Preparing Your Contact Center for the Age of Virtual Agents

Taylor Reach Group

These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by stay-at-home orders or their agents’ refusal to go in because of the pandemic. So how can companies prepare for what might be the new normal of virtual contact support?

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report

DMG Consulting

DMG Consulting Releases 2019-2020 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 2019-2020 Intelligent Virtual Agent Product and Market Report. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report

DMG Consulting

DMG Consulting Releases 2018 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 2018 Intelligent Virtual Agent Product and Market Report. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG Consulting

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. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG Consulting

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop 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. 8/22/2017.

Don’t Be Afraid of Using Virtual Agents in Your Contact Center

Outsource Consultants

An article by Dan Miller raises an interesting point: Implementing virtual agents into your contact center isn’t staying ahead of the curve, it’s common. Don’t Be Afraid of Using Virtual Agents in Your Contact Center.

Applications that Improve the Customer Journey

DMG Consulting

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). For agent-assisted interactions, they pull information from knowledge bases, customer profiles and other online sources that agents need to optimize each interaction. Intelligent virtual agents (IVAs).

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report

DMG Consulting

DMG Consulting Releases 2020 – 2021 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. About DMG Consulting LLC.

The Hybrid Contact Center Workforce of 2030

DMG Consulting

It’s 2030, and one of your agents is making mistakes. Intelligent virtual agents (IVAs) and attended robot process automation (RPA, also known as robots) are being used to enhance productivity and service quality. The Hybrid Contact Center Workforce of 2030. 11/26/2019.

DMG Consulting Releases 2019 Call Tracking Product Report

DMG Consulting

DMG Consulting Releases 2019 Call Tracking Product 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. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2019 Call Tracking Product Report.

IVA Is the Future of Voice Self-Service

DMG Consulting

Intelligent virtual assistants (IVAs) are systems that use artificial intelligence (AI), machine learning, natural language processing (NLP) and natural language understanding (NLU) to automate the handling of customers’ and employees’ requests and tasks that can be addressed and resolved without requiring the cognitive capabilities of human beings. This is often the reason why customers request a live agent.) IVA Is the Future of Voice Self-Service. By Donna Fluss.

The 3 Contact Center Applications That Pay for Themselves

DMG Consulting

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. 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).

IVAs Can Remake the Self-Service Landscape

DMG Consulting

Consumers of all ages are showing a preference for self-service solutions over talking to agents or using chat boxes, provided they do their jobs well. IVAs Can Remake the Self-Service Landscape. 2/9/2018. By Donna Fluss. View this document on the publisher’s website.

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report

DMG Consulting

DMG Consulting Releases 2019 – 2020 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. The new generation of solutions, bolstered by smarter and faster technology, are offering innovations that support these initiatives,” says Donna Fluss, President of DMG Consulting LLC.

DMG Consulting Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report

DMG Consulting

DMG Consulting Releases 2019 Contact Center Workforce Optimization. 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. Innovation in WFO offerings is being driven by the need to make organizations smarter and more productive through automation,” said Donna Fluss, President of DMG Consulting LLC.

These 8 Technologies Are Transforming the Contact Center

DMG Consulting

Thank you for your interest in DMG Consulting’s publications. Bots and the more advanced intelligent virtual agents (IVAs), enabled by AI and machine learning, are rightfully attracting a great deal of attention. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Name This field is for validation purposes and should be left unchanged. Close.

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Market Report

DMG Consulting

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure 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. The cloud-based delivery model is the future of contact center solutions,” said Donna Fluss, President of DMG Consulting LLC. About DMG Consulting LLC.

DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report

DMG Consulting

DMG Consulting Releases 2019 Robotic Process Automation 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. DMG Consulting’s third report on robotic process automation (RPA) focuses on contact center, back-office and enterprise uses of this technology. About DMG Consulting LLC.

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report

DMG Consulting

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. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics.

DMG Consulting Releases 2018 Knowledge Management Product and Market Report

DMG Consulting

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. Where: Available at the DMG Consulting online store. About DMG Consulting LLC. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics.

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report

DMG Consulting

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share 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. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics.

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report

DMG Consulting

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. We also expect to see more speech analytics ’seats’ being sold as embedded capabilities in other applications, such as intelligent virtual agent (IVA) solutions.”.

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG Consulting

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure 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. 12/4/2018. Differentiated and compelling capabilities driving growth.

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

DMG Consulting

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. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its.

DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report

DMG Consulting

DMG Consulting Releases 2018 Robotic Process Automation 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. Robotic process automation is a game-changer for the economy, said Donna Fluss, President of DMG Consulting. About DMG Consulting LLC.

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report

DMG Consulting

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share 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. AI and robotics represent both the future direction and a challenge for the WFO market,” said Donna Fluss, President of DMG Consulting LLC. About DMG Consulting LLC.

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report

DMG Consulting

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share 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. said Donna Fluss, President of DMG Consulting LLC. About DMG Consulting LLC. 11/1/2017. WFO market is contracting; future is in the cloud.

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

DMG Consulting

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. Where: Available at the DMG Consulting online store. “It’s been a great year for the WFM market and there is a lot more to come”, said Donna Fluss, President of DMG Consulting. About DMG Consulting LLC.

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report

DMG Consulting

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. It’s going to be an interesting 3 – 5 years for the WFO sector as it undergoes a major shake-out,” says Donna Fluss, President of DMG Consulting LLC. About DMG Consulting LLC.

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report

DMG Consulting

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. The cloud has become the dominant sales model for contact center infrastructure solutions, ACDs, dialers, IVRs and more,” said Donna Fluss, President of DMG Consulting LLC.

Step 5 of 5: AI Self-Service Without Compromise – Human-Centric Design from a Team of CX Experts

SmartAction

Those functional areas are: CX Consultant – maps the business need to a business case for conversational AI. CX Consultant. It is the CX Consultant’s job to identify what’s needed to make the business case compelling, honest, and low-risk. Step 4>> . .

Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. 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. Predictive analytics can also be used internally to identify and understand the drivers of agent churn and to recommend intervention.

We’re Coming to Rescue Your Failing Chatbot Project!

Creative Virtual

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. As someone who has been involved with virtual agent and chatbot technology since its infancy, I felt passionately that it was time for my company to act – and the expert team at Creative Virtual agreed. Creative Virtual is in a unique position to rescue these failing chatbot projects.

AI: On the Right Path but Not Yet Real

DMG Consulting

Thank you for your interest in DMG Consulting’s publications. Imagine an ACD that continuously enhances its routing algorithms, ensuring that the right transactions are delivered to the best-suited agents or associates. Donna Fluss is president of DMG Consulting LLC. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter.

Are You Ready for Digital Transformation?

DMG Consulting

Thank you for your interest in DMG Consulting’s publications. One component of the digital transformation will be investments in technology to automate activities that previously required the participation of agents and other employees. Robotics (also known as robotic process automation (RPA)) and intelligent virtual agents (IVAs) are two applications that are increasingly being used by enterprises to enhance customer satisfaction.

Drive to 15 – How Minimum Wage Increases Will Impact Businessess & Contact Centers

Taylor Reach Group

For instance, virtual agent based self-help, currently available at sub-dollar-per-contact, can replace an entry level agent without a great deal of effort as the type of issue cleared by entry level agents are, by their very nature, simple enough that automation satisfies these contacts.

Introducing the Conversational AI Industry’s Smartest Solution Yet: The Neutrino Release of V-Person™

Creative Virtual

Today I’m proud to be sharing Creative Virtual’s introduction of the Neutrino release of V-Person , our innovative virtual agent and chatbot technology. Some organisations are learning the hard way that not all chatbot and virtual agent solutions are created equal.

CXtech: Showcasing the Technology Transforming Customer Experience

Creative Virtual

Creative Virtual is pleased to again be a sponsor of the event, co-located with the AI & Robotics Conference , on 31st October. One of the keynote speakers is Liam Ryan , Sales Director at Creative Virtual. In particular, Liam will discuss how chatbot and virtual agent technology is now being used in a much more sophisticated way to create conversations with customers and deliver personalised service experiences. By Mandy Reed, Global Head of Marketing.

“Virtual Moron-Idiot!”: Why Chatbots Fail and the #ChatbotRescue Mission Saving Them

Creative Virtual

It’s hard to find anyone involved with the chatbot and virtual agent industry who hasn’t heard the cautionary tale of Microsoft’s AI chatbot Tay. As someone who has been working with virtual agent technology for nearly 20 years, Tay reinforced for me that pure AI is not the right answer for customer service and employee support virtual agents and chatbots. The post “Virtual Moron-Idiot!”:

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

NICE inContact

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.