DMG Consulting

NOVEMBER 3, 2020

Technology must adapt and transform, and nowhere is this more evident than in the workforce management (WFM) sector. Today’s new-gen WFM suites are striving to stay on pace with modern management trends, smart technology, expanding global business requirements and broadened market opportunities.

Self service 87

Self service Gamification Contact Center Virtual Agent 87

DMG Consulting

APRIL 15, 2020

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. “The

Consulting 62

Consulting Consulting Contact Center Interactive Voice Response 62

DMG Consulting

MARCH 10, 2023

Gamification. Applying gaming techniques to more fully engage and coach agents can enhance CX and the employee experience (EX) while improving quality and increasing productivity. These solutions can be implemented in a few weeks but will take a few months to deliver the expected benefits.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

DMG Consulting

APRIL 15, 2020

Workforce priorities have shifted, as have other management trends, including the introduction of innovative smart technology, expanding global business and broader market opportunities. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

NOVEMBER 14, 2020

Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. We are a strategic advisor to end users and vendors, large and small, and the financial community. For more information, visit www.dmgconsult.com. # # #.

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

AUGUST 3, 2020

Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. We are a strategic advisor to end users and vendors, large and small, and the financial community. For more information, visit www.dmgconsult.com. # # #.

Consulting 62

Consulting Consulting Analytics Marketing 62

DMG Consulting

DECEMBER 7, 2020

Companies worldwide, many of which were planning to transition to a CCaaS solution from their on-premise infrastructure (automatic call distributor (ACD) or dialer), have accelerated their move to the cloud by anywhere from 2 – 6 years, a remarkable rate for the traditionally staid contact center technology market.

Consulting 62

Consulting Consulting Contact Center Marketing 62

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

JULY 31, 2019

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

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 48

DMG Consulting

OCTOBER 17, 2019

DMG Consulting’s third report on robotic process automation (RPA) focuses on contact center, back-office and enterprise uses of this technology. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people.

Consulting 48

Consulting Consulting Marketing Interactive Voice Response 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 31, 2019

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

Consulting 48

Consulting Consulting Marketing Management 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. Many vendors from various IT sectors. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Contact Center 48

Liveops

JANUARY 6, 2022

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. In turn, virtual call centers, receptionist services, and customer service providers have become more in demand than ever. .

virtual call center 62

virtual call center Gamification Virtual Agent Call Center 62

DMG Consulting

JUNE 12, 2019

Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. We are a strategic advisor to end users and vendors, large and small, and the financial community. For more information, visit www.dmgconsult.com. # # #.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

OCTOBER 17, 2019

Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. We are a strategic advisor to end users and vendors, large and small, and the financial community. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Analytics Contact Center 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 16, 2018

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.

Consulting 48

Consulting Consulting Marketing Management 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 Interactive Voice Response 48

DMG Consulting

MARCH 31, 2019

The leading CBCCI vendors recognize that AI is the future of contact center technology. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. We are a strategic advisor to end users and vendors, large and small, and the financial community.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

JANUARY 17, 2018

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. We are a strategic advisor to end users and vendors, large and small, and the financial community.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

AUGUST 3, 2018

Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. We are a strategic advisor to end users and vendors, large and small, and the financial community. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

NOVEMBER 29, 2017

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. billion (excluding carrier revenue) as of the end of 2016.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MAY 25, 2018

Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. We are a strategic advisor to end users and vendors, large and small, and the financial community. For more information, visit www.dmgconsult.com. # # #.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

APRIL 16, 2019

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.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

DMG Consulting

OCTOBER 4, 2018

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.

Management 72

Management Virtual Agent Gamification Technical Support 72

DMG Consulting

MARCH 11, 2021

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. .

Consulting 59

Consulting Consulting Marketing Management 59

Eckoh

JANUARY 31, 2020

The same tools will also allow the managers to monitor and tune their ‘digital agents’ whether they be chatbots, voice bots, virtual agents or concierge solutions, using agent free time to QA automated interactions and feeding the data back into AI training models. You need JavaScript enabled to view it.

Contact Center 52

Contact Center Management Gamification Virtual Agent 52

Creative Virtual

JULY 18, 2019

Conversational AI is increasingly an important piece of these initiatives with chatbots and virtual agents becoming essential tools for providing 24/7 self-service to digital customers. Chatbots also lend themselves well to gamification around content awareness, skills training and performance improvements.

Interactive Voice Response 40

Interactive Voice Response Chatbots Virtual Agent Self service 40

DMG Consulting

MAY 7, 2018

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.

Consulting 48

Consulting Consulting Marketing Management 48

JustCall

APRIL 24, 2023

Convoso Overview Convoso is a one-of-a-kind contact center software with an added gamification twist. Businesses that use Convoso can benefit from its capacity for gamification, as it will help them: Boost user engagement Keep their team motivated to achieve business KPIs through the use of: Leaderboards Points Custom agent avatars, etc.

voip 52

voip CRM Enterprise Call Center 52

JustCall

APRIL 5, 2023

Top Features of Five9 Skills-based routing – Customer calls are assigned to agents with the right skills to address their needs using routing rules. Speech-enabled IVR – IVR technology allows customers to interact with an automated system with recorded messages to access information. You can also message through WhatsApp.

voip 52

voip Interactive Voice Response APIs Contact Center 52

JustCall

MARCH 23, 2023

Kixie leverages technology that allows callers to dial prospects from a local number, which builds rapport and makes it more likely that the prospect will attend the call. Talkdesk’s dashboard Top Features of Talkdesk Voice engagement – Smart routing based on IVR selection, business hours, and agent skills.

Interactive Voice Response 52

Interactive Voice Response call center solutions CRM Contact Center 52