DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. When: Today, 23 May 2018. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2018 Knowledge Management Product and Market Report.

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DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. This Report explores all aspects of these related but distinct IT sectors.

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DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. in 2018, 23% in both 2019 and 2020, and 21% in 2021. 11/30/2017. This represents only 11.4%

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DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market. What: Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market. When: Today, 4 December 2018.

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DMG Consulting

OCTOBER 4, 2018

Gamification techniques are being used to track and reward knowledge contributors and knowledge users. 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.

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DMG Consulting

DECEMBER 10, 2019

The first half of 2019 showed strong revenue performance for the WFO sector, building on the positive momentum of 2018. million in the same period in 2018. million in first-half 2018 to $963.7 Total company GAAP revenue for the WFO market in the first half of 2019 was $1,829.0 million, up from $1,685.1 This increase of $143.9

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DMG Consulting

JUNE 12, 2019

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 higher in 2018 than 2017, increasing by $200.1 compared to 2017.

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DMG Consulting

DECEMBER 11, 2019

between 2017 and 2018 (as of July 31, 2019). Vonage, who acquired NewVoiceMedia in November 2018, is covered at a high level. 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.

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DMG Consulting

MARCH 9, 2020

million, and by the end of 2018 (the most recent period for which full-year data is available), revenue had reached $1,855.2 The contact center WFO market has seen amazing growth over the past decade. The market began the 2010’s with contact center WFO revenues of $1,012.1 Contact center WFO revenue grew by 83.3%, equivalent to a 7.9%

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JustCall

AUGUST 10, 2022

Intelligent routing – Calls can be routed based on caller data, IVR selections, agent skills, calling hours, and so on. AI agent – An NLP-enabled virtual agent can be deployed to support customers. Agent assist – It provides real-time agent help to improve customer interaction quality.

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DMG Consulting

APRIL 16, 2019

billion for the first half of 2018. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner. Over the past 15 years, total WFO revenue has gone from $803.4

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JustCall

APRIL 24, 2023

Convoso Overview Convoso is a one-of-a-kind contact center software with an added gamification twist. Businesses that use Convoso can benefit from its capacity for gamification, as it will help them: Boost user engagement Keep their team motivated to achieve business KPIs through the use of: Leaderboards Points Custom agent avatars, etc.

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