INDUSTRY INSIGHTS YOUR PEERS ARE READING
The Omni-Channel Agent Experience. In this age of digital transformation, customers and prospects must be able to easily access an enterprise from any channel – phone, self-service (websites, interactive voice response (IVR) systems, intelligent virtual agents (IVAs)), email, chat, co-browse, SMS, social media and video. Customer and agents must be able to transition easily between channels. MORE
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. MORE
Consumers of all ages are showing a preference for self-service solutions over talking to agents or using chat boxes, provided they do their jobs well. They haven’t changed their minds about the hundreds of poorly designed interactive voice response (IVR) systems—far from it. MORE
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. MORE
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. DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. 5/23/2018. New-gen solutions are the future of this mature sector. MORE
Computer telephony integration, or CTI, is any technology which allows computers to interact with telephone systems. Computer telephony integration also lets your communication devices to communicate with one another: phone, computer, fax, voice mail, mobile, etc. MORE
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. MORE
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. MORE
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 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/4/2018. Differentiated and compelling capabilities driving growth. MORE
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. These automated capabilities are changing the responsibilities of employees and the dynamics of contact centers and back-office functions, for the better. MORE
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. MORE
Flex scheduling, agent self-service and adaptive real-time scheduling are the new standard of WFM. Leading WFM solutions have re-imagined the traditional fixed-shift staffing paradigm and utilize flex scheduling, which empowers agents to create and manage their own schedule via self-service portals. DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. 3/27/2019. Strong momentum driving market growth and investments. MORE
In a recent article , Shelby Faris takes in in-depth look at Interactive Voice Response (IVR) technology. With these challenges in mind, Faris suggests that the future of IVR lies within a hybrid of AI bot technology and live, human agents. MORE
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. MORE
They have become more demanding in terms of faster responses. When the customer issues require multiple interactions for the right solution it impacts the cost factor. Customers don’t want to repeat their problems to many agents. They want the agent to know their history and resolve the issue in the shortest time frame possible. Agents with access to details across all channels provide the best service. virtual agents. MORE
Frost & Sullivan awards Purchasing Power ® for their AI-Powered Virtual Agent created in partnership with SmartAction ® to enable conversational self-service for their customers. News AI Artificial Intelligence Conversational AI Self-service virtual agent MORE
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. MORE
I mean, you wouldn’t call your customer service agent by a different name other than the one they gave you, right? with artificial intelligence, so that people can interact with brands or services through bots. Brand Agent. Virtual Agent. Virtual Assistant. MORE
Leading cloud-based contact center infrastructure (CBCCI) offerings are omni-channel solutions that handle inbound, outbound and blended voice and digital interactions; and support channel escalation, or the ability for customers and agents to seamlessly migrate/pivot from one channel to another without losing contact history or context. MORE
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. We also expect to see more speech analytics ’seats’ being sold as embedded capabilities in other applications, such as intelligent virtual agent (IVA) solutions.”. DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. 9/26/2018. MORE
Answer: Customer journey mapping provides enterprises with a visual representation of the touchpoints that prospects or customers traverse when interacting with their organization, from the first touch through the last. CJA solutions include big-data capabilities that capture, measure, analyze and evaluate the quality and outcome of the customer (or prospect) experience for all customer-facing self-service and agent-assisted interactions, channels and activities. MORE
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. 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. MORE
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. MORE
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. MORE
Interactive voice response (IVR) allows a company’s computer system to engage with customers through voice and touch-tone telephone keypads. They must take a hard look at the details involved in every interaction a customer has with the business along the entire journey. MORE
Imagine a voice self-service solution, also known as an interactive voice response system (IVR) that self-corrects when it realizes customers are dropping out at a certain point in the script (application). Imagine an ACD that continuously enhances its routing algorithms, ensuring that the right transactions are delivered to the best-suited agents or associates. Thank you for your interest in DMG Consulting’s publications. MORE
Recent advancements in artificial intelligence (AI) technology coupled with consumer preference for digital channels, is driving interest in and adoption of intelligent virtual agents (IVAs) and a related technology, robotic process automation (RPA). Voice biometrics is another high-tech solution that is going mainstream; a leading bank’s recent ad campaign publicizes that they know customers “by the sound of their voice.” Intelligent virtual agents (IVAs). MORE
Computer telephony integration, or CTI, is any technology which allows computers to interact with telephone systems. Computer telephony integration also lets your communication devices to communicate with one another: phone, computer, fax, voice mail, mobile, etc. MORE
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. MORE
Imagine a voice self-service solution (also known as an interactive voice response system, IVR) that self-corrects when it realizes that customers are dropping out at a certain point in the script (application). Imagine an ACD that continuously enhances its routing algorithms, ensuring the right transactions are delivered to the best-suited agents/associates. The AI Revolution: What’s Real and What’s Not . MORE
IVA Is the Future of Voice Self-Service. Intelligent virtual assistants (IVAs) are systems that use artificial intelligence (AI), machine learning, natural language processing (NLP) and natural language understanding (NLU) to automate the handling of customers’ and employees’ requests and tasks that can be addressed and resolved without requiring the cognitive capabilities of human beings. This is often the reason why customers request a live agent.) MORE
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. DMG Consulting Releases 2019 Call Tracking Product Report. 7/17/2019. Improved marketing effectiveness for the digital era. MORE
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. DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report. 6/5/2019. New-gen solutions are the future of this mature sector. MORE
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. MORE
If a solution or investment also contributes to agent engagement and retention, it’s even better. In any case, these three applications can make major contributions to enterprises, customers, and agents, and should be considered by all contact centers as they begin to plan their 2018 budgets. Intelligent Virtual Agents (IVAs). IVAs are self-learning; their intelligence is continually evolving based on data inputs from each new interaction. MORE
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. MORE
Fonolo
JANUARY 17, 2018
I mean, you wouldn’t call your customer service agent by a different name other than the one they gave you, right? with artificial intelligence, so that people can interact with brands or services through bots. Brand Agent. Virtual Agent. Virtual Assistant.
DMG Consulting
AUGUST 10, 2018
Recent advancements in artificial intelligence (AI) technology coupled with consumer preference for digital channels, is driving interest in and adoption of intelligent virtual agents (IVAs) and a related technology, robotic process automation (RPA). Voice biometrics is another high-tech solution that is going mainstream; a leading bank’s recent ad campaign publicizes that they know customers “by the sound of their voice.” Intelligent virtual agents (IVAs).
SmartAction
NOVEMBER 19, 2019
Frost & Sullivan awards Purchasing Power ® for their AI-Powered Virtual Agent created in partnership with SmartAction ® to enable conversational self-service for their customers. News AI Artificial Intelligence Conversational AI Self-service virtual agent
DMG Consulting
DECEMBER 7, 2017
Imagine a voice self-service solution, also known as an interactive voice response system (IVR) that self-corrects when it realizes customers are dropping out at a certain point in the script (application). Imagine an ACD that continuously enhances its routing algorithms, ensuring that the right transactions are delivered to the best-suited agents or associates. Thank you for your interest in DMG Consulting’s publications.
DMG Consulting
OCTOBER 4, 2017
If a solution or investment also contributes to agent engagement and retention, it’s even better. In any case, these three applications can make major contributions to enterprises, customers, and agents, and should be considered by all contact centers as they begin to plan their 2018 budgets. Intelligent Virtual Agents (IVAs). IVAs are self-learning; their intelligence is continually evolving based on data inputs from each new interaction.
DMG Consulting
JUNE 11, 2019
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.
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DMG Consulting
JULY 19, 2017
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
AUGUST 21, 2017
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
JANUARY 4, 2019
IVA Is the Future of Voice Self-Service. Intelligent virtual assistants (IVAs) are systems that use artificial intelligence (AI), machine learning, natural language processing (NLP) and natural language understanding (NLU) to automate the handling of customers’ and employees’ requests and tasks that can be addressed and resolved without requiring the cognitive capabilities of human beings. This is often the reason why customers request a live agent.)
DMG Consulting
FEBRUARY 15, 2018
Consumers of all ages are showing a preference for self-service solutions over talking to agents or using chat boxes, provided they do their jobs well. They haven’t changed their minds about the hundreds of poorly designed interactive voice response (IVR) systems—far from it.
DMG Consulting
APRIL 16, 2019
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.
|
DMG Consulting
JULY 16, 2019
Answer: Customer journey mapping provides enterprises with a visual representation of the touchpoints that prospects or customers traverse when interacting with their organization, from the first touch through the last. CJA solutions include big-data capabilities that capture, measure, analyze and evaluate the quality and outcome of the customer (or prospect) experience for all customer-facing self-service and agent-assisted interactions, channels and activities.
DMG Consulting
MARCH 8, 2019
Leading cloud-based contact center infrastructure (CBCCI) offerings are omni-channel solutions that handle inbound, outbound and blended voice and digital interactions; and support channel escalation, or the ability for customers and agents to seamlessly migrate/pivot from one channel to another without losing contact history or context.
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. DMG Consulting Releases 2019 Call Tracking Product Report. 7/17/2019. Improved marketing effectiveness for the digital era.
DMG Consulting
AUGUST 2, 2017
The Omni-Channel Agent Experience. In this age of digital transformation, customers and prospects must be able to easily access an enterprise from any channel – phone, self-service (websites, interactive voice response (IVR) systems, intelligent virtual agents (IVAs)), email, chat, co-browse, SMS, social media and video. Customer and agents must be able to transition easily between channels.
DMG Consulting
SEPTEMBER 26, 2018
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. We also expect to see more speech analytics ’seats’ being sold as embedded capabilities in other applications, such as intelligent virtual agent (IVA) solutions.”. DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. 9/26/2018.
Outsource Consultants
JANUARY 11, 2018
In a recent article , Shelby Faris takes in in-depth look at Interactive Voice Response (IVR) technology. With these challenges in mind, Faris suggests that the future of IVR lies within a hybrid of AI bot technology and live, human agents.
DMG Consulting
OCTOBER 17, 2019
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
OCTOBER 17, 2019
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. These automated capabilities are changing the responsibilities of employees and the dynamics of contact centers and back-office functions, for the better.
DMG Consulting
JUNE 12, 2019
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. DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report. 6/5/2019. New-gen solutions are the future of this mature sector.
DMG Consulting
NOVEMBER 1, 2017
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
MARCH 31, 2019
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 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/4/2018. Differentiated and compelling capabilities driving growth.
DMG Consulting
MARCH 31, 2019
Flex scheduling, agent self-service and adaptive real-time scheduling are the new standard of WFM. Leading WFM solutions have re-imagined the traditional fixed-shift staffing paradigm and utilize flex scheduling, which empowers agents to create and manage their own schedule via self-service portals. DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. 3/27/2019. Strong momentum driving market growth and investments.
Creative Virtual
JULY 18, 2019
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
AUGUST 3, 2018
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. 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.
DMG Consulting
MAY 25, 2018
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. DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. 5/23/2018. New-gen solutions are the future of this mature sector.
DMG Consulting
MAY 7, 2018
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
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. DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. 3/12/2018. Strong momentum driving market growth and investment.
REVE Chat Blog
NOVEMBER 6, 2019
They have become more demanding in terms of faster responses. When the customer issues require multiple interactions for the right solution it impacts the cost factor. Customers don’t want to repeat their problems to many agents. They want the agent to know their history and resolve the issue in the shortest time frame possible. Agents with access to details across all channels provide the best service. virtual agents.
DMG Consulting
JANUARY 17, 2018
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
NOVEMBER 29, 2017
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
SEPTEMBER 12, 2017
Imagine a voice self-service solution (also known as an interactive voice response system, IVR) that self-corrects when it realizes that customers are dropping out at a certain point in the script (application). Imagine an ACD that continuously enhances its routing algorithms, ensuring the right transactions are delivered to the best-suited agents/associates. The AI Revolution: What’s Real and What’s Not .
TechSee
NOVEMBER 19, 2019
Interactive voice response (IVR) allows a company’s computer system to engage with customers through voice and touch-tone telephone keypads. They must take a hard look at the details involved in every interaction a customer has with the business along the entire journey.
aircall
NOVEMBER 4, 2016
Computer telephony integration, or CTI, is any technology which allows computers to interact with telephone systems. Computer telephony integration also lets your communication devices to communicate with one another: phone, computer, fax, voice mail, mobile, etc.
aircall
NOVEMBER 4, 2016
Computer telephony integration, or CTI, is any technology which allows computers to interact with telephone systems. Computer telephony integration also lets your communication devices to communicate with one another: phone, computer, fax, voice mail, mobile, etc.
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