DMG Consulting

MARCH 8, 2019

The adoption rate of the cloud-based contact center infrastructure market as of the end of 2017 (July 2018) was 14.1% (includes hosted and software as a service (SaaS)), up from 11.4% at the end of 2016 (July 2017). 125/seat/month takes into consideration implementation, professional services and add-ons like WFO.).

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

Win the Customer

DECEMBER 15, 2015

According to research by Gartner, 89 percent of executives are betting on customer experience as their primary mode of competition before the end of 2016. Virtual call centers also need the ability to provide the seamless, omni-channel support customers want, along with the ability to highly personalize the service experience.

Omni-channel support 72

Omni-channel support virtual call center Customer Experience Virtual Agent 72

SmartAction

FEBRUARY 21, 2019

The former Convergys Chief Executive Officer becomes the latest addition to SmartAction’s Board of Directors to assist in the growth of its top-rated AI-powered virtual agent solution for contact centers. He ultimately served on the Board of Directors first as COO, then as CEO, for five years.

Virtual Agent 43

Virtual Agent Self service Contact Center Customer Care 43

Lumoa

JUNE 23, 2021

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots.

Cloud contact 78

Cloud contact Interactive Voice Response Contact Center Chatbots 78

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. Here are my 7 predictions and key advice on where the contact center is going in 2016 and beyond. It’s a relatively new model, equipped with sophisticated sensors that automatically alert the manufacturer if the appliance needs service.

Contact Center 53

Contact Center Analytics Wireless Self service 53

Creative Virtual

OCTOBER 8, 2019

I started building virtual agents and chatbots for customer service more than 12 years ago. In my experience, there has been a major shift in customer expectations since 2015/2016 in the customer service chatbot industry. A lot has certainly changed in that time.

Chatbots 40

Chatbots Virtual Agent Customer Service Self service 40

SmartAction

MAY 17, 2019

SmartAction provides AI-powered virtual agents for call centers to automate conversations traditionally handled by live agents over voice, chat, and text. SmartAction uses proprietary conversational AI to automate conversations that used to be handled by call center agents over phone, chat, and text.

Virtual Agent 40

Virtual Agent Call Center Self service Marketing 40

RichCall

SEPTEMBER 13, 2017

self-service. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. employ customer support specialists, who will become trusted and recognized, rather than be nameless agents. Self-service. However, in 2016 Forrester has already reported that.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64