DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.

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DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. 11/30/2017.

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Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 4 December 2018. About DMG Consulting LLC.

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Consulting Consulting Contact Center Marketing 48

DMG Consulting

JUNE 12, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

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contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

DECEMBER 10, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. million in the same period in 2018. 11/12/2019.

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contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. 12/11/2019.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

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Consulting Consulting Marketing Contact Center 48

DMG Consulting

MARCH 8, 2019

in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. 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% DMG expects the market to grow at a minimum of 22.5% Adoption Rate for the CBCCI Segment.

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Contact Center Marketing SaaS Virtual Agent 72

SmartAction

NOVEMBER 7, 2018

Leading analysts name SmartAction as the top solution provider for contact center leaders looking for an AI-powered solution to automate voice and chat conversations handled by live agents. SmartAction’s CEO Tom Lewis said, “We are thrilled to be the recipient of the 2018 Product Leadership Award from Frost & Sullivan.

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Call Experts

MAY 8, 2019

Chatbots or virtual agents can address a wide range of features and questions to provide relevant analysis and efficient protocol. 10 Trends That Will Disrupt Customer Service in 2018. Customer Support and Call Center Conferences 2018. 2018 Conferences for HVAC, Plumbing, and Electrician Specialists.

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DMG Consulting

FEBRUARY 15, 2018

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. Donna Fluss ( donna.fluss@dmgconsult.com ) is the president of DMG Consulting, a provider of contact center, analytics, and back-office market research and consulting.

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Self service Interactive Voice Response Virtual Agent Analytics 54

DMG Consulting

OCTOBER 4, 2017

Thank you for your interest in DMG Consulting’s publications. 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). 9/29/2017.

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DMG Consulting

OCTOBER 4, 2018

The race is on to automate many front and back-office functions using robotic process automation (robots or “bots”), intelligent virtual agents (IVAs) and other self-service technology to fully automate the handling of inquiries. Knowledge Management in the Era of AI. By Donna Fluss. View this document on the publisher’s website.

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Management Virtual Agent Gamification Technical Support 72

DMG Consulting

AUGUST 31, 2018

Question: What can we do to attract candidates for contact center agent job openings? Answer: With 2018 US unemployment rates hovering near 18-year lows, contact center leaders need to think outside the box when attempting to fill agent positions.

Contact Center 59

Contact Center Virtual Agent Construction Education 59

Creative Virtual

OCTOBER 30, 2018

While this had a positive effect in garnering more attention for using chatbots and virtual agents to deliver automated self-service, it also played a role in creating industry confusion. The post Jumping on the Bandwagon isn’t the Same as Following Best Practice appeared first on Creative Virtual.

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Best practices Chatbots Virtual Agent Self service 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. Support channels enable businesses to provide customers with information, solve problems, and respond to complaints.

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Customer Service Omni-channel support Virtual Agent Chatbots 52

Liveops

SEPTEMBER 4, 2018

“Business leaders who can win the talent war (and it is a war) will be able to say yes to new business opportunities while their talent-strapped competition will have to walk away, Robert Sher, author and leadership consultant, wrote in a column for Forbes. These hiring challenges will not ease anytime soon.

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DMG Consulting

APRIL 16, 2019

Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. billion for the first half of 2018. Its theme was (and still is) simple—to use the real-time capabilities of contact centers to assist people (customers, prospects, partners, the public, etc.) who interact with them.

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Contact Center Interactive Voice Response Analytics Self service 48

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? Use this list of 2018 customer service and business trends to plan your customer experience strategy for the new year, and to stay one step ahead of the competition. Set Your 2018 Business Priorities with CCW Digital’s Winter Report.

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Customer Service Chatbots Journey mapping Multichannel 43