These 8 Technologies Are Transforming the Contact Center

DMG Consulting

These 8 Technologies Are Transforming the Contact Center. Bots and the more advanced intelligent virtual agents (IVAs), enabled by AI and machine learning, are rightfully attracting a great deal of attention. This technology is finally delivering on its potential to find the root cause of customer issues and is starting to be used outside of contact centers to enhance the customer journey throughout the enterprise. Gamification.

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. Background: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2019-2020 Intelligent Virtual Agent Product and Market Report. Botanic Technologies and Capito.ai

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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. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2018 Intelligent Virtual Agent Product and Market Report.

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. 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 Intelligent Virtual Agent Product and Market Report.

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG Consulting

Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. 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.

Knowledge Management in the Era of AI

DMG Consulting

The addition of natural language understanding and natural language processing (NLU/NLP) technology is speeding up and automating the data acquisition process. AI and machine learning technology are becoming integral components of KM solutions, helping companies improve data integrity, find data gaps and create new content. Gamification techniques are being used to track and reward knowledge contributors and knowledge users. Knowledge Management in the Era of AI. 7/4/2018.

Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner. Predictive analytics can also be used internally to identify and understand the drivers of agent churn and to recommend intervention.

Technology to Improve Call Center Agent Engagement & Productivity

CSR Inc.

Earlier this month, I discussed the growing trend towards home-based call center agents. It’s a field that – without a doubt – has been exclusively enabled by technology. But the role of tech in the call center industry stretches well beyond enabling virtual agents. There was a recent post over at CallCentreHelper.com on 25 Ways Technology Can Increase Agent Productivity.

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040

DMG Consulting

Enterprises are looking to the future and are trying to ensure their viability in a rapidly changing world of technology and automation. Companies are making long-overdue improvements to their technology and pushing forward with innovative uses for automation throughout the enterprise.

WFM Solutions for a more Agile Business World

DMG Consulting

Technology must adapt and transform, and nowhere is this more evident than in the workforce management (WFM) sector. Flex staffing has paved the way for the gig economy and scheduling practices that are built for “real agents and real life.”

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

DMG Consulting

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. The vendors are adding advanced AI-enabled technologies, including supervised, semi-supervised and unsupervised machine learning, as well as predictive analytics, to their solutions. DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report.

Lessons Learned on Current Workforce Trends and Their Impact on Agents and Contractors

Liveops

Particularly for independent agents and contractors. Shifting to an omnichannel approach—one that relied heavily on a robust digital presence—resulted in the rise of virtual agents and contractors across a number of industries. Our agents are dedicated to this.

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report

DMG Consulting

The Report examines the business, market and technology trends and challenges confronting contact centers in the wake of the COVID-19 pandemic. It explores the technology and applications of new-gen WFM, which is an essential part of the transformation taking place in contact centers. . For agents working at home, the pandemic has also shifted their work/life balance in often unexpected ways. DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report.

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG Consulting

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/2/2020.

Contact Center of the Future Part 3 - Managers

Eckoh

Last time in our series, we talked about the Agent of the Future and the super-powers they’ll use to delight tomorrow’s customers. To meet the needs of the customers and agents of the future, contact centers will need to be ultra agile.

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report

DMG Consulting

Workforce priorities have shifted, as have other management trends, including the introduction of innovative smart technology, expanding global business and broader market opportunities. Predictive analytics is already helping companies make better hiring decisions and reduce agent churn.

DMG Consulting Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report

DMG Consulting

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. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people.

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report

DMG Consulting

Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. 9/30/2020.

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report

DMG Consulting

As much of the workforce was forced to relocate to their homes, companies have relied on IA solutions to rapidly identify customer issues so that agents and self-service solutions can be prepared to handle the high volumes of interactions they are receiving.

DMG Consulting Releases 2019 Call Tracking Product Report

DMG Consulting

Call tracking is also a step in the customer journey; it gathers important details about customers and their buying preferences, and shares this data with the contact center, where it can be used to optimize sales by routing calls to the most appropriate agent. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. DMG Consulting Releases 2019 Call Tracking Product Report. 7/17/2019.

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

DMG Consulting

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. The digital transformation is underway, enterprise requirements have changed, and cloud computing is the technology of the future.

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

DMG Consulting

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. The new generation of solutions, bolstered by smarter and faster technology, are offering innovations that support these initiatives,” says Donna Fluss, President of DMG Consulting LLC.

DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report

DMG Consulting

DMG Consulting’s third report on robotic process automation (RPA) focuses on contact center, back-office and enterprise uses of this technology. Organizations are using RPA in a hybrid staffing mode, where the technology works “side by side” or as a virtual “assistant” to humans by looking up information in a knowledge base, auto-completing forms with data obtained from internal or external sources, and much more.

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Market Report

DMG Consulting

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. . The CBCCI vendors are delivering vastly improved user interfaces and experiences (UIs and UXs), agent desktops, enhanced routing capabilities, new key performance indicators (KPIs), and better analytics and reporting.

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

DMG Consulting

The Report is designed to help organizations select the right solution, technology, functionality and partner to meet their existing and future front- and back-office WFM needs. Flex scheduling, agent self-service and adaptive real-time scheduling are the new standard of WFM. Many of these new algorithms leverage AI technologies and are optimized for each discrete channel. DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. 3/27/2019.

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

DMG Consulting

The leading CBCCI vendors recognize that AI is the future of contact center technology. They are in the forefront of leveraging AI and machine learning in their solutions, including sophisticated routing capabilities, analytics (with a focus on predictive analytics), intelligent virtual assistants (IVAs), chatbots and robotic process automation (RPA), and WFO solutions such as workforce management (WFM).

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

DMG Consulting

Interaction analytics finds patterns by individual customer or agent, as well as for contact centers, other departments, and for the organization overall,” said Donna Fluss, President of DMG Consulting. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. 8/28/2019.

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report

DMG Consulting

Intelligent automation will make substantial contributions to contact centers by taking over many routine, time-consuming tasks previously performed by agents and improving service quality”, said Donna Fluss, President of DMG Consulting LLC. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report. 6/5/2019.

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

DMG Consulting

The 416-page Report is designed to help organizations select the right solution, technology, functionality and partner to meet their existing and future front- and back-office WFM needs. The market is experiencing a major technology refresh due to the transition to the cloud and digital transformation. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people.

Conversational AI in the Contact Centre

Creative Virtual

Contact centres require a great deal of investment for organisations – from recruiting and training staff to putting the right tools in place for agents – and yet still often deliver a poor customer experience. Plagued by long wait times, agents dealing with inadequate or incomplete access to information and a disconnect from digital channels, contact centres are struggling to meet customer service expectations.

DMG Consulting Releases 2018 Knowledge Management Product and Market Report

DMG Consulting

Today’s knowledge management applications run in the cloud, use the newest database technology, allow delivery of content to different groups of users in a variety of channels, embed content management capabilities to gather and prepare data from unlimited sources, and utilize highly sophisticated and fast search software to deliver information. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people.

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

DMG Consulting

There are over 150 CBCCI competitors world-wide, and hundreds of system integrators, technology partners, value added resellers, distributors and others supporting them. These solutions are generally much more technologically current than their premise-based counterparts. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people.

DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report

DMG Consulting

RPA solutions excel in automating routine, repetitive tasks; this can save companies thousands, or even hundreds of thousands of dollars each day, and frees up agents to perform more high-value tasks. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report. 8/1/2018.

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

DMG Consulting

Artificial intelligence (AI) is entering the WFO world, starting with natural language process (NLP) and machine learning, technologies that have great potential to enhance many components of these solutions. ”It’s Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. 1/3/2018.

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report

DMG Consulting

Intelligent automation will make substantial contributions to contact centers by taking over many routine, time-consuming tasks previously performed by agents and improving service quality. This will reduce the need for traditional WFO solutions, as there will be fewer agents. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people.