Fonolo

MAY 17, 2017

An Interactive Voice Response System (IVR). In the 21st Century, you’re more likely to be eaten by a shark than to find a call center without an Interactive Voice Response System or IVR. Gamification. Voice Biometrics. New Contact Center Technologies You Should Consider.

Contact Center 70

Contact Center Technology Interactive Voice Response Gamification 70

Noble Systems

APRIL 21, 2020

Interactive Voice Response (IVR) – Voice menus that allow callers to complete actions over the phone via voice or keypad input (or through spoken responses, with more advanced speech recognition features), similar to auto attendants, but with more flexibility and functionality.

call center software 80

call center software Call Center Technology Contact center software 80

Noble Systems

MARCH 19, 2021

Auto-Attendant and IVR. Adding an IVR (interactive voice response) to the mix provides additional options, such as gathering more specific information to help send the call to the right place (ie, differentiating between a new order, customer service on a previous order, or a billing question). allow the number.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

UJET

NOVEMBER 3, 2020

Without AI, customers often spend extra time navigating generic IVR (interactive voice response) menus. Instead of just relying on text and videos to train your agents, AI empowers you to offer gamification training—or interactive, game-style training courses. AI Streamlines Agent Training.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

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

Fonolo

DECEMBER 6, 2022

Why not upgrade your Visual IVR to have multi-lingual support, too? . Finally, if your chosen communication channel has remained phone and IVR for the last five years, conduct some audience research to see what channels your customers prefer to communicate with. Use incentives and gamification . DID YOU KNOW?

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

UJET

NOVEMBER 3, 2020

Without AI, customers often spend extra time navigating generic IVR (interactive voice response) menus. Instead of just relying on text and videos to train your agents, AI empowers you to offer gamification training—or interactive, game-style training courses. AI Streamlines Agent Training.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

DMG Consulting

AUGUST 9, 2018

DMG covers emerging contact center trends and IT sectors that are likely to have a lasting impact on the market. For businesses, the bottom-line benefits of IVAs are compelling; even a small increase in automation utilization rates can both improve the customer experience and net millions in savings per year.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

Fonolo

APRIL 27, 2021

These features can incorporate call routing, log calls more seamlessly, and improve multichannel responsiveness. Choosing an automated technology that easily integrates with your current customer service infrastructure can help with voicemail, IVR, and other features. Top Contact Center Technology Trends in 2021.

Call Center 128

Call Center outsourcing Abandon rate Gamification 128

Noble Systems

SEPTEMBER 3, 2019

Incorporating Gamification into your new hire and perpetual training programs allows agents to develop and strengthen competencies at their own pace. The right IVR solution can provide better customer service as well as reduce the reliance on your agents. Gamification. Gamification uses game mechanics to make training more fun.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Aspect

OCTOBER 19, 2017

We are now 5 months into our 2 nd year of collecting data from our customers and prospects and have some early insights and trends to share. Below we’ve shared three pieces of insight that we were able to gather from our initial responses. Less than half of the respondents felt that their IVR was providing a good customer experience.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

Noble Systems

MARCH 30, 2020

Analyze issues and trends. Contact center analytics that monitors 100% of interactions across channels can provide insight into present-day customer concerns. They may also reveal ideas for changes to IVR routing. Gamification applies game elements and principles in non-game settings such as work environments.

Management 90

Management Gamification Contact Center Coaching 90

DMG Consulting

NOVEMBER 14, 2020

It analyzes vendors, products, functional capabilities, pricing, as well as market, business and servicing trends and challenges. The 2020 – 2021 Digital Customer Service Product and Market Report provides an in-depth analysis of the digital servicing market. For more information, visit www.dmgconsult.com. # # #.

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

APRIL 15, 2020

The Report explores the impact of trends such as the digital transformation, the gig economy, artificial intelligence (AI) enablement, automation and the hybrid workforce on the WFM market. Today’s WFM solutions are evolving to keep pace with the changing business world. For more information, visit www.dmgconsult.com. # # #.

Consulting 62

Consulting Consulting Marketing Management 62

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.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Transparent BPO

AUGUST 13, 2019

Make It Easier to Do Business Reversing the trend in customer dissatisfaction demands that we make it easier for customers to do business with us. That starts by understanding customer pain points, such as being required to repeat information multiple times and letting IVRs get in the way. Conclusion Trends come and go, says Serenova.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

DMG Consulting

NOVEMBER 29, 2017

DMG’s tenth annual report on this sector provides deep insights into the competitive landscape, vendors, products, and trends and challenges that are shaping this market and driving innovation. 2017 was the breakthrough year for the cloud-based contact center infrastructure (CBCCI) market.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

DECEMBER 10, 2019

The Report complements DMG’s annual Contact Center Workforce Optimization Market Share Report , which looks at WFO market performance and activity for the full year, and DMG’s Contact Center Workforce Optimization Product and Market Report , which reviews vendors, technology, trends and challenges, pricing, and more. million, up from $1,685.1

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 9, 2020

DMG’s 16 th annual report on this fundamental contact center sector examines the servicing, business and management mega trends that are driving transformational changes in the contact center, the workforce and the technology that supports them. Contact center WFO revenue grew by 83.3%, equivalent to a 7.9%

Consulting 48

Consulting Consulting Marketing Contact Center 48

DMG Consulting

JUNE 12, 2019

The trend toward automation will drive substantial changes in WFO solutions and the competitive landscape.”. For more information, visit www.dmgconsult.com. # # #.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Fonolo

FEBRUARY 20, 2019

During crisis-related call spikes, the IVR can dvise customers waiting in the queue that they can avail of a call-back. The Top Contact Center Trends to Watch in 2019. What’s Inside: Gamification in the Contact Center. Voice-Powered Technology (VPT). Offer Call-backs. Become a contact center super hero in record time!

Call Center 89

Call Center Management Contact Center Gamification 89

Fonolo

JANUARY 29, 2019

You may know a few of these already, but trust us: It never hurts to revisit some of the pivotal advancements, trends, stats, and interesting facts that have made waves in the call center industry (both past and present). Automated Telephone Systems (IVR) and “the inability to reach a live person for customer support.”

Call Center 85

Call Center Airlines Contact Center Self service 85

DMG Consulting

OCTOBER 17, 2019

The 2019 – 2020 Robotic Process Automation Product and Market Report provides a detailed and insightful analysis of the overall RPA market, competitive landscape, technology, products, functional capabilities, and the servicing and market trends that are driving adoption and innovation.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

NOVEMBER 1, 2017

The Report complements DMG’s annual Workforce Optimization Market Share Report , which looks at WFO market performance and activity for the full year, and its Workforce Optimization Product and Market Report , which reviews vendors, technology, trends and challenges, pricing, and more.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MAY 25, 2018

Sales of robotics/robotic process automation (RPA) solutions picked up great momentum in the past 12 months, and while still a relatively small component of total contact center WFO revenue, they are displaying a “hockey stick” growth pattern, a trend that DMG predicts will continue for the next few years. “AI

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

OCTOBER 18, 2017

DMG’s 12 th annual edition of this Report provides a comprehensive review and unparalleled analysis of the competitors, products, features, pricing, payback, and trends and challenges in this complex technology sector. The next step for speech analytics is to enter the world of data science.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

SEPTEMBER 26, 2018

DMG’s 13th annual edition of this Report provides comprehensive coverage and authoritative analysis of the competitors, products, features, pricing, payback, and trends and challenges in this complex technology sector. Innovation in the speech analytics (SA) market is reinvigorating this highly valuable sector.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

MARCH 31, 2019

The 2019 – 2020 Workforce Management Product and Market Report provides an in-depth analysis of the contact center WFM market, the competitive landscape, market trends and challenges, vendors, product suites, technology and innovation. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

JUNE 11, 2019

The 2019-2020 Intelligent Virtual Agent Product and Market Report provides a comprehensive analysis of this developing IT sector, including the competitive landscape, technology, products, functional capabilities, and the servicing and market trends that are driving adoption and innovation.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

DECEMBER 11, 2019

DMG’s twelfth annual report provides a thorough and authoritative analysis of the products, innovation and competitive landscape, and the business, market and technology trends and drivers that are shaping the cloud-based contact center infrastucture (CBCCI) market. . For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2017

The 2017 Contact Center Workforce Management Product and Market Report provides an in-depth analysis of the WFM market, competitors, suites, competitive landscape, innovation, end-user satisfaction, as well as market, business and servicing trends and challenges. It analyzes WFM market activity and provides 5-year market projections.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

AUGUST 3, 2018

DMG covers emerging contact center trends and IT sectors that are likely to have a lasting impact on the market. DMG predicts that the RPA market will continue to experience a significant rate of growth (100% or higher) during each of the years from 2018 through 2022. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

AUGUST 21, 2017

DMG covers emerging contact center trends and IT sectors that have a lasting impact on the market. The 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report provides an in-depth analysis of the desktop analytics and emerging RPA sectors. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

AUGUST 21, 2017

DMG covers emerging contact center trends and IT sectors that have a lasting impact on the market. The 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report provides an in-depth analysis of the desktop analytics and emerging RPA sectors. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . AI-Enabled Self Service (34.8%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

DMG Consulting

JULY 19, 2017

In the future, IVAs will use an increasing amount of self-learning technology that allows them to get “smarter” over time and adapt to customers’ individual preferences as they “learn” from past interactions to improve their understanding of what customers want and need. For more information, visit www.dmgconsult.com. # # #.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

MARCH 16, 2018

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

Consulting 48

Consulting Consulting Marketing Management 48