DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management 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. What: Releases 2019 – 2020 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

DECEMBER 11, 2019

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

Consulting 48

Consulting Consulting Contact Center Marketing 48

Avaya

JUNE 24, 2019

additional AI, speech analytics, advanced reporting, smart routing, robotic process automation) to create a custom-fit contact center environment that meets the exact needs of employees and customers—today, tomorrow and forever. The next 10 years will see more change to the contact center than the previous 100. Is your interest piqued?

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

DMG Consulting

JUNE 11, 2019

Unfortunately, as is often the case with a new IT segment, there is a great deal of confusion regarding what RPA is, how it should be used, where it should be applied, and how it differs from other IT segments, such as intelligent virtual agents (IVAs). Learn more at www.dmgconsult.com.

Marketing 80

Marketing Virtual Agent Consulting Consulting 80

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. in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management 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. What: Releases 2018 – 2019 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. Artificial intelligence, machine learning and predictive analytics ushering in a new era of servicing. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 48

Consulting Consulting Marketing Contact Center 48

Liveops

DECEMBER 27, 2018

12 customer service resources that CX leaders need to review before 2019. 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. Click here to get your detailed guide to getting started with a virtual agent model.

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Contact Center Customer Service Call Center Virtual Agent 81

DMG Consulting

OCTOBER 13, 2020

Three years ago, few companies had heard of intelligent virtual agents (IVAs), and fewer were willing to invest in them. DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in unified communications, contact centers, back-office and real-time analytics.

Self service 87

Self service Virtual Agent Consulting Consulting 87

DMG Consulting

JUNE 11, 2019

This means that the solution must utilize at least one of three pillars of AI for the contact center: natural language understanding/generation/processing (NLU/NLG/NLP), machine learning and real-time analytics. Real-Time Analytics. Another pillar of AI is real-time analytics. Three Pillars of AI for Contact Centers.

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Contact Center Analytics Virtual Agent contact center solutions 67

DMG Consulting

MARCH 8, 2019

in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. Customers show a preference for self-service, and AI-enabled intelligent virtual agents (IVAs) are playing a vital role in addressing the self-service challenge. DMG expects the market to grow at a minimum of 22.5% Adoption Rate for the CBCCI Segment.

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

TechSee

FEBRUARY 12, 2018

Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. customer exhibitors at MWC 2018: Verto Analytics. Virtual agent exhibitors at MWC 2018: Nuance.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. customer exhibitors at MWC 2018: Verto Analytics. Virtual agent exhibitors at MWC 2018: Nuance.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

DMG Consulting

APRIL 15, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Predictive analytics is already helping companies make better hiring decisions and reduce agent churn. What: Releases 2020 – 2021 Workforce Management Product and Market Report.

Consulting 62

Consulting Consulting Marketing Management 62

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. References: Bryan, Jordan, Contributor (2019). CMA Review, Part 1 (2019). Impact of Globalization.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

Creative Virtual

OCTOBER 24, 2019

Artificial intelligence (AI) and data analytics are two components of customer experience (CX) plans that have the potential to either create noteworthy improvements to customer engagement or undermine efforts to increase customer satisfaction and loyalty. By Chris Ezekiel, Founder & CEO.

Virtual Agent 40

Virtual Agent Chatbots Self service Consulting 40

Liveops

DECEMBER 27, 2018

12 customer service resources that CX leaders need to review before 2019. 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. Click here to get your detailed guide to getting started with a virtual agent model.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

DMG Consulting

FEBRUARY 20, 2025

We asked about business and technology plans for the upcoming year, as weve done for the past ten years (with the exception of 2019), and we requested insights into the benefits they are receiving or expect to realize from leveraging artificial intelligence (AI). Signup for DMG’s free monthly newsletter. of survey respondents.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

Creative Virtual

JULY 10, 2019

Advancements in artificial intelligence (AI), machine learning and analytics can help financial brands keep pace with customer expectations, but these types of digital transformation projects aren’t always easy to get off the ground. Our thanks to the Informed.AI

Virtual Agent 40

Virtual Agent Banking Chatbots Self service 40

3CLogic

APRIL 20, 2021

IVR can be used to design conversations between customers and agents, as well as gather robust IVR analytics to optimize both the customer and agent experience. Voice self-service takes it a step further. But leaving your call routing to voice bots can lead to disaster if you don’t implement a smart system.

Self service 52

Self service Interactive Voice Response Call flow Contact Center 52

CSM Magazine

JUNE 11, 2019

Worldwide, the number of users at the start of 2019 has grown to almost 3.5 It can provide all the tools needed to deliver an excellent customer experience, including workforce optimisation, to increase efficiencies and employee engagement and performance analytics to deliver actionable insights on response times and effectiveness.

Virtual Agent 40

Virtual Agent Enterprise Analytics Employee engagement 40

Uniphore

JULY 21, 2021

Search Engine Optimization While improving the agent experience is paramount to customer service success, it’s not the only area to focus on. Gartner estimates that 85% of interaction will start with self service solutions , more than 30% higher than in 2019. Ensuring customers can find your online self service tools is essential.

Best practices 52

Best practices Customer Service Management Contact Center 52

DMG Consulting

APRIL 16, 2019

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. AI IS THE HEADLINER FOR 2019. ANALYTICS RECEIVES AN ENCORE.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Netomi

SEPTEMBER 20, 2021

Human escalation via agent desk integration ( Zendesk , Freshworks , Salesforce , Khoros , Zoho , Sprinklr, Shopify ). Analytics and real-time reporting. Reporting/Analytics. Zendesk customers now have access to the Netomi Virtual Agent. Analytics & Reporting. Chatbot activity analytics.

Chatbots 126

Chatbots APIs Surveys Analytics 126

Fonolo

APRIL 4, 2023

billion in 2019. Nearly that many again have used a virtual agent or chatbot on their smartphone. Source: Forrester 6 Secrets for Boosing Customer Satisfaction in Your Contact Center 80% of companies use customer satisfaction scores to analyze customer experience and improve it. billion in 2020, up 16.9%

Contact Center 81

Contact Center Customer Service Call Center Chatbots 81

DMG Consulting

NOVEMBER 29, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. in 2018, 23% in both 2019 and 2020, and 21% in 2021. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. When: Today, 30 November 2017.

Consulting 48

Consulting Consulting Contact Center Marketing 48