DMG Consulting
JUNE 27, 2022
Making the Case for an Intelligent Virtual Agent. Self-service has become the preferred form of customer support for many consumers, so long as it works. These conversational, AI-enabled solutions are essential for the success of contact centers and service organizations of all sizes. June 27, 2022 By Donna Fluss.
Xaqt
JUNE 1, 2020
With the rapid adoption of Contact Center-as-a-Service (CCaaS) platforms, it's now easier than ever for companies to launch their own contact center rather than outsource the function. Amazon, Google, Microsoft) and well-funded start-ups are selling the value proposition of bots, virtual agents and AI to their enterprise customers.
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Upstream Works
JANUARY 18, 2022
Remote working has been significantly accelerated, as have the technologies used to support it. Now, they are unable to meet basic service levels. Artificial intelligence is still an important initiative, but efforts should be focused primarily on augmenting the agent’s capabilities.
DMG Consulting
JUNE 9, 2023
increase in seats in the 12 months between December 2021 and December 2022, the CCaaS market remains one of the fastest-growing sectors in the contact center technology market, a trend DMG expects to continue for the next few years. Both traditional and generative artificial intelligence (AI) technologies are influencing CCaaS adoption.
DMG Consulting
SEPTEMBER 14, 2021
At the same time, chief operating officers are trying to figure out how to improve productivity through intelligent technology, specifically artificial intelligence (AI) and robotic process automation (RPA), to decrease their companies dependence on what appears to be a fickle human workforce.
Hodusoft
OCTOBER 19, 2023
Technology Integration One of the best and most powerful strategies to reduce costs in Business Process Outsourcing contact centers is the implementation of the latest technologies. Effective use of technology not only helps streamline operations but also improves the contact center’s efficiency.
Insite Managed Solutions
SEPTEMBER 20, 2018
If you know you have a consistent knowledge base, perhaps it’s time to take it a step further to enable self-service options. As call volume goes down, service levels increase and wait times may become shorter. Agents knowledge and speed improve when servicing customers.
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