DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 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. What: Releases 2018 – 2019 Workforce Management Product and Market Report.

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Consulting Consulting Marketing Management 48

DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization 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 Marketing Gamification 48

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure 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 Contact Center Marketing 48

DMG Consulting

DECEMBER 1, 2020

However, the key to success remains being able to connect with a live agent, when necessary. . Automation solutions – Intelligent virtual agents (IVAs), virtual assistants (VAs), robotic process automation (RPA) and workflow have emerged as essential enablers for enterprises. Learn more at www.dmgconsult.com.

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Contact Center Government Self service Virtual Agent 100

DMG Consulting

AUGUST 16, 2022

intelligent virtual agents (IVAs), workforce management (WFM), analytics-enabled quality management (AQM), predictive behavioral routing, knowledge management, interaction analytics, and more). appeared first on DMG Consulting.

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Contact Center Analytics Virtual Agent contact center solutions 48

DMG Consulting

NOVEMBER 8, 2023

Intelligent virtual agents (IVAs) – these conversational AI-based self-service solutions use NLP, NLU, natural language generation (NLG), generative AI, and other AI technologies to automate the handling of customer inquiries that do not require complex human reasoning or logic.

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Contact Center Virtual Agent Self service Analytics 48

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.

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Customer Experience Interactive Voice Response Contact Center Self service 71

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

OCTOBER 6, 2023

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

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

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.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

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. Find more at calabrio.com and follow @Calabrio on Twitter.

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Consulting Consulting At home agents Virtual Agent 59

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

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.

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Analytics Quality management Enterprise Virtual Agent 48

DMG Consulting

JANUARY 29, 2021

Companies are transitioning from their interactive voice response (IVR) systems to next-gen conversational intelligent virtual agents (IVAs). The fifth-place investment priority, analytics-enabled quality management (AQM), was cited in 27.2% of survey respondents selected this initiative as a priority for 2021.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

DMG Consulting

MARCH 30, 2021

Companies will be able to retool and optimize their staff and rethink the role of contact center agents, as the jobs they perform will be at a much higher level than in the past. 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 20, 2021

The pandemic proved that contact center employees—agents, supervisors, managers, quality management specialists. workforce management administrators, business analysts, and reporting specialists—can generally work as productively from their homes.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

DMG Consulting

APRIL 16, 2019

Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. Its theme was (and still is) simple—to use the real-time capabilities of contact centers to assist people (customers, prospects, partners, the public, etc.) who interact with them.

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Contact Center Interactive Voice Response Analytics Self service 48

DMG Consulting

MAY 7, 2018

DMG Consulting Releases 2018 Knowledge 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. What: Releases 2018 Knowledge Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

NOVEMBER 1, 2022

The first is an operating environment where agents (and hopefully other contact center employees including supervisors, quality management specialists, workforce management administrators, etc.) Typically, these automated resources are conversational AI-based intelligent virtual agents (IVAs).

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Contact Center Virtual Agent Coaching Self service 48