From Knowledge Base to Virtual Agents: The Shift to AI-powered Self Service

TechSee

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. Drivers for customer self-service. Organizations generally implement self-service tools within their customer support processes as a response to a business challenge. The rise of Artificial Intelligence in customer self-service.

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. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. Background: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2019-2020 Intelligent Virtual Agent Product and Market Report.

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DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report

DMG Consulting

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2018 Intelligent Virtual Agent Product and Market Report.

Consumer Behavior is Changing, and it’s AI’s time to Shine

Interactions

From conducting more business over video meetings, to doing more shopping via apps and over the phone, people’s behavior and perspective of virtual interactions has changed for good over the past few months. So, be transparent and let your customers know who they are dealing with up front. .

Changing Digital Expectations and CX Trends in 2020

Creative Virtual

As with many other aspects of life and business, customer experience trends and expectations have been greatly impacted by the global health crisis this year. 52% believe customers are more willing than ever to switch brands if unsatisfied. By Mandy Reed, Global Head of Marketing.

A Successful Self-Service Strategy Requires Looking at the Bigger Picture

Creative Virtual

With physical offices and locations closed, many are struggling with the influx of customer questions to their contact centres – an issue that may be compounded by the sudden need to support agents working from home. By Mandy Reed, Global Head of Marketing.

What is Live Chat? 5 Big Ways It Can Help Your Business

Bold360

Today’s customer expects quick responses across all channels, especially during an uncertain time of global pandemic and economic recession. Many customers justifiably don’t want to spend their valuable time waiting on the phone or writing an email that might not get a response for days.

New KPI Metrics in the Era of Self Service

TechSee

Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. Modern contact centers are made up of a complex combination of humans and virtual assistants – using both natural and artificial intelligence – operating over multiple channels and using a wide range of tools to solve customers’ issues. If a customer wants to upgrade his level of service?

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040

DMG Consulting

The process of change, combined with the digital transformation, will improve the customer journey and enhance the customer and agent experience while reducing costs.”. DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. 3/4/2020.

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

DMG Consulting

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

DMG Consulting

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/2/2020.

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. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. 9/30/2020. Digital-first servicing drives improved CX and brand engagement.

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

DMG Consulting

The 2019 Congtact Center Workforce Optimization Mid-Year Market Share Report provides a detailed breakdown of revenue for the following 21 named vendors: 8×8, ASC, Aspect, Avaya, Calabrio, ComputerTel, CSI/Virtual Observer, DVSAnalytics, Enghouse, Envision, Genesys, HigherGround, Mitel, NICE, OnviSource, OpenText, Serenova, Verint, VirtualLogger, Xarios and ZOOM International. . DMG Consulting Releases 2019 Contact Center Workforce Optimization. Mid-Year Market Share Report.

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

DMG Consulting

IA proves essential during COVID-19 for customer insights and employee oversight. IA solutions provide insights into customers’ needs and wants, as well as their emotions and sentiment. DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. 7/23/2020.

Redefining your CX strategy: The COVID-19 Effect

Interactions

A recent survey by Deloitte asked people whether they agree with the statement: “I feel safe going to the store right now.” ” In the US, only 34% of those surveyed responded with “agree” or “strongly agree.” What channels are customers using?

DMG Consulting Releases 2019 Call Tracking Product Report

DMG Consulting

Companies appreciate the value of call tracking in delivering significant improvements in marketing efficiency and effectiveness, quantifiable increases in sales, and high levels of customer satisfaction. Marketing organizations need to know which campaigns are most effective in attracting customers and generating revenue. This results in higher conversion rates, increased revenue, improved brand loyalty and an enhanced customer experience.

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

DMG Consulting

Predictive analytics is already helping companies make better hiring decisions and reduce agent churn. DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. 4/8/2020. New-gen WFM takes staffing and service optimization to the next level.

3 Considerations for an opti-channel digital transformation strategy

Interactions

And it’s no longer just about having digital channels, like websites and apps, but having an integrated system of digital accessibility so that customers can quickly and efficiently get done what they need. . This means anticipating a customer’s needs before they become a problem.

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

DMG Consulting

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. 11/1/2017. WFO market is contracting; future is in the cloud.

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

DMG Consulting

The introduction of automation and artificial intelligence (AI) into these suites has enabled the vendors to offer new benefits, including greater insights into agent performance as well as customers’ perception of service and a deeper understanding of their needs and wants. Improving the customer journey is a particular focus of the new generation of contact center WFO suites and an area of great investment. .

The New Super-Agent

VocalCom

However, this does not mean that agents will totally disappear from contact centers. On the contrary, the importance of the human touch will become more prominent going forward because an over-reliance on technology can negatively impact the customer experience.

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

DMG Consulting

The CBCCI vendors are delivering vastly improved user interfaces and experiences (UIs and UXs), agent desktops, enhanced routing capabilities, new key performance indicators (KPIs), and better analytics and reporting. The digital transformation is driving growth and innovation in the CBCCI market, and the CBCCI vendors have started to push a “digital-first” agenda by delivering omni-channel solutions to address customer demands in an increasingly digital economy.

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

DMG Consulting

Expanded coverage driven by demand for omni-channel and customer journey analytics. 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.

DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report

DMG Consulting

Organizations are using RPA in a hybrid staffing mode, where the technology works “side by side” or as a virtual “assistant” to humans by looking up information in a knowledge base, auto-completing forms with data obtained from internal or external sources, and much more. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report

DMG Consulting

While the number of contact center seats has not grown substantially during the year, the WFO vendors are seeing impressive sales numbers because they are delivering innovation that addresses the evolving business needs of their customers. The WFO vendors are focusing on providing solutions with enhanced capabilities to assist in improving the customer journey and facilitating the sometimes complicated process of digital transformation.

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

DMG Consulting

The new paradigm of “platform as a service” means that customized solutions can be created and deployed quickly; application programming interfaces (APIs) are being used to build out functional capabilities. The fact that these customized contact center solutions can be built and customized quickly and easily, using standard development languages, is a game-changer. DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report.

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

DMG Consulting

Flex scheduling, agent self-service and adaptive real-time scheduling are the new standard of WFM. Leading WFM solutions have re-imagined the traditional fixed-shift staffing paradigm and utilize flex scheduling, which empowers agents to create and manage their own schedule via self-service portals. DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. 3/27/2019. Strong momentum driving market growth and investments.

Creating a Better Experience for Indian Customers

Creative Virtual

The Customer Experience Management (CXM) 2019 event that took place in Mumbai on 25th April at the Hilton Hotel turned out to be a wonderful experience for Creative Virtual. The Founder & CEO of Creative Virtual, Chris Ezekiel , and Executive Director India, Shantanu Purandare , participated as representatives of the company. Creative Virtual sponsored the event as the CX Product Leader Partner. By Anand Gupta, Knowledgebase Author.

DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report

DMG Consulting

RPA solutions excel in automating routine, repetitive tasks; this can save companies thousands, or even hundreds of thousands of dollars each day, and frees up agents to perform more high-value tasks. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report

DMG Consulting

Intelligent automation will make substantial contributions to contact centers by taking over many routine, time-consuming tasks previously performed by agents and improving service quality. This will reduce the need for traditional WFO solutions, as there will be fewer agents. DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. 5/23/2018. New-gen solutions are the future of this mature sector.

DMG Consulting Releases 2018 Knowledge Management Product and Market Report

DMG Consulting

KM facilitates collaboration among departments, which improves the customer experience. The Report analyzes in detail 5 vendors with diverse offerings that address customer service, contact center and other enterprise uses: ComAround, MindTouch, Panviva, Upland Software and Verint Systems. DMG Consulting Releases 2018 Knowledge Management Product and Market Report. 5/2/2018. A market revitalized; driven by digital transformation and growing interest in artificial intelligence.

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

DMG Consulting

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. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

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

DMG Consulting

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. 1/3/2018. New architectures and intelligent automation position WFO sector to suceed.

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

DMG Consulting

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. 11/30/2017. Poised for rapid growth and success, untapped revenue potential in the tens of billions.

Contact Center Technologies 2017: find out what 23 experts say

RichCall

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. connected customer journeys with 9 channels in most contact centers.

2017 Is Out, 2018 Is In – What Will Customer Service Look Like This Year?

Comm100

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. As each year comes to a close, thought leaders and customer experience experts rush to offer insight on how these changes will manifest themselves in the coming months – and whether nor not they’ll leave a lasting impact on the industry. Customers aren’t the only ones who experience pain points.