DMG Consulting

NOVEMBER 14, 2020

Enterprises are taking steps to revamp their service organizations, allowing customers to interact via enhanced self-service and digital channels, in addition to voice. A unique feature of conversations in the new digital era is that they can start, stop, start and continue when the customer chooses.

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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. Among the lessons learned from the pandemic is that the work-at-home business model is here to stay. For more information, visit www.dmgconsult.com. # # #.

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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. # # #.

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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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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.

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CSR Inc.

JULY 17, 2016

Earlier this month, I discussed the growing trend towards home-based call center agents. But the role of tech in the call center industry stretches well beyond enabling virtual agents. There was a recent post over at CallCentreHelper.com on 25 Ways Technology Can Increase Agent Productivity.

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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.

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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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DMG Consulting

JULY 31, 2019

Call tracking is also a step in the customer journey; it gathers important details about customers and their buying preferences, and shares this data with the contact center, where it can be used to optimize sales by routing calls to the most appropriate agent. For more information, visit www.dmgconsult.com. # # #.

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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.

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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.

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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.”.

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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. # # #.

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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.

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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.

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DMG Consulting

JUNE 12, 2019

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

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DMG Consulting

MARCH 31, 2019

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

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DMG Consulting

MAY 25, 2018

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

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DMG Consulting

NOVEMBER 29, 2017

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

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DMG Consulting

APRIL 16, 2019

Enterprises increasingly recognize the need to listen to customers and prospects across voice and digital channels to obtain a comprehensive view of their experiences. Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.) of capturing feedback from customers.

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JustCall

APRIL 24, 2023

Integrations Another important aspect you must consider is how readily the software is able to integrate with your enterprise applications. Internal extensions Each agent is given a personal extension line so customers can reach them easily. Call masking Mask private numbers to protect agents’ privacy.

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JustCall

AUGUST 10, 2022

Feedback on JustCall from Real-World Users. JustCall Best-suited for: JustCall can be used by enterprises of all sizes (small, mid, and large) and is perfect for a business looking to implement an all-in-one customer communication platform. Call masking – Mask private numbers to protect agents’ privacy.

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JustCall

APRIL 5, 2023

It also happens to be one of the leading alternatives to TalkDesk for small and mid-sized enterprises. JustCall Best-suited for: JustCall can be used by enterprises of all sizes (small, mid, and large) and is perfect for a business looking to implement an all-in-one customer communication platform. Users get 70% off on the first month.

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JustCall

MARCH 23, 2023

Call recording – Monitor agents for training and feedback by playing back call recordings. Analytics – The dashboard presents call activity metrics like missed call rate, outbound calls, and so on, per agent. Call masking – Keep personal numbers hidden to protect customer and agent identities.

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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. The ability to break down departmental silos and gather information across the enterprise is a game-changer that will benefit the entire organization.”.

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