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. IVRs Will Get A Much-Needed Update. Interactive voice response (IVR) systems have developed a bad reputation over the years.

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. Self-service IVR was a popular choice, with 42% of organizations increasing its use on the heels of COVID.

Call Center 124

Call Center Self service Gamification Contact Center 124

Spearline

DECEMBER 19, 2022

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. No matter what 2023 holds for contact center enterprises, this much will remain constant; exceptional CX guarantees success through any crisis.

Contact Center 52

Contact Center Interactive Voice Response Self service Gamification 52

Jon Arnold

MARCH 28, 2019

Noble CC is the main platform, and seems to cover the bases - omnichannel, inbound and outbound calling, advanced IVR, skills-based routing and a full range of compliance check-boxes. WFM is self-explanatory, IQ is their analytics suite, and Game is gamification. Around CC are three complementary pieces - WFM, IQ and Game.

Gamification 75

Gamification Contact Center Scripts Interactive Voice Response 75

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. Recent advancements in AI technology, along with consumer preferences for self-service options in digital channels, are driving interest in and adoption of IVAs.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

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.

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Consulting Consulting Interactive Voice Response Virtual Agent 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

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 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

With features like call recording, IVR (Interactive Voice Response), call forwarding, and voicemail. Clearly, Genesys is for enterprises that can afford to pay more. For example, there are AI and other enterprise-oriented applications if you should need them. Genesys also offers various add-ons.

call center software 52

call center software Call Center Interactive Voice Response Call Logging 52

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

Noble Systems

FEBRUARY 10, 2021

To meet customer expectations, agents must be able to access all pertinent customer data in one place from a variety of sources – CRM, external databases, speech analytics and other enterprise systems. It also powers intelligent IVR , optimized and scalable workforce management , predictive analytics , self-service, and hyper automation.

Contact Center 98

Contact Center Gamification Self service Analytics 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

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. Customers these days are demanding chat options or interaction via a video platform with an agent to resolve more complex issues. Contact Center Technology Trends to Watch in 2022. The way forward.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

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

Fonolo

NOVEMBER 17, 2020

Storyline: Gamification. While cost reduction is typically the main factor when investing in an enterprise solution – it’s no longer the sole motivator for moving to Contact Center as a Service (CCaaS). Why Gamification Matters. In this video, experts discuss if gamification will grow in the next year. 3. Gamification.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

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. 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

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

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

Noble Systems

APRIL 14, 2021

A single, unified omnichannel solution encompasses inbound calls and outbound contacts, as well as non-voice channels and quick access to critical customer information. Collaboration and Engagement – When employees work remotely, the way they interact with the rest of the team and their managers changes drastically.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

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

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

JUNE 11, 2019

The current generation of IVAs, which use AI, machine learning, natural language understanding (NLU) and natural language processing (NLP), can help enterprises cut costs, make it easier for customers to conduct business, and improve the experience for everyone involved. Botanic Technologies and Capito.ai are covered at a high level.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

JustCall

AUGUST 10, 2022

Call queues – Route calls to the right agent using IVR, skills-based routing, and caller information to ensure customers reach the right agent and are not kept waiting. Multi-level IVR with automatic call distribution based on requisite filters. Image Source. Top Features of JustCall. Users get 70% off on the first month.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

Nicereply

JANUARY 18, 2023

It is considered the best tool for large enterprise teams. Zendesk offers an integrated ticketing system, email, voice, SMS, and live chat support, messaging across web, mobile and social, AI-powered automated answers, help center, easy to set up automation and workflows, reporting and analytics, advanced ticket routing, etc.

Self service 52

Self service Analytics Enterprise APIs 52

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

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

Consulting 48

Consulting Consulting Marketing Management 48

Noble Systems

APRIL 21, 2020

VoIP via home broadband along with a VPN connection to the corporate network will provide secure access to enterprise applications such as CRM, workforce engagement, analytics, and gamification systems. Be sure that IVR routing helps customers get to the information they need as quickly and efficiently as possible.

Call Center 68

Call Center Schedule adherence Contact Center Gamification 68

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.

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

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 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

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

Hodusoft

AUGUST 9, 2023

When it comes to mid-sized and enterprise-level organizations, many of them follow suit. For instance, IVR will provide callers with a wide range of options ranging from the language they speak to the department they want to speak to, and the problems they have with the product or service.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

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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Consulting Consulting Marketing Gamification 48