DMG Consulting

APRIL 15, 2020

Enterprises are looking to the future and are trying to ensure their viability in a rapidly changing world of technology and automation. Companies are making long-overdue improvements to their technology and pushing forward with innovative uses for automation throughout the enterprise.

Consulting 62

Consulting Consulting Contact Center Gamification 62

Fonolo

JANUARY 31, 2018

Key findings: “…one of the main differences to have occurred in the past five years is that cloud is now seen as a genuine alternative to CPE for even the largest of enterprises, not just smaller operations.”. “.the China Merchant Bank’s bot [served on WeChat] handles more natural customer conversations… 1.5 Who wrote it: Interactions.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

DMG Consulting

AUGUST 3, 2020

The Report focuses on contact center and service-related uses of interaction (speech and text) analytics. It also explores the broader uses of interaction analytics throughout enterprises. The COVID-19 pandemic has reinvigorated the interaction analytics (IA) market.

Consulting 62

Consulting Consulting Analytics Marketing 62

DMG Consulting

NOVEMBER 14, 2020

An essential element in achieving this goal is to make it easy for customers to conduct business by allowing them to interact in their preferred channels, which are increasingly digital. A unique feature of conversations in the new digital era is that they can start, stop, start and continue when the customer chooses.

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

DECEMBER 7, 2020

Post-pandemic, many enterprises will likely keep some or all of their employees working remotely, said Donna Fluss, President of DMG Consulting. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day. For more information, visit www.dmgconsult.com. # # #.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Cisco - Contact Center

SEPTEMBER 9, 2019

I would like to share some thoughts pulled together in discussions with developers, customer care system integrators and experts, along one of the many possible journeys to unleash all the power of Artificial Intelligence (AI) into a modern customer care architecture. ” AI in the Contact Center.

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Contact Center Customer Care Engineering Telemarketing 99

DMG Consulting

APRIL 15, 2020

The last few years have seen enhancements to WFM solutions to meet the needs of omni-channel service environments, multi-national enterprises and the Millennial and Gen Z workforce. . For more information, visit www.dmgconsult.com. # # #.

Consulting 62

Consulting Consulting Marketing Management 62

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. So why is the IVR so much less effective?

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

Babelforce

MAY 19, 2022

Automated calling services can improve the way you handle your inbound calls too by routing calls more efficiently and providing IVR services to help your customers help themselves. babelforce is a No-Code enterprise-level telephony platform that helps call centers optimize nearly every aspect of their processes. babelforce.

Gamification 52

Gamification Interactive Voice Response Call Center Self service 52

DMG Consulting

OCTOBER 17, 2019

DMG’s expanded coverage of the interaction (speech and text) analytics and customer journey analytics sectors underscores enterprises’ need for solutions to help them analyze customer interactions in their increasingly omni-channel environments and obtain a comprehensive view of what transpires between customers and organizations at all touchpoints.

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Consulting Consulting Contact Center Analytics 48

TechSee

JANUARY 29, 2019

Enterprise adoption of AI in CRM. In recent years, a wide range of AI technologies have been successfully integrated into the CRM domain, from sales and marketing to customer support and retention. It can also help predict issues before they even happen, allowing a customer care team to avoid dissatisfaction or attrition.

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CRM Personalization Self service Sales 164

DMG Consulting

OCTOBER 17, 2019

DMG Consulting’s third report on robotic process automation (RPA) focuses on contact center, back-office and enterprise uses of this technology. These automated tools can also help to reduce systems and IT development costs and extend the life of applications throughout the enterprise. OnviSource is covered at a high level.

Consulting 48

Consulting Consulting Marketing Gamification 48

Interactions

FEBRUARY 6, 2020

If people only recall the highs or lows of an experience, what does that mean for companies focused on their customer’s experience? Well, this is actually good and bad news- but rest assured, there are ways for enterprises to use the peak-end rule to their advantage. Thankfully, Intelligent Virtual Assistants are here to help.

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Wait times Call flow Interactive Voice Response Customer Care 118

JustCall

AUGUST 22, 2022

The 734 Area code location will keep on benefitting from VoIP technology in terms of customer care and enhanced corporate communication. Big biotechnology and technology firms like Arbor Networks and Barracuda Networks are already in the fast lane, paving the way for smaller enterprises to join Ann ArborArea Code.

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Biotechnology voip Interactive Voice Response Enterprise 52

DMG Consulting

DECEMBER 10, 2019

Sales of these solutions are expected to remain strong as their reach extends into the back office and other enterprise departments. Perhaps even more significant is that the contact center WFO market grew by 11.6%, from $863.6 million in first-half 2018 to $963.7 million, an increase of $100.1 million, in the first six months of 2019.

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contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

NOVEMBER 29, 2017

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. The next step for the CBCCI vendors is the introduction of artificial intelligence, machine learning, natural language understanding and analytics into their solutions.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

SEPTEMBER 26, 2018

Enterprises are seeking tools to help them understand and address customer needs more quickly. Today’s SA solutions give enterprises much-needed first-hand access to the voice of the customer (VoC) from all voice and digital channels, including social media, to “hear” what customers are saying.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

JUNE 11, 2019

As customer demand for outstanding and personalized service increases, so does the cost of delivering it. IVA solutions should be an integral part of a forward-thinking enterprise strategy to put customers’ needs front and center, at the forefront of a company’s service priorities.”. Botanic Technologies and Capito.ai

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Virtual Agent Consulting Consulting Marketing 48

TechSee

MARCH 19, 2018

With AI, call centers are equipped with a wide range of voice analytics, enabling recognition of customer, accent, gender, and emotion, as well as powering conversational IVRs and voice based virtual assistants. Powered by advances in Deep Learning.

Call Center 84

Call Center Technical Support Contact Center contact center solutions 84

Blueship Call Center

APRIL 10, 2023

Are you considering outsourcing your customer care department? For several reasons, many firms are thinking about outsourcing their customer support. However, as the on-demand economy expands and customers can make on-the-spot service purchases, companies are also boosting their customer care initiatives.

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outsourcing Customer Service Call Center Customer Care 40

DMG Consulting

NOVEMBER 1, 2017

The digital transformation is underway, enterprise requirements have changed, and cloud computing is the technology of the future. WFO suite vendors who have not kept their solutions and architecture up-to-date are feeling the impact as enterprises look to different providers for workforce optimization capabilities.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MARCH 9, 2020

The 2019 – 2020 Workforce Optimization Product and Market Report provides the vendor, product, functional, technical and pricing information that enterprise, contact center and IT leaders need to select the right solution to meet their organization’s current and future front- and back-office WFO requirements.

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DMG Consulting

DECEMBER 11, 2019

The CBCCI market is performing well and continuing to pick up momentum: Sales of CBCCI solutions are coming from replacements of on-premise solutions, organizations switching from one CBCCI provider to another, and small and mid-size enterprises (SMEs) purchasing their first contact center systems.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

JANUARY 17, 2018

Current WFO solutions address the diverse needs of the enterprise, including contact centers, the back office and, increasingly, other business functions. This transition opens the door for emerging solutions that take a digital, omni-channel, analytics and AI-oriented approach to addressing the WFO challenge.”.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

AUGUST 3, 2018

DMG Consulting’s second report on robotic process automation (RPA), dedicated entirely to this fast-growing sector, covers enterprise uses of RPA, with a focus on front-and back-office service-related uses and shared business activities services. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Gamification 48

West

JANUARY 29, 2018

Create great customer experiences. For an ever-growing number of businesses, that’s the golden goal — the El Dorado of customer care. Fortunately, with a little guidance and by asking the right customer experience questions, you can cut your way through the foliage. Soon, the once-clear path has fallen out of sight.

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Customer Experience Interactive Voice Response Contact Center Customer Care 70

DMG Consulting

MARCH 16, 2018

It analyzes the service, business and management trends that are redefining staffing paradigms, management practices, and how enterprises and their contact centers view and interact with their customers, prospects and employees. This Report provides an analysis of WFM market activity as well as 5-year market projections.

Consulting 48

Consulting Consulting Marketing Management 48

Jive

AUGUST 27, 2018

Maybe the customer had to run take care of something, but most often, he or she just gave up, which doesn’t reflect well on your customer care. But if you ask how they measure customer satisfaction, you’ll find very few who measure it precisely or on a consistent basis. Day of the week and time of day.

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Metrics Interactive Voice Response voip Abandon rate 63

DMG Consulting

MARCH 31, 2019

DMG’s eleventh annual report on this sector provides contact center, IT and enterprise leaders and managers in small, mid-size and large companies with the information they need to select the right solution, functionality and partner to meet their organization’s current and future cloud-based contact center infrastructure (CBCCI) needs.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Stafford Communications

MAY 12, 2020

But this is a fairly common method used by brands and healthcare systems alike, and responses seem to correlate well with the quality of service experience. But given that you’re asking your end-user to mentally stake some of their reputation on their response, it does add a bit more weight to the question. So, which one is best?

Benchmark 52

Benchmark Healthcare Contact Center Customer Care 52

Stafford Communications

MAY 12, 2020

But this is a fairly common method used by brands and healthcare systems alike, and responses seem to correlate well with the quality of service experience. But given that you’re asking your end-user to mentally stake some of their reputation on their response, it does add a bit more weight to the question. So, which one is best?

Benchmark 52

Benchmark Healthcare Contact Center Customer Care 52

NICE inContact

APRIL 12, 2017

As more enterprise organizations move their businesses to the cloud, many of them are surprised to learn that the biggest payoffs from transformational change are unlocked after moving their technology platform to the cloud. Here is the story of one enterprise organization that accomplished that and much more.

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Best practices Contact Center Interactive Voice Response Enterprise 48

DMG Consulting

JUNE 12, 2019

For more information, visit www.dmgconsult.com. # # #.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Pointillist

SEPTEMBER 28, 2021

But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Enterprises expect contact center leaders to transform call centers into customer experience hubs, delivering the exceptional experiences that customers demand and drive long-term growth.

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Contact Center Self service Metrics Analytics 40

DMG Consulting

MARCH 31, 2019

For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Marketing Management 48

DMG Consulting

MAY 25, 2018

For more information, visit www.dmgconsult.com. # # #.

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contact center workforce Consulting Consulting Contact Center 48

TLC Associates

OCTOBER 30, 2019

The right tool combines elements of automatic call distribution, CRM, interactive voice response (IVR), call recording, call monitoring, real-time reporting, and analytics. If you are offering 24/7 customer care, more agents will be sharing hardware and backup resources, making it easier for your dollar to go further. .

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