DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. What: Releases 2018 – 2019 Workforce Management Product and Market Report. What: Releases 2018 – 2019 Workforce Management Product and Market Report. When: Today, 12 March 2018.

Consulting 48

Consulting Consulting Marketing Management 48

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. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report. When: Today, 3 January 2018.

Consulting 48

Consulting Consulting Marketing Gamification 48

Liveops

DECEMBER 27, 2018

When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Here’s what the experts said about customer service in 2018: 1. Insights Report] CCW Executive Report: Remote Agents. That’s a wrap on 2018!

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

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.

Consulting 48

Consulting Consulting Contact Center Marketing 48

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.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

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%

Consulting 48

Consulting Consulting Contact Center Marketing 48

Creative Virtual

APRIL 22, 2020

Each version of the report breaks down the results of a survey conducted with 1,000 consumers in that country on their expectations of a good customer experience. The report then compares those responses with survey responses from organisations on their current and planned self-service offerings and investments.

Self service 52

Self service Customer Experience Virtual Agent Chatbots 52

TechSee

OCTOBER 23, 2018

These strategies are increasingly being explored with Gartner stating that by 2018, over 50% of companies will have redirected investments towards customer experience innovations. According to Chatbots Magazine , businesses can reduce customer service costs by as much as 30% with virtual agents and chatbots.

Personalization 157

Personalization Customer Service Chatbots Analytics 157

3CLogic

JANUARY 24, 2024

Are they met by long wait times and low-performing agents? With the American Customer Satisfaction Index making its largest decline in 28 years in 2022 — falling from 77 in 2018 to 73.1 Solving Complex Inquiries Enhancing your self-service with intelligent virtual agents will drive personalized experiences.

Contact Center 65

Contact Center Virtual Agent Self service Coaching 65

Creative Virtual

FEBRUARY 7, 2019

In the survey results published by HR.com at the end of 2018, 79% of Human Resources (HR) professionals responded that chatbots and virtual assistants will become an increasingly viable way for employees to get real-time answers to their HR-related questions. By Liam Ryan, Sales Director.

Virtual Agent 40

Virtual Agent Employee engagement Chatbots Government 40

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

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

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.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

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. IVAs Can Remake the Self-Service Landscape. By Donna Fluss. View this document on the publisher’s website.

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

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.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Creative Virtual

JUNE 11, 2019

He sought heed on the loss of thousands of crores of rupees due to bad customer experience the previous year (2018) in addition to the year before that. Shantanu discussed key elements needing to be addressed by the industry to improve CX that repeatedly arise in customer surveys year after year.

Chatbots 40

Chatbots Virtual Agent Self service Best practices 40

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%

Consulting 48

Consulting Consulting Marketing Contact Center 48

JivoChat

JUNE 7, 2021

Numbers from a 2018 survey indicate that 4 out of 5 consumers actually wish businesses texted them more, so you’re sure to find many customers opting-in to this type of customer interaction. Feedback surveys: Everyone likes to feel as if their voice is heard. Source: OptinMonster. Source: JivoChat.

Best practices 52

Best practices Chatbots Customer retention Surveys 52

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.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

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

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Interactions

JULY 2, 2020

Virtual agents powered by Conversational AI help automate collection calls in a human-like and humane approach. Conversational AI is the art and science of building messaging or speech-enabled assistants or applications that automate communication, offer human-like interactions, and create personalized customer experiences at scale.

Virtual Agent 77

Virtual Agent Contact Center Accountability Call Center 77

Interactions

JULY 2, 2020

Virtual agents powered by Conversational AI help automate collection calls in a human-like and humane approach. Conversational AI is the art and science of building messaging or speech-enabled assistants or applications that automate communication, offer human-like interactions, and create personalized customer experiences at scale.

Virtual Agent 62

Virtual Agent Contact Center Accountability Call Center 62

Interactions

NOVEMBER 5, 2020

It’s a win-win as patients and agents are both satisfied while organizations recover more revenue and improve from an operational perspective. . How will Patients React?

Management 62

Management Healthcare Virtual Agent Customer centricity 62

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.

Customer Service 41

Customer Service Chatbots Journey mapping Multichannel 41