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.

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DMG Consulting

JUNE 12, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report. When: Today, 5 June 2019. New-gen solutions are the future of this mature sector. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. compared to 2017.

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DMG Consulting

DECEMBER 10, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization. 11/12/2019. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report. When: Today, 12 November 2019. improvement.

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DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report. What: Releases 2019 Robotic Process Automation Product and Market Report. What: Releases 2019 Robotic Process Automation Product and Market Report. When: Today, 3 October 2019. OnviSource is covered at a high level.

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DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. What: Releases 2019 – 2020 Workforce Management Product and Market Report. What: Releases 2019 – 2020 Workforce Management Product and Market Report. When: Today, 27 March 2019.

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DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report. When: Today, 28 August 2019.

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DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/11/2019. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report.

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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.

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

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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.

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3CLogic

APRIL 20, 2021

It’s no surprise then that leading companies are adopting voice self-service solutions in addition to their IVR solutions to not only manage call volume but provide a higher quality of customer service and improve call agent performance. The question is no longer should I adopt voice self-service for my contact center?

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Stafford Communications

SEPTEMBER 10, 2019

Rather than displacing agents, call center artificial intelligence is providing an opportunity to improve the experience for call center managers, agents, and end-customers. Interactive voice response (IVR) systems have been in place in call centers for decades. Here’s how.

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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.

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SmartAction

JANUARY 16, 2020

According to Gartner’s 2019 Hype Cycle for Customer Service & Support Technologies, Virtual Customer Assistants have just eked out beyond the “Peak of Inflated Expectations” and into the “Trough of Disillusionment.” For example, scheduling appointments used to be a huge hang-up for Virtual Agents. Conversational UX.

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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.

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NICE inContact

MAY 21, 2019

It may be a simple DTMF-based IVR or a sophisticated voice-enabled intelligent IVR that fully automates actions. Self-service can be anything from a virtual agent that is capable of responding to a specific question to fully AI-enabled smart chatbots that can anticipate and automate work for the advisor.

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Creative Virtual

MARCH 25, 2019

Creative Virtual Founder & CEO, Chris Ezekiel will be presenting a seminar on Thursday at 14:00 in Theatre 16 , ‘Top Tips for Implementing Chatbots and Virtual Agents in 2019’.

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Playvox

JANUARY 13, 2022

AI has already taken root in foundational contact center systems, from workforce management software, to smart routing, to conversional IVRs. Artificial intelligence is also enabling new technologies including smart virtual agents that facilitate self-service and tools that measure customer sentiment in real time.

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DMG Consulting

APRIL 16, 2019

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. AI IS THE HEADLINER FOR 2019. million in 2003 to approximately $1.7

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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.

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DMG Consulting

NOVEMBER 29, 2017

in 2018, 23% in both 2019 and 2020, and 21% in 2021. The cloud has become the dominant sales model for contact center infrastructure solutions, ACDs, dialers, IVRs and more,” said Donna Fluss, President of DMG Consulting LLC. This represents only 11.4% DMG predicts that the number of seats will grow by 22% in 2017, 22.5%

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