2016 Interactive Voice Response Quality management 
Enghouse Interactive
APRIL 28, 2019
Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT. Zion Market Research 2016.
DMG Consulting
JUNE 7, 2017
The Report provides a detailed and insightful financial analysis of the workforce optimization (WFO) suite providers, applications and sectors for fiscal year 2016. The growth rate of the overall WFO market between 2015 and 2016 was a modest 1.6%. growth rate for both the contact center WFO and WFM sectors, and a 10.7%
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DMG Consulting
NOVEMBER 1, 2017
Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” million between the first half of 2016 and 2017. million between the first half of 2016 and 2017. said Donna Fluss, President of DMG Consulting LLC. million from $1,669.7
DMG Consulting
NOVEMBER 29, 2017
billion (excluding carrier revenue) as of the end of 2016. The cloud has become the dominant sales model for contact center infrastructure solutions, ACDs, dialers, IVRs and more,” said Donna Fluss, President of DMG Consulting LLC. This represents only 11.4% DMG predicts that the number of seats will grow by 22% in 2017, 22.5%
DMG Consulting
MAY 25, 2018
million in 2016 to$1,655.3 Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. million in 2017.
DMG Consulting
MARCH 31, 2017
2016 was a good year for this mature IT sector, which grew by 8.8%, adding 871,999 new seats. The 406-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. For more information, visit www.dmgconsult.com.
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