DMG Consulting

NOVEMBER 8, 2023

What goals can AI help them achieve: Enhancing self-service? Which AI technologies should be used? Interaction analytics technology has been in the commercial market for more than 20 years and AQM for more than 12 of them. Decision-makers are considering many factors, including: Is it safe to use AI?

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DMG Consulting

FEBRUARY 5, 2020

IVA, bots, RPA, AQM, self-service, WFM, etc.) The findings for the three questions were extremely positive and reflect the very upbeat attitude of enterprise executive and contact center leaders toward new technology investments. Figure 1: Contact Center Technology Investment Priorities for 2020. See Figure 1. .

Omni-channel support 87

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

DMG Consulting

JANUARY 10, 2022

It’s time for contact center management and business practices to transition and align with the requirements of the general working population who expect fair treatment, recognition, and compensation. Figure 1: Workforce Optimization/Workforce Engagement Management Suite. Source: DMG Consulting, December 2021.

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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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DMG Consulting

NOVEMBER 30, 2023

Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics. One of the latest AI technologies is GPT-4, the fourth generation of OpenAI’s language prediction model. Analytics-enabled quality management.

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Average Handle Time Contact Center Analytics Coaching 48

DMG Consulting

JUNE 9, 2023

increase in seats in the 12 months between December 2021 and December 2022, the CCaaS market remains one of the fastest-growing sectors in the contact center technology market, a trend DMG expects to continue for the next few years. Both traditional and generative artificial intelligence (AI) technologies are influencing CCaaS adoption.

Marketing 48

Marketing Contact Center Virtual Agent Enterprise 48

DMG Consulting

AUGUST 16, 2022

Predictive analytics is a flexible AI-based technology that is being leveraged by a growing number of contact center solutions (e.g., intelligent virtual agents (IVAs), workforce management (WFM), analytics-enabled quality management (AQM), predictive behavioral routing, knowledge management, interaction analytics, and more).

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DMG Consulting

MARCH 10, 2023

Analytics-enabled quality management (AQM) (a.k.a. automated quality management). This application can fully or partially automate the quality management process and allow companies to evaluate up to 100 percent of interactions cost-effectively. Intelligent virtual assistants.

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Contact Center Interactive Voice Response Gamification 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.

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Contact Center Real estate Self service Enterprise 79

DMG Consulting

JANUARY 29, 2021

What are your top technology priorities for 2021? After the pandemic is over, are you going to have some/all contact center/customer service employees work from home? The second-ranked response was to improve customer-facing self-service capabilities, as reflected by 44.7% The three questions were: . of respondents.

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Contact Center Interactive Voice Response Self service Analytics 62

DMG Consulting

FEBRUARY 25, 2019

Service, quality management, and the customer journey will all see big gains. These applications are being pushed to the next level by more advanced AI-enabled technologies, like supervised, semi-supervised, and unsupervised machine learning and predictive analytics. Speech Analytics and AI Is a Winning Combination.

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Analytics Quality management Enterprise Virtual Agent 48

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.

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Analytics Enterprise Contact Center Quality management 77

DMG Consulting

SEPTEMBER 20, 2021

The playbook for the “new normal” will likely follow three major trends: the migration to the cloud, digital transformation, and the adoption of smart technologies (artificial intelligence and automation). The pandemic proved that contact center employees—agents, supervisors, managers, quality management specialists.

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Contact Center Real estate Self service Enterprise 48

Call Design

AUGUST 20, 2019

International workforce optimisation solutions company, Call Design, has achieved premier partner status with technology giant, Aspect Software’s workforce management solutions in the Australian market following a company-wide restructure. We are thrilled to have worked with Aspect Software for two decades.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

AUGUST 20, 2019

International workforce optimisation solutions company, Call Design, has achieved premier partner status with technology giant, Aspect Software’s workforce management solutions in the Australian market following a company-wide restructure. We are thrilled to have worked with Aspect Software for two decades.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

DMG Consulting

SEPTEMBER 17, 2021

Managers in most small or midsize contact centers, and many large ones, have migrated or are in the process of moving to CCaaS solutions. Evaluate existing self-service solutions to determine if they are as effective as they should be and if they are meeting the needs of your customers.

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Contact Center Enterprise Self service Technology 48

Serenova

MARCH 10, 2020

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. There’s no question AI-powered chatbots and self service are important—and they’re here to stay. This merger is about more than technology.

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Contact Center contact center solutions Cloud contact Banking 90

DMG Consulting

APRIL 13, 2022

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 Interaction Analytics: What’s Driving Adoption appeared first on DMG Consulting.

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Analytics Enterprise Contact Center Quality management 48

8x8

MAY 23, 2018

But technology will only get you so far in your quest to provide great customer service. Acknowledging the importance of pairing world-class software with world-class practices will help you optimize your customer service practice. Customer service representatives need all the support they can get. We’ve all heard them.

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DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. Self-service solutions will eliminate the need for live agents in the next 10 years (0.1). who interact with them.

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Contact Center Interactive Voice Response Analytics Self service 48

Verint

MARCH 6, 2018

Jenni Palocsik, senior director of content marketing, and Siobhan Miller, senior director of portfolio market strategy, will share insights on “Using Automated Quality to Make Every Agent Your Best Agent” at 2 p.m. Automated Quality Programs—Making Every Agent Your Best Agent”. In with the AI”. March 22; New York, NY.

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Quality management Coaching Self service Enterprise 35

Talkdesk

NOVEMBER 25, 2020

To meet the demand, businesses will need to scale their technology and their people. Integrate with your ecommerce technology stack Seamlessly connecting your contact center to ecommerce platforms, such as Shopify and BigCommerce , allows valuable information from customer interactions to quickly reach your customer service agents.

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Contact Center Business Process Outsourcing outsourcing Self service 101

Talkdesk

FEBRUARY 5, 2021

Influencers have been able to use products or try clothes on in real time, giving customers chances to ask questions, sign up for one-on-one virtual consultations or even buy as they watch. Influencers and consultants are leveraging video to show how products can work better together, encouraging customers to buy them both.

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