DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. When: Today, 23 May 2019. Botanic Technologies and Capito.ai

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. When: Today, 18 February 2020.

Consulting 48

Consulting Consulting Marketing Contact Center 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. in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. Differentiated and compelling capabilities driving growth.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. 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 – 2019 Speech Analytics Product and Market Report.

Consulting 48

Consulting Consulting Analytics Marketing 48

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. When ICCU—the number-one performing credit union in the U.S.

Contact Center 75

Contact Center Interactive Voice Response Gamification Construction 75

Noble Systems

DECEMBER 12, 2019

“Noble Systems continues to shine in terms of offering proactive and interactive outbound solutions, but also has staked a solid reputation on offering a complete, integrated portfolio of customer contact applications, with its analytics, AI, workforce engagement and gamification offerings.”

Marketing 80

Marketing Gamification Analytics Customer Care 80

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. The number of WFM seats is expected to increase by 9% in 2018 and 2019, and by 10% in 2020, 2021 and 2022. Strong momentum driving market growth and investment.

Consulting 48

Consulting Consulting Marketing Management 48

VHT

OCTOBER 18, 2018

The business lowered costs while maintaining superior customer experience (CX). Social Media Customer Care. Social media has traditionally been managed by marketing and sales, but once customers establish a relationship with the business via these channels, they want to get service and support there as well.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Fonolo

JANUARY 15, 2019

We at Fonolo are certainly here to help them out on their overall journeys in 2019, this time by offering a rundown of the lessons we learned from the industry last year. In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018.

Contact Center 80

Contact Center Gamification Call Center Self service 80

Playvox

NOVEMBER 16, 2021

In 2019, the lifestyle brand had 12 customer care agents. This also fosters an encouraging and collaborative environment that helps customer care team members make progress toward their career goals. More companies are using gamification to train their employees. Empowerment.

Quality management 78

Quality management Management Coaching Contact Center 78

TechSee

JUNE 25, 2019

AI-based training tools such as gamification, visual assistance and self-monitoring, cut down on agent onboarding time and ensure agents are fully engaged from day one. Gartner predicts that by 2021, 25% of digital workers will use a VEA on a daily basis, up from less than 2% in 2019. Gamification. High-level data analysis.

Technology 122

Technology Customer Service Gamification Contact Center 122

DMG Consulting

APRIL 15, 2020

Calabrio has two WFM solutions included in this analysis: Calabrio WFM, their legacy product, and Calabrio Teleopti WFM, based on their acquisition of Teleopti AB in June 2019.). It features 4 leading WFM vendors – Aspect, Calabrio, NICE, and Verint – and 5 WFM suites. QStory Ltd. is covered at a higher level. About DMG Consulting LLC.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

NOVEMBER 29, 2017

in 2018, 23% in both 2019 and 2020, and 21% in 2021. This represents only 11.4% of total contact center seats, so the revenue potential of this market is in the tens of billions. DMG predicts that the number of seats will grow by 22% in 2017, 22.5% For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Fonolo

NOVEMBER 17, 2020

Contact Center Trends 2019. In 2019, contact center superheroes should watch for the plots, characters, and villains within them. Understanding these trends will help strengthen your contact center game and give you “hero status” with customers and employees. Storyline: Gamification. The Surge of Mobile Customer Care.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176