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Making the Case for an Intelligent Virtual Agent

DMG Consulting

Making the Case for an Intelligent Virtual Agent. So it should be simple for enterprises to give customers what they want, particularly because it’s also highly beneficial for employees and the bottom line. IVAs are not next-generation IVRs. It’s Time to Replace Your IVR with an IVA. June 27, 2022 By Donna Fluss.

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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. The 2018 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions.

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IVAs: Self-Service Solutions that Work

DMG Consulting

What’s more, consumers believe they have the right to interact with an organization in multiple channels and, when appropriate, to pivot between channels, such as when an intelligent virtual agent (IVA) needs to send information to a consumer’s cell phone via SMS during a phone conversation. IVAs Are Good for Agents and CX.

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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. Foundational component of next-gen, digitally transformed service organizations. Botanic Technologies and Capito.ai are covered at a high level.

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DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG Consulting

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. The 2017 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions. When: Today, 19 July 2017.

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Voice Self-Service Has Become More Popular – and It’s About to Get Much Better

DMG Consulting

F or decades, interactive voice response (IVR) systems, including those that were speech-enabled, were greatly disliked by users, even as adoption continued to grow. There has been great innovation in voice self-service engines, as reflected by the offerings from Amazon, Google, Apple, and Microsoft.

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Bridging the Gap: Why Businesses Need a Cloud Contact Center Solution

3CLogic

The Gap Between Systems of Record and Enterprise Phone Systems. While it’s clear that voice as a communication channel is not going anywhere, the need to modernize legacy phone systems is growing. By itself, modernizing enterprise phone systems to meet these wants and needs is not an issue. 26% want to use SMS for customer care.