DMG Consulting

MARCH 30, 2021

Contact Centers’ Digital Transformation Has Only Begun. 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. NEXT ACT FOR CONTACT CENTERS.

Contact Center 79

Contact Center Real estate Self service Enterprise 79

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

DMG Consulting

JANUARY 29, 2021

2021: The Year of the Contact Center. Contact centers all over the world were forced to accelerate their digital transformation the moment the lockdown hit, as the alternative was not an option. Contact centers around the world have positioned themselves to come out of the pandemic stronger than they went in.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

DMG Consulting

DECEMBER 7, 2020

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. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

OCTOBER 13, 2021

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. What: Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

SEPTEMBER 20, 2021

Contact Centers’ Road Map to Success in the New Normal. Contact Centers Moving Forward at an Accelerated Pace. Adding digital channels is a step in the right direction and a necessity for contact centers of all sizes in all verticals, but it is just the beginning. May 25, 2021 Donna Fluss.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

TechSee

APRIL 21, 2021

These growing call volumes – coupled with the continuous need for cost optimizations – have driven the demand and adoption of artificial intelligence (AI) in call centers. AI is moving forward rapidly, with contact center AI software continuously evolving and dramatically improving, and ultimately delivering more value. .

Call Center 136

Call Center Contact Center Self service call center solutions 136

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. Generative AI is ideal for service organizations due to its ability to create content in response to inquiries. and customer service organizations.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

DMG Consulting

SEPTEMBER 24, 2021

This analytics application helped enterprise and contact center executives navigate uncharted territory by giving them information and insights to keep them apprised of the state of their customers and employees. IA BENEFITS THE CONTACT CENTER.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

DMG Consulting

AUGUST 21, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG covers emerging contact center trends and IT sectors that have a lasting impact on the market. When: Today, 22 August 2017.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

DMG Consulting

MAY 25, 2018

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. What: Releases 15th annual Contact Center Workforce Optimization (WFO) Market Share.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Connect

APRIL 18, 2024

The technology can also boost agent productivity with automation, real-time guidance, and performance coaching and enhance operational efficiency by reducing costs, optimising resources, and enabling data-driven decisions.

Virtual Agent 52

Virtual Agent Chatbots Average Handle Time Engineering 52

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 Top Contact Center Priorities/Goals.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

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. 11/30/2017. When: Today, 30 November 2017. This represents only 11.4%

Consulting 48

Consulting Consulting Contact Center Marketing 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. CCaaS Market Drivers and Inhibitors June 2023 With a 21.3%

Marketing 48

Marketing Contact Center Virtual Agent Enterprise 48

DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. 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. By Donna Fluss. who interact with them.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

DMG Consulting

APRIL 13, 2022

This analytics application helped enterprise and contact center executives navigate uncharted territory by giving them information and insights to keep them apprised of the state of their customers and employees. IA Benefits The Contact Center.

Analytics 48

Analytics Enterprise Contact Center Quality management 48

DMG Consulting

JUNE 8, 2021

Who : DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . 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.

Consulting 59

Consulting Consulting Analytics Marketing 59

Xaqt

JANUARY 15, 2021

Paul Stockford of Saddletree Research, a leading analyst firm in the Contact Center industry, published today a Research Brief covering Xaqt's AI powered Vaccination Communication and Scheduling automation platform. Please contact Chris Crosby at chris@xaqt.com for questions or further commentary.

Virtual Agent 40

Virtual Agent Government Contact Center Chatbots 40

DMG Consulting

NOVEMBER 1, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” When: Today, 1 November 2017.

Consulting 48

Consulting Consulting Marketing Gamification 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.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

Playvox

MARCH 19, 2024

Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses and healthcare Contact centers are no exception and stand to gain significant business and operational benefits from AI.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

DMG Consulting

MARCH 16, 2018

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. When: Today, 12 March 2018. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

JANUARY 17, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Current WFO solutions address the diverse needs of the enterprise, including contact centers, the back office and, increasingly, other business functions.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

NOVEMBER 1, 2022

Question: Does “hybrid workforce” have more than one meaning in a contact center? Answer: Yes, there are two commonly accepted uses of the term hybrid workforce in the contact center world. are allowed to perform their job both on-site in the contact center and from a remote location, which is generally their home.

Contact Center 48

Contact Center Virtual Agent Coaching Self service 48

Verint

NOVEMBER 16, 2017

Earlier in my career I managed the contact center workforce optimization group at one of the major North American wireless companies. However, the opportunity exists now more than ever for you to help amplify how automation and AI can drive broader business and workforce optimization at your organization.

Wireless 32

Wireless contact center workforce Enterprise Customer centricity 32

DMG Consulting

MAY 7, 2018

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. DMG covers emerging contact center trends and IT sectors that are likely to have a lasting impact on the market.

Consulting 48

Consulting Consulting Marketing Management 48

JustCall

APRIL 5, 2023

Talkdesk often comes up as a worthy VoIP alternative, all thanks to its robust artificial intelligence (AI)-powered contact center tools. JustCall Overview JustCall is a VoIP business phone system and contact center software. However, an opaque pricing process and lack of flexibility can make users skeptical.

voip 52

voip Interactive Voice Response APIs Contact Center 52