DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report

DMG Consulting

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2017 Contact Center Gamification Product and Market Report. For customers, gamification is intended to improve loyalty and engagement.

DMG Consulting Releases 2019 Call Tracking Product Report

DMG Consulting

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. DMG Consulting Releases 2019 Call Tracking Product Report. 7/17/2019. Improved marketing effectiveness for the digital era.

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report

DMG Consulting

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. DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. 8/28/2019.

DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report

DMG Consulting

These automated capabilities are changing the responsibilities of employees and the dynamics of contact centers and back-office functions, for the better. DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report. 10/3/2019. Extraordinary demand brings new opportunities for human capital in the age of AI. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report

DMG Consulting

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. DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. 9/26/2018. AI-enabled solutions fueling interest and accelerating sales.

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report

DMG Consulting

IVAs utilize various technologies to handle each interaction: natural language processing (NLP)/natural language understanding (NLU), voice biometrics, predictive analytics, visual interactive voice response (IVR), omni-channel surveying, speech and text analytics, customer journey analytics, computer telephony integration, and other tools, to offer a new generation of “concierge-type” service.

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report

DMG Consulting

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report. 6/5/2019. New-gen solutions are the future of this mature sector. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 16th annual Contact Center Workforce Optimization (WFO) Market Share Report. When: Today, 5 June 2019. Where: Available at the DMG Consulting online store.

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report

DMG Consulting

When an interaction requires human assistance, IVAs function as virtual coaches and provide agents with context-based guidance by accessing information from knowledge bases, FAQs, intranets and other data repositories, as needed. “AI DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. 5/23/2019. Foundational component of next-gen, digitally transformed service organizations.

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report

DMG Consulting

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. 11/1/2017. WFO market is contracting; future is in the cloud. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Workforce Optimization Mid-Year Market Share Report. When: Today, 1 November 2017. Where: Available at the DMG Consulting online store.

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG Consulting

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. 8/22/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. When: Today, 22 August 2017. Where: Available at the DMG Consulting online store.

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report

DMG Consulting

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. 8/22/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. When: Today, 22 August 2017. Where: Available at the DMG Consulting online store.

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG Consulting

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/4/2018. Differentiated and compelling capabilities driving growth. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market. Report. When: Today, 4 December 2018.

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report

DMG Consulting

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. 3/27/2019. Strong momentum driving market growth and investments. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Workforce Management Product and Market Report. When: Today, 27 March 2019. Where: Available at the DMG Consulting online store.

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report

DMG Consulting

dvsAnalytics, Enghouse, Envision, Genesys, HigherGround, inContact (pre-acquisition), Interactive Intelligence (pre-acquisition), Mitel, NICE, OnviSource, OpenText (new to the 2017 Report), TelStrat, TantaComm, Verint, VirtualLogger, Xarios, and ZOOM International. DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. 6/7/2017.

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report

DMG Consulting

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. 3/21/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Workforce Management Product and Market Report. When: Today, 21 March 2017. Where: Available at the DMG Consulting online store.

DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report

DMG Consulting

DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report. 8/1/2018. Market demand is high as opportunity and addressable market for RPA continues to grow. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Robotic Process Automation Product and Market Report. When: Today, 1 August 2018. Where: Available at the DMG Consulting online store.

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report

DMG Consulting

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. 5/23/2018. New-gen solutions are the future of this mature sector. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 15th annual Contact Center Workforce Optimization (WFO) Market Share. Report. When: Today, 23 May 2018. Where: Available at the DMG Consulting online store.

DMG Consulting Releases 2018 Knowledge Management Product and Market Report

DMG Consulting

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. DMG Consulting Releases 2018 Knowledge Management Product and Market Report. 5/2/2018. A market revitalized; driven by digital transformation and growing interest in artificial intelligence.

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report

DMG Consulting

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. DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. 3/12/2018. Strong momentum driving market growth and investment.

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report

DMG Consulting

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. 1/3/2018. New architectures and intelligent automation position WFO sector to suceed. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report. When: Today, 3 January 2018. Where: Available at the DMG Consulting online store.

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report

DMG Consulting

The Report features 12 leading and contending vendors and solutions: 8×8, BroadSoft (who agreed to be acquired by Cisco), Content Guru, eLoyalty, Enghouse Interactive, Five9, Genesys, NewVoiceMedia, NICE inContact, Serenova, Sharpen and Twilio. DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. 11/30/2017. Poised for rapid growth and success, untapped revenue potential in the tens of billions.

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report

DMG Consulting

An even greater opportunity exists for vendors to deliver solutions that are cloud-based and address both speech and text interactions. DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. 10/18/2017. Mature sector with substantial opportunity. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 12th annual Speech Analytics Product and Market Report.

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG Consulting

Designed to emulate human conversations and interactions, IVAs can provide assistance for a growing number of enterprise and contact center activities that previously required the attention of live agents. The market desperately needs new self-service technology that is more accurate, personalized and responsive to customers’ needs,” said Donna Fluss, President of DMG Consulting. DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. 7/19/2017.

Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

who interact with them. Social media depends heavily on real-time responses; omnichannel service requires companies to respond to a variety of media, such as chat, SMS, and video, in real time; and globalization has opened the door to worldwide resources and requires immediate responses for customers worldwide. Enterprises increasingly recognize the need to listen to customers and prospects across voice and digital channels to obtain a comprehensive view of their experiences.

Conversational AI in the Contact Centre

Creative Virtual

Chatbots also lend themselves well to gamification around content awareness, skills training and performance improvements. Chatbots and virtual agents can only give accurate responses if they are backed by a knowledgebase with accurate content. There should be choices to personalise the agent console as well as options for agents to use voice and for the tool to also be deployed on the IVR (interactive voice response) channel.

Six customer service mistakes you probably don’t know you’re making (and how to fix them)

NewVoiceMedia

For example, more and more businesses are using gamification tools such as Motivate, which is designed to promote best practices and productivity among contact centre employees.