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?

AI adoption in contact centers – virtual agents

Spearline

AI adoption in contact centers – virtual agents The voice-bot is emerging as an attractive conversational-user-interface which offers accessible and comfortable user interaction. Contact center teams are enthusiastically rolling out virtual agents.

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The Chatbot & Virtual Agent Experts Have Spoken: Experience Matters

Creative Virtual

At Creative Virtual, whitepapers are not created too often as they hold a special place in our repository of resources since they offer information that stays valid for a much longer time than other documents. Blog chatbots experience resources vendor guide virtual agents whitepaper

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.

IVA is the New IVR Masterclass

Speaker: Brian Morin, CMO & Phillip Fisher, CX Consultant at SmartAction

Join Brian Morin, CMO, and Phillip Fisher, CX Consultant as they discuss how IVA (intelligent virtual assistants) powered by advanced speech recognition and natural language processing are replacing the traditional IVR with “How can I help you today,” instead of “Press 1” and helping customers self-serve common requests.

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 – 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.

IVAs: Using AI to Serve Customers and Contact Centers

DMG Consulting

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. They can also provide contact centers with context-aware guided support and relevant information for each individual customer interaction, for agent-assisted or escalated self-service interactions. The challenge is to do this fast enough to enable a live or automated “agent” to act in near real time.

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. Thousands of contact centers are using virtual agents or Intelligent Assistants in their strategies, and the automation has shown increased levels of customer satisfaction scores and employee retention rates. Don’t Be Afraid of Using Virtual Agents in Your Contact Center.

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040

DMG Consulting

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. 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.

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 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG Consulting

DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. Where: Available at the DMG Consulting online store. Enterprises have over 200 CBCCI solutions from which to select, making this a highly competitive sector and a buyer’s market,” said Donna Fluss, President of DMG Consulting.

DMG Consulting Releases 2021-2022 Robotic Process Automation Product and Market Report

DMG Consulting

DMG Consulting Releases 2021-2022 Robotic Process Automation Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. Where: Available at the DMG Consulting online store. DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2021-2022 Robotic Process Automation Product and Market Report.

DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report

DMG Consulting

DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report. Who : DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . Where : Available at the DMG Consulting online store. DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2021 – 2022 Interaction Analytics Product and Market Report.

How to Cut Call Center Agent Onboarding In Half

Uniphore

How to Cut Call Center Agent Onboarding Time in Half. and Make Every Agent Your Best Agent. Kumaran Shanmuhan CX & Automation Consulting Leader Jacada. Live Demo Featuring 10 Ways to Simplify Agent Onboarding With AI & RPA.

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG Consulting

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

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report

DMG Consulting

DMG Consulting Releases 2020 – 2021 Digital Customer Service 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.

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report

DMG Consulting

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . Where: Available at the DMG Consulting online store. Background: DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2021 – 2022 Workforce Management Product and Market Report.

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report

DMG Consulting

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. About DMG Consulting LLC.

Calabrio Receives Perfect Customer Satisfaction Scores in DMG Consulting’s WFO Report

CSM Magazine

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.

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.

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 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).

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.

Contact Centers’ Digital Transformation Has Only Begun

DMG Consulting

A speedy transition was vital, and there was little time for niceties like making sure agents and other employees had a quiet place to work, high-speed bandwidth, a properly configured PC, or even a chair. Any business activity that could feasibly go virtual made the leap. As more business was conducted virtually and digitally, automation was applied wherever possible, allowing companies to shrink their staff. Contact Centers’ Digital Transformation Has Only Begun.

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 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.

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 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.

Contact Centers’ Road Map to Success in the New Normal

DMG Consulting

The pandemic proved that contact center employees—agents, supervisors, managers, quality management specialists. The work-from-home model is beneficial for disaster recovery and business continuity, reducing real estate costs and decreasing agent shrinkage, in addition to accommodating the needs of employees who are reluctant to return to the office or simply prefer to work remotely. The post Contact Centers’ Road Map to Success in the New Normal appeared first on DMG Consulting.

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.

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. For example, if the cost of an agent-handled call is $5, a 2 percent increase in IVR utilization for a business that receives 1 million calls per month represents a savings of $100,000 per month, or $1.2 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 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.

Get Used To It

Taylor Reach Group

If this looks a lot like virtual agents in the contact center space, that is because it is. The agent can no longer lean over to their neighbor and ask about a shortcut key, if the price promotion is still on, and if the new process for refunds was on the shared drive.

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 – 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 New Report on Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future

DMG Consulting

DMG Consulting Releases New Report on Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. Where: Available at the DMG Consulting online store. We are fortunate that the performance of contact centers in the face of a pandemic has been overwhelmingly positive,” said Donna Fluss, President of DMG Consulting. “It

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 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.