Gamification Interactive Voice Response Quality management Surveys 
DMG Consulting
MAY 8, 2017
DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. Gamification solutions apply the concepts of games and challenges to motivate, engage and reward employees and customers. When: Today, 10 May 2017.
Expivia
JULY 21, 2021
This tool truly raises the quality of your contact center. You can’t rely on customer surveys to see how well you’re performing. . If an interactive voice response (IVR) system can take care of them, it saves your call center time and money. Gamification. And gamification is a great way to do that. .
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DMG Consulting
DECEMBER 7, 2020
Interaction (speech and text) analytics can empower contact center agents with the information and context they need to handle inquiries, and also identify trends and challenges for the entire enterprise. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.
Serenova
JUNE 6, 2019
In a recent Austin Contact Center Alliance survey, agent recruitment, retention and productivity were cited by members as their top three priorities. For example, are advances in artificial intelligence (AI) and interactive voice response (IVR) the solution? In fact, these are industry-wide issues that impact CX.
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.
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.
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.
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