DMG Consulting

NOVEMBER 1, 2017

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. What: Releases 2017 Workforce Optimization Mid-Year Market Share Report. What: Releases 2017 Workforce Optimization Mid-Year Market Share Report. When: Today, 1 November 2017. million between the first half of 2016 and 2017.

Consulting 48

Consulting Consulting Marketing Gamification 48

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. 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 Self service Interactive Voice Response Government 40

DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report. New architectures and intelligent automation position WFO sector to suceed. To order your copy of the Report, visit www.dmgconsult.com.

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Consulting Consulting Marketing Gamification 48

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. 11/30/2017. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. When: Today, 30 November 2017.

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Consulting Consulting Contact Center Marketing 48

RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). We analyzed articles about contact center trends in 2017 from each of them, and here are the trends most experts agreed on: Omnichannel. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Provide Support

JANUARY 10, 2018

Are chatbots and virtual agents likely to replace humans any time soon? 2017 has seen a proliferation of innovations in customer service featuring AI-powered chatbots and virtual agents for a wide range of purposes from engaging at a pre-sales point to assisting with billing transactions and making post-sales service appointments.

Virtual Agent 70

Virtual Agent Customer Service Chatbots Sales 70

Creative Virtual

JANUARY 8, 2019

In 2017 we were honoured with The Queen’s Awards for Enterprise: Innovation. I couldn’t be more proud of what our team has achieved, and it was beyond what I had dreamt for Creative Virtual. The post Fifteen Years & Counting: Navigating the chatbot, virtual agent and AI revolution appeared first on Creative Virtual.

Virtual Agent 40

Virtual Agent Chatbots Transportation Best practices 40

SmartAction

JULY 10, 2024

CereProc and SmartAction bring Capacity tech and talent that will help the company grow its scalable voice and virtual agent solutions. “ Customer expectations are rising and that means support teams need better tools to improve customer experiences and free up their agents to solve higher-level challenges, ” said David Karandish, CEO, Capacity.

Contact Center 65

Contact Center Virtual Agent Self service Engineering 65

SmartAction

FEBRUARY 11, 2020

Leading provider of AI-powered Virtual Agents for omnichannel self-service posts its largest growth in sales bookings for the year. As the global intelligent virtual agent market is expected to reach $11.3b SmartAction’s 2019 Momentum Highlights. About SmartAction. Related Links www.smartaction.ai

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Virtual Agent Self service Enterprise SaaS 57

DMG Consulting

MARCH 8, 2019

DMG had projected that the market would grow by 22% in 2017, and the actual growth rate was 25.4%. 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).

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Contact Center Marketing SaaS Virtual Agent 72

CSM Magazine

FEBRUARY 28, 2020

The integration of Spitch’s voice technologies and Creative Virtual’s V-Person natural language chatbots and virtual agents brings an industry-leading voicebot offering to the market. The partnership is already creating interest in the marketplace, with the companies currently collaborating on several projects. About Spitch.

Virtual Agent 59

Virtual Agent Self service Banking Chatbots 59

HGS

FEBRUARY 1, 2017

It’s artificial intelligence, or the development of “intelligent” virtual assistants. While right now most contact center automation is augmenting agent talent, we are seeing virtual agent pilots and POCs that can replace some contact center talent. Wed, 02/01/2017 - 16:34. Artificial Intelligence. Contact Center.

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Self service Contact Center Journey mapping Virtual Agent 100

DMG Consulting

AUGUST 17, 2017

August 2017. Bots and the more advanced intelligent virtual agents (IVAs), enabled by AI and machine learning, are rightfully attracting a great deal of attention. I would like to receive the monthly DMG Newsletter. Name This field is for validation purposes and should be left unchanged. By Donna Fluss. Speech analytics.

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Contact Center Technology Big data Gamification 69

CSM Magazine

FEBRUARY 28, 2020

The integration of Spitch’s voice technologies and Creative Virtual’s V-Person natural language chatbots and virtual agents brings an industry-leading voicebot offering to the market. The partnership is already creating interest in the marketplace, with the companies currently collaborating on several projects. About Spitch.

Virtual Agent 52

Virtual Agent Self service Banking Chatbots 52

Liveops

JANUARY 16, 2019

This infographic from William Jessup University depicts how some of the biggest players in the gig economy achieved success: These companies “helped create a novel form of business,” as Nathan Heller wrote for the New Yorker in his May 2017 article “Is the Gig Economy Working?”. Read 8 Ways New Agents are Evolving the Traditional Model.

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Enterprise Transportation Virtual Agent Sales 87

Creative Virtual

MAY 13, 2021

Rob Foster, Knowledgebase Engineer and a conversational AI expert , shares a way to deliver a better self-service experience with a virtual agent that utilises an existing repository of help content. It helps ensure accuracy because when content is updated in the repository, the changes are instantly reflected in the virtual agent.

Virtual Agent 52

Virtual Agent Self service Telecommunications APIs 52

CSM Magazine

FEBRUARY 25, 2020

In the summer of 2017, If switched to a cloud contact center in the Nordics with the help of Puzzel. Virtual agents are quickly gaining in importance. Within about four weeks, a contact center can train its company-specific virtual agents so that they can answer the most frequent questions and explain even more complex things.

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Virtual Agent contact center solutions Contact Center Cloud contact 59

Creative Virtual

DECEMBER 10, 2020

I don’t need to tell you that not everything went as planned, but there were still some bright spots for us and the chatbot, virtual agent and live chat industry. Creative Virtual started 2020 celebrating the company’s Sweet Sixteen. 2020 was a record-breaking year for use of our virtual agent and chatbot implementations.

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Virtual Agent Chatbots Technology Personalization 52

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. The post SmartAction Names Former Convergys CEO, David Dougherty, to Board of Directors appeared first on SmartAction.

Virtual Agent 43

Virtual Agent Self service Contact Center Customer Care 43

Creative Virtual

DECEMBER 7, 2021

They also discussed the findings of ISG’s research and current successful virtual agent implementations. Here’s a recording of their full discussion: When ISG held their awards ceremony in October, Chris and Liam Ryan, Sales Director, were able to accept Creative Virtual’s trophy in person from Jan Erik.

Virtual Agent 52

Virtual Agent Chatbots Education Enterprise 52

DMG Consulting

OCTOBER 4, 2017

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). I would like to receive the monthly DMG Newsletter. By Donna Fluss.

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Contact Center Virtual Agent Self service Chatbots 48

DMG Consulting

MAY 25, 2018

million in 2017. As has been the case for close to two decades, NICE and Verint dominated every WFO revenue segment and category in 2017. Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. between 2016 and 2017, after having grown by 11.4% in the prior 12 months.

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contact center workforce Consulting Consulting Contact Center 48

Aspect

MAY 15, 2018

According to the European Union , the AI market is expected to grow from about $664 million in 2017 to $3.88 Looking specifically at the contact center industry, we have seen a recent flurry of activity around chatbots, intelligent IVRs and virtual agents. billion in 2025.

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Contact Center contact center workforce Airlines Virtual Agent 68

DMG Consulting

AUGUST 1, 2017

One component of the digital transformation will be investments in technology to automate activities that previously required the participation of agents and other employees. I would like to receive the monthly DMG Newsletter. Name This field is for validation purposes and should be left unchanged. Are You Ready for Digital Transformation?

Virtual Agent 48

Virtual Agent Contact Center Enterprise Best practices 48

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.

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Virtual Agent Call Center Self service Marketing 40

DMG Consulting

JUNE 12, 2019

compared to 2017. higher in 2018 than 2017, increasing by $200.1 The Report provides a detailed and insightful financial analysis of the workforce optimization (WFO) suite providers, applications and sectors for fiscal year 2018. 2018 was a very good year for the WFO market, with full-year total company GAAP revenue of $3,609.8

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contact center workforce Consulting Consulting Contact Center 48

Creative Virtual

DECEMBER 8, 2022

Being recognised as the best in conversational AI made our Founder & CEO, Chris Ezekiel, contemplate what makes a virtual agent or chatbot a true conversational AI solution and share his insights in a blog post.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

SmartAction

OCTOBER 19, 2022

Beginning in 2017, the use of chat bots in call centers grew in popularity and became widely utilized. TechStyle Fashion Group group used virtual agents in voice and chat rather than allocating internal staff and resources to creating and maintaining their own conversational chatbot. Check out this blog post to find out.

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Chatbots Virtual Agent Interactive Voice Response Self service 52

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.

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Interactive Voice Response Contact Center CRM Virtual Agent 96

Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. We continued our five-year-long celebration of our Queen’s Awards for Enterprise: Innovation 2017 as we also celebrated the 15th anniversary of Creative Virtual. You can read the full article here.

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Virtual Agent Chatbots Best practices Benchmark 40

DMG Consulting

DECEMBER 7, 2017

10/24/2017. 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. By Donna Fluss.

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Interactive Voice Response Virtual Agent Scripts Enterprise 48

Creative Virtual

JANUARY 7, 2020

I’ve built Creative Virtual based on long term relationships, and we see all of our customers and resellers as partners in our journey to deliver the best possible customer experience tools. Receiving the five-year Queens Awards for Enterprise: Innovation in 2017 (and getting to meet Her Majesty the Queen at Buckingham Palace!)

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Virtual Agent Chatbots Enterprise Banking 40

CSM Magazine

JUNE 12, 2020

While retailers utilize a wide range of support options such as human and virtual agents, social media, or mobile apps, existing single and multi-channel support systems necessitate access to each channel separately. Roesler, Peter (2017). Impact of Globalization. Global Ecommerce 2019. link] Accessed 6 April 2020.

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Customer Service Omni-channel support Virtual Agent Chatbots 52

Creative Virtual

DECEMBER 13, 2018

It’s been another exciting year not only for Creative Virtual as a company, but also for the virtual agent, chatbot and live chat industry, with lots of new developments and innovation. This was the fourth time a group of runners from Creative Virtual did a 10k in support of the RSPCA.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

Solvvy

JULY 5, 2018

In a single quarter in 2017, the company added more than 4,000 new customers. Despite enormous growth, the company hired fewer than 100 new employees in all of 2017. Virtual agents or chatbots. They became a public company in 2015, and they’ve continued to grow. But Atlassian took it in stride. Troubleshooting wizards.

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Self service Virtual Agent Sales Upselling 48

DMG Consulting

DECEMBER 11, 2019

between 2017 and 2018 (as of July 31, 2019). Growing demand is being driven by the classic CBCCI benefits as well as innovation being delivered by the vendors who are striving to differentiate themselves in a crowded market. The number of CBCCI seats in the market grew by 20.1% For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2019

The growth rate of this market was 25.4%, surpassing DMG’s 2017 projection of 22%. The past year was excellent for the CBCCI market. The vast majority of sales were to existing contact centers that were being migrated to the cloud. For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Contact Center Marketing 48