3CLogic

JANUARY 5, 2022

While using social media, chat, and email to communicate with customers was unimaginable at that time, these channels are now essential for delivering a positive customer experience for a modern-day enterprise. Finally, 2021 saw contact centers focus even more on personalization to enhance the customer experience.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

TechSee

DECEMBER 16, 2021

The Distributed Workforce After scrambling to set up remote working environments at the start of the pandemic, enterprises have largely recognized its advantages and adopted the WFH or hybrid model. In 2021, remote working has become a standard in customer service and will remain a mainstay in the future of call centers.

Call Center 124

Call Center Self service Gamification Contact Center 124

Spearline

DECEMBER 19, 2022

The end result; happy customers, stronger brand. Conversational AI Modern conversational AI applications are a far cry from the simple, if somewhat clunky, chatbots and Interactive Voice Response (IVR) systems of the past. Data-driven personalized CX Customers don’t like to feel like one of the faceless masses.

Contact Center 52

Contact Center Interactive Voice Response Self service Gamification 52

Noble Systems

FEBRUARY 10, 2021

Unprecedented times in 2020 have led to ongoing changes in consumer behavior and a scramble by businesses to meet their customers’ shifting demands. In response, companies must renew their focus on delivering the best possible customer experience every time, and across all touchpoints.

Contact Center 98

Contact Center Gamification Self service Analytics 98

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

AUGUST 9, 2018

This Report covers all aspects of this emerging IT sector, which is building momentum because of its compelling business benefits for enterprises, contact centers and customers. DMG covers emerging contact center trends and IT sectors that are likely to have a lasting impact on the market.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

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

DMG Consulting

JULY 31, 2019

Call tracking can integrate with applications like customer relationship management (CRM) systems, interactive voice response (IVR) systems and intelligent virtual agents (IVAs) to leverage customer data and deliver highly relevant and customized communications and recommendations.

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 48

Fonolo

NOVEMBER 17, 2020

Historic Call Center & Customer Experience Trends. More than 80% of customers now say the experience a company provides is as important as its products. . The contact center is destined to evolve further into the ‘Customer Experience Hub’ of the future. Storyline: Gamification.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

DMG Consulting

NOVEMBER 14, 2020

To emerge successfully from the pandemic-driven recession, companies must prioritize delivery of an outstanding customer experience (CX). 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.

Consulting 62

Consulting Consulting Marketing Customer Service 62

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

JustCall

APRIL 4, 2023

Businesses need all the help they can get to enhance customer experience. They also need the right tools to help customer personnel to work productively. With features like call recording, IVR (Interactive Voice Response), call forwarding, and voicemail. Genesys also offers various add-ons.

call center software 52

call center software Call Center Interactive Voice Response Call Logging 52

Hodusoft

FEBRUARY 9, 2022

As we gear up for 2022, enterprises across the board are revisiting the ups and downs of their business and the industry at large. AI technology will get a solid grip making it to the list in call center technology trends , as both agent and customer experience driver, through augmented accuracy and optimizing efficiency and speed.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

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

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. . Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people.

Consulting 62

Consulting Consulting Marketing Management 62

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.

Consulting 48

Consulting Consulting Contact Center Analytics 48

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

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. 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.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

JustCall

APRIL 5, 2023

It also happens to be one of the leading alternatives to TalkDesk for small and mid-sized enterprises. Top Features of JustCall Call queues – Route calls to the right agent using IVR, skill-based routing, and caller information to ensure customers reach the right agent and are not kept waiting.

voip 52

voip Interactive Voice Response APIs Contact Center 52

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

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 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

JustCall

APRIL 24, 2023

Integrations Another important aspect you must consider is how readily the software is able to integrate with your enterprise applications. Convoso Overview Convoso is a one-of-a-kind contact center software with an added gamification twist. Squaretalk Overview Squaretalk is a versatile telemarketing solution.

voip 52

voip CRM Enterprise Call Center 52

DMG Consulting

MAY 7, 2018

The new, more flexible and responsive generation of knowledge management solutions fill this need by providing a centralized repository for information gathered from across the enterprise. KM facilitates collaboration among departments, which improves the customer experience.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 9, 2020

“The next stage in the process of understanding customer needs is customer journey analytics, which will utilize automation to analyze the massive amounts of customer data in contact centers in order to identify any impediments to an optimized customer experience.” .

Consulting 48

Consulting Consulting Marketing Contact Center 48

DMG Consulting

JULY 19, 2017

This Report covers all aspects of this emerging IT sector, which is attracting a great deal of interest because of its numerous uses and benefits for enterprises, contact centers and customers. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

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

Hodusoft

AUGUST 9, 2023

As per a study conducted by Clutch, more than one-fourth of small businesses surveyed outsource their customer service to BPOs (business process outsourcing organizations). When it comes to mid-sized and enterprise-level organizations, many of them follow suit. You get two options as you look for a suitable BPO.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Nicereply

JANUARY 18, 2023

Help desk software can automate a number of processes like ticket creation, ticket routing, prioritization, and escalation while giving agents more time to focus on interacting with customers and resolving customer issues. It is considered the best tool for large enterprise teams.

Self service 52

Self service Analytics Enterprise APIs 52

DMG Consulting

JUNE 12, 2019

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

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

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

Creative Virtual

JULY 18, 2019

Contact centres require a great deal of investment for organisations – from recruiting and training staff to putting the right tools in place for agents – and yet still often deliver a poor customer experience. Chatbots also lend themselves well to gamification around content awareness, skills training and performance improvements.

Interactive Voice Response 40

Interactive Voice Response Chatbots Virtual Agent Self service 40

DMG Consulting

OCTOBER 18, 2017

Currently, there are two categories of speech analytics vendors in the market: a large group of competitors who sell basic applications that focus on identifying key words and phrases, and a smaller set of feature-rich solution providers who offer extensive business intelligence platforms that provide enterprise-level data.

Consulting 48

Consulting Consulting Analytics 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

DMG Consulting

AUGUST 21, 2017

The digital transformation taking place throughout enterprises is creating a greater need and broader opportunities for robotic process automation (RPA) and desktop analytics. This Report explores all aspects of these related but distinct IT sectors. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

AUGUST 21, 2017

The digital transformation taking place throughout enterprises is creating a greater need and broader opportunities for robotic process automation (RPA) and desktop analytics. This Report explores all aspects of these related but distinct IT sectors. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48