DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG

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

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.

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IVAs Can Remake the Self-Service Landscape

DMG

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. IVAs Can Remake the Self-Service Landscape. 2/9/2018. By Donna Fluss. View this document on the publisher’s website.

Buzzwords, De-buzzed: 7 Other Ways to (Not) Say Chatbot

Fonolo

I mean, you wouldn’t call your customer service agent by a different name other than the one they gave you, right? So technically, in this respect, conversational agent is an appropriate alternative in referring to bots. Brand Agent. Virtual Agent.

AI: On the Right Path but Not Yet Real

DMG

Imagine an ACD that continuously enhances its routing algorithms, ensuring that the right transactions are delivered to the best-suited agents or associates. Many of these solutions, including intelligent virtual agents (IVAs) and robotic process automation (RPA) applications, can deliver significant productivity and quality improvements, even though the underlying technology is not true AI but typically a basic form of machine learning.

Are You Ready for Digital Transformation?

DMG

One component of the digital transformation will be investments in technology to automate activities that previously required the participation of agents and other employees. Robotics (also known as robotic process automation (RPA)) and intelligent virtual agents (IVAs) are two applications that are increasingly being used by enterprises to enhance customer satisfaction. Thank you for your interest in DMG Consulting’s publications.

Will AI Mean Less People and More Profit in the Contact Center?

Taylor Reach Group

These bots are known as Virtual Agents and are certainly ideal for use in high volume, low complexity tasks. Service can be delivered by phone, email, web chat, self-service, mobile apps and social media as well as virtual agents.

The Omni-Channel Agent Experience

DMG

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. Thank you for your interest in DMG Consulting’s publications.

What does digital transformation mean for contact centers?

DMG

Beyond the channels available for customer interactions with live agents, digital transformation in contact centers also includes sophisticated self-service capabilities. These applications can complete routine work items more quickly and accurately than humans, freeing agents to handle more complicated and interesting assignments. Question: What does digital transformation mean for contact centers?

Omnichannel Expertise: EPIC Connections and SmartAction Presented with Collaboration Award from NICE inContact

EPIC Connections

We focus on building an environment where intelligent virtual agents are handling complex customer requests in every medium – voice, SMS text, chat, social media, and mobile. This leaves call center agents with time to focus on more meaningful, human-only conversations.

The Benefits of Call Centers with Remote Agents

Outsource Consultants

He goes into detail on the following five trends that will help call centers evolve and provide service that customers are looking for: 1) Build meaningful collaboration into the way agents work and solve problems. The Benefits of Call Centers with Remote Agents. Virtual agents are more likely to feel engaged with their jobs and stay longer.”. Many call centers are utilizing virtual, or remote, agents these days, and it’s paying off big time.

Workforce AI: The Driverless Contact Center

Aspect

Looking specifically at the contact center industry, we have seen a recent flurry of activity around chatbots, intelligent IVRs and virtual agents. Suppose we wanted to design an AI solution to send out broadcast messages to agents regarding the availability of voluntary overtime.

A Glance into the Call Center Crystal Ball

Revation Systems

More consumers are turning to chat when communicating with call center agents, due to the convenience and flexibility it provides compared to voice interactions. Remote Call Center Agents. Today, digital solutions are rapidly changing the way consumers interact with businesses.

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report

DMG

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.

4 Ways Companies Benefit from Using IVR Services

Outsource Consultants

With these challenges in mind, Faris suggests that the future of IVR lies within a hybrid of AI bot technology and live, human agents. Both of these tools will serve as virtual agents for human call center agents to help make them more efficient and improve their service capabilities.

Build your business case to invest more in customer experience – Learn the metrics that move the needle

inContact

First Contact Resolution (FCR) – If you were to choose one other metric (other than CSAT) to measure customer experience that would be FCR, the ability to provide a resolution to customers issues the very first time they connect with agents.

DMG Consulting Releases 2018 Knowledge Management Product and Market Report

DMG

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. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Knowledge Management Product and Market Report. When: Today, 12 March 2018. Where: Available at the DMG Consulting online store.

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

DMG

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 Releases 2018 – 2019 Workforce Management Product and Market Report

DMG

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. 3/12/2018. Strong momentum driving market growth and investment. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 – 2019 Workforce Management Product and Market Report. When: Today, 12 March 2018. Where: Available at the DMG Consulting online store.

How Persuasion Leads to Greater Customer Service

Fonolo

For example, when inquiring if the customer wants to purchase a 20-year warranty, an upsell, on their new kitchen appliance, the agent could inform them of the percentage of buyers that opt-in for that option. Virtual Agent vs. Intelligent Agent.

The Future Customer Experience Will Go Virtual

Win the Customer

Customer experience continues down a path of rapidly advancing technology with trends pointing to a virtual experience. From augmented shopping experiences to completely virtual call centers and agents, the future of customer service is already here. Virtual Call Centers.

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

DMG

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

DMG

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. 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 Cloud-Based Contact Center Infrastructure Market Report. When: Today, 30 November 2017.

How Ontario Minimum Wage Increases Will Impact Contact Centres

Taylor Reach Group

For instance, virtual agent based self-help, currently available at sub-dollar-per-contact, can replace an entry level agent without a great deal of effort as the type of issue cleared by entry level agents are, by their very nature, simple enough that automation satisfies these contacts.

The AI Revolution: What’s Real and What’s Not

DMG

Imagine an ACD that continuously enhances its routing algorithms, ensuring the right transactions are delivered to the best-suited agents/associates. Many of these solutions, including intelligent virtual agents (IVAs) and robotic process automation (RPA) applications, are capable of delivering significant productivity and quality improvements, even though the underlying technology is not true AI but is typically a basic form of machine learning.

Guest Blog: Want to Excel at Customer Service? Transform your Contact Centers into Customer Engagement Centers

ShepHyken

Chatbots which work like virtual agents can solve basic query and transfer a call to ‘live agents’ in case of escalation. Striking the right balance between the use of technology and live agents is the key to great customer service.

Drive to 15 – How Minimum Wage Increases Will Impact Businessess & Contact Centers

Taylor Reach Group

For instance, virtual agent based self-help, currently available at sub-dollar-per-contact, can replace an entry level agent without a great deal of effort as the type of issue cleared by entry level agents are, by their very nature, simple enough that automation satisfies these contacts.

Chat in the Contact Center – an Expert Panel Weighs in – Part 2/3

Taylor Reach Group

How does live chat look right now, but with an artificial bot instead of the live agent, behind the scenes? Colin: AI Chat today, often called chatbots or virtual agents, are not very sophisticated and certainly they are not ready for the scalable bulk response’ world JD is speaking about. This process created situations where the center unable to service the live voice calls to the standards desired, while chat agents waited for chat requests.