DMG Consulting

FEBRUARY 25, 2019

Service, quality management, and the customer journey will all see big gains. The main obstacle to progress for traditional quality management (QM) is that few companies can afford the resources to properly staff a traditional QM function. Speech Analytics and AI Is a Winning Combination. By Donna Fluss.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

DMG Consulting

NOVEMBER 1, 2017

Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” 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 25, 2018

Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. This revenue growth came primarily from 5 vendors: NICE, Verint, Calabrio, Aspect and Genesys. As has been the case for close to two decades, NICE and Verint dominated every WFO revenue segment and category in 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 16, 2018

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

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

JANUARY 17, 2018

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

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

NOVEMBER 29, 2017

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

Consulting 48

Consulting Consulting Contact Center Marketing 48

Playvox

MARCH 19, 2024

As NLP, ML, and conversational AI evolved, modern contact centers embrace AI-powered chatbots, virtual agents or assistants, voice recognition, and other tools to deliver self-service options to customers. AI-infused quality management is enabling leaders to stop problems before they start. And the list goes on.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

DMG Consulting

APRIL 16, 2019

of capturing feedback from customers. Interaction analytics collects data from free-form, open-ended dialogues; it can also mine customer data from the web and social media to extract information about customer sentiment. Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.)

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Global Speech Networks

JANUARY 10, 2022

This sounds like a long list of nigh-impossible tasks — but with call centre quality management software and advanced contact centre analytics, it’s easier than you might think. You’ll see the results in numerous areas, but perhaps most important is customer feedback. Quality Management . Why a customer 360?

Brand ambassadors 52

Brand ambassadors Virtual Agent Quality management Analytics 52

JustCall

APRIL 5, 2023

Call recording – Calls are recorded for quality and training. Agent scripting – Agents can be provided with predetermined scripts to increase customer engagement. Virtual Numbers: You can leverage local and toll-free virtual numbers with no provisioning required.

voip 52

voip Interactive Voice Response APIs Contact Center 52

DMG Consulting

MAY 7, 2018

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

Consulting 48

Consulting Consulting Marketing Management 48