expanding global business requirements and broadened market opportunities. Learn more at www.dmgconsult.com.

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Self service Gamification Contact Center Virtual Agent 87

DMG Consulting

MARCH 31, 2022

DMG estimates that more than 90 percent of the self-service solutions in use today are outdated and need a complete overhaul of their technology, functionality, and user experience. Many of these voice-based self-service solutions were built more than 10 or 15 years ago, when the technology was limited. & Solving the Problem.

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Self service Interactive Voice Response Virtual Agent Government 54

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

Creative Virtual

OCTOBER 26, 2021

This award recognises our London-headquartered company for our expertise in both developing conversational AI technology and delivering skilled consultation for implementing and maintaining solutions. Our upcoming Gluon release of V-Person is the next generation of our award-winning conversational AI. Machine comprehension.

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Virtual Agent Chatbots Engineering Consulting 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.”. Check out the full Age UK success story here.

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Virtual Agent Chatbots Government Banking 52

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. Practical applications of these technologies in contact centers include speech analytics, IVAs, robotics, and other capabilities.

Contact Center 48

Contact Center Self service Virtual Agent Analytics 48

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

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

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. Being innovative in this area requires more than just having cool technology, though.

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Self service Virtual Agent Chatbots Consulting 52

Taylor Reach Group

JULY 17, 2019

But there is no exaggeration when I declare robocalls are a nuisance that may very well destroy the future of virtual agents and digital messaging. And as the technology to combat robocalls improve, so will the spoofing and spamming equipment available used to produce them.

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Contact Center Virtual Agent Telemarketing voip 90

Creative Virtual

JULY 30, 2019

Telecommunications company Telstra was in the news when their virtual agent Codi, a joint project with IBM and LivePerson, was branded a ‘virtual moron-idiot’ by customers. We know intimately how well this technology can work for enterprises and don’t want them to continue to miss out on those benefits. we want to help.

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Chatbots Virtual Agent Telecommunications Enterprise 40

DMG Consulting

AUGUST 31, 2018

These and many other technological and social innovations have been enabled by mega trends 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.

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Contact Center Virtual Agent Healthcare Analytics 91

DMG Consulting

OCTOBER 4, 2017

Thank you for your interest in DMG Consulting’s publications. If a solution or investment also contributes to agent engagement and retention, it’s even better. There are three emerging contact center technologies that can deliver all of these benefits. Intelligent Virtual Agents (IVAs).

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Contact Center Virtual Agent Self service Chatbots 48

SmartAction

MAY 23, 2019

While conversational AI technology is amazing and transformative for the contact center, it is only a toolset. 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.

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Self service Virtual Agent Contact Center Engineering 40

Creative Virtual

NOVEMBER 10, 2020

Our partner Continuous Technologies (CTINT) was once again an event sponsor and graciously invited me to present on the Symposium theme of Future Fit. This event is always one of the highlights of the year for me, and I missed being in Hong Kong in person to take part in the great discussions and awards gala fun.

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Virtual Agent Chatbots Best practices Technology 52

Solvvy

OCTOBER 12, 2022

Here’s everything you need to know about these solutions, including how they work and the technology that allows them to deliver relevant and accurate information, simulate human conversations, and provide value to your operation. Introduction to Artificial Intelligence Chatbots. Are All Chatbots Artificial Intelligence Chatbots?

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Chatbots Customer Support Interactive Voice Response Self service 94

DMG Consulting

FEBRUARY 15, 2018

Given consumers’ changing attitudes toward self-service and the arrival of more accurate speech recognition, it’s the right time for companies to update their self-service strategies by upgrading their IVRs, and that means embracing intelligent virtual agents (IVAs). Strategic Direction for IVAs.

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Self service Interactive Voice Response Virtual Agent Analytics 54

Outsource Consultants

JANUARY 11, 2018

In a recent article , Shelby Faris takes in in-depth look at Interactive Voice Response (IVR) technology. With these challenges in mind, Faris suggests that the future of IVR lies within a hybrid of AI bot technology and live, human agents. Personalized interactions between customers and live agents.

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Interactive Voice Response outsourcing Virtual Agent Consulting 52

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. Decreased average handle time by 10 percent.

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contact center solutions Cloud contact Contact Center Virtual Agent 48

DMG Consulting

FEBRUARY 25, 2019

To be sure, speech analytics has leveraged core AI technologies—natural language processing (NLP), natural language understanding (NLU), neural networks—to varying degrees for years, so many speech analytics vendors are justifiably calling what they do a form of AI. But this is just the beginning. What’s Next.

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Analytics Quality management Enterprise Virtual Agent 48

Stafford Communications

SEPTEMBER 10, 2019

And as technology advances, AI continues to find new ways to integrate into call centers everywhere. It’s likely that within a few years we will see AI enhance many of the current tasks being performed by live agents, helping to streamline processes and reduce costs. Using AI to Help Live Agents. Call Routing. Quality Assurance.

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Call Center Interactive Voice Response outsourcing Virtual Agent 61

DMG Consulting

MARCH 1, 2019

Customers don’t care that you are not the right person to solve their problem, and while they dislike being put on hold, it’s typically less frustrating than being told that you have to transfer them. Donna Fluss is president of DMG Consulting. A customer wants to get a correct answer or an adjustment to her account quickly and easily.

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Customer Service Average Handle Time Virtual Agent Contact Center 72

Stafford Communications

SEPTEMBER 10, 2019

And as technology advances, AI continues to find new ways to integrate into call centers everywhere. It’s likely that within a few years we will see AI enhance many of the current tasks being performed by live agents, helping to streamline processes and reduce costs. Call Routing. Quality Assurance.

Call Center 52

Call Center Interactive Voice Response outsourcing Virtual Agent 52

DMG Consulting

SEPTEMBER 24, 2021

Intelligent self-service is becoming the preferred channel, placing pressure on companies to transition from outdated interactive voice response systems and websites to AI-based omnichannel intelligent virtual agents. The post The Transformational Value of Interaction Analytics appeared first on DMG Consulting.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

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. You can read the full article here.

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

Inbenta

APRIL 14, 2020

Nowadays, digital technology plays an increasingly important role in the lives of consumers. A virtual agent makes it possible to find, via a simple conversation, a multitude of information in an instantaneous way. A chatbot as a sales consultant. What better way to do this than with an AI chatbot?

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Chatbots Virtual Agent Abandon rate Best practices 59

DMG Consulting

JANUARY 4, 2019

For customers and, increasingly, employees, IVAs can automate routine tasks and can process and personalize the handling of interactions in most self-service channels. The challenge is that these IVRs only work in one way, and what works for one person will not necessarily satisfy another. Revolutionizing IVRs. Final Thoughts .

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Self service Interactive Voice Response Best practices Consulting 69

Call Experts

MAY 8, 2019

As technology advances and improves, experienced business experts are discovering that AI is the best tool for transforming the Digital Customer Experience. Chatbots or virtual agents can address a wide range of features and questions to provide relevant analysis and efficient protocol. 39% rise in digital sales.

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Customer Experience outsourcing Call Center Virtual Agent 65