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.

Consulting 48

Consulting Consulting Contact Center Marketing 48

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.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. AI-enabled solutions fueling interest and accelerating sales. These advancements are fueling interest in speech analytics and accelerating sales of new and replacement solutions.

Consulting 48

Consulting Consulting Analytics Marketing 48

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.

Consulting 48

Consulting Consulting Marketing Management 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. The vast majority of sales were to existing contact centers that were being migrated to the cloud.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Creative Virtual

DECEMBER 19, 2018

By Liam Ryan, Sales Director. Welcoming a new year often goes along with an ‘out with the old, in with the new’ mindset, but two things that are staying hot on companies’ 2019 agendas are customer engagement and employee engagement.

Employee engagement 40

Employee engagement Virtual Agent Chatbots Best practices 40

SmartAction

FEBRUARY 11, 2020

Leading provider of AI-powered Virtual Agents for omnichannel self-service posts its largest growth in sales bookings for the year. As the global intelligent virtual agent market is expected to reach $11.3b SmartAction’s 2019 Momentum Highlights. Achieved profitability in Q4 2019. About SmartAction.

Virtual Agent 57

Virtual Agent Self service Enterprise SaaS 57

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 WFM sector has never been healthier; most of the growth is from sales to contact centers, but adoption of WFM solutions is picking up in branches and back offices.

Consulting 48

Consulting Consulting Marketing Management 48

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services. In 2019, Spitch was recognized by Gartner as a “cool vendor” in speech and natural language, in a corresponding report. About Spitch.

Virtual Agent 59

Virtual Agent Self service Banking Chatbots 59

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services. In 2019, Spitch was recognized by Gartner as a “cool vendor” in speech and natural language, in a corresponding report. About Spitch.

Virtual Agent 52

Virtual Agent Self service Banking Chatbots 52

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. Support channels enable businesses to provide customers with information, solve problems, and respond to complaints.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

Creative Virtual

OCTOBER 7, 2019

Here’s our annual blog post roundup of trends, tips and stats to help you consistently deliver a five-star customer service experience: Top Tips for Implementing a Chatbot or Virtual Agent in 2019 – These eight tips address the most important items organisations should consider when evaluating and deploying chatbot or virtual agent technology.

Customer Service 40

Customer Service Virtual Agent Chatbots Self service 40

DMG Consulting

MARCH 8, 2019

The vast majority of the sales were to existing contact centers whose management made the decision to migrate to the cloud. in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. Incoming transactions in any channel can be evaluated and directed to the agent or advisor ideally suited to handle the issue.

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

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 81

Contact Center Customer Service Call Center Virtual Agent 81

Creative Virtual

JULY 10, 2019

By Liam Ryan, Sales Director. Our Founder & CEO, Chris Ezekiel’s opening keynote – Taking Your CX into the Future with Conversational AI – got the day started with a look at AI-enhanced chatbots, virtual agents and live chat. Our thanks to the Informed.AI

Virtual Agent 40

Virtual Agent Banking Chatbots Self service 40

UJET

JUNE 25, 2021

According to ourfall 2019 survey, 61% of customers were using a mobile device for support, and 48% were using in-app messaging with agents for on-demand delivery services. And, by doing so, everything from text messages to virtual agents and voice synergize, ensuring that experience is branded and consistent as well.

Customer Experience 82

Customer Experience CRM Contact Center Wait times 82

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

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

JUNE 11, 2019

Practical applications of these technologies in contact centers are speech analytics, intelligent virtual agents (IVAs), robotics, and other types of capabilities. It may also draw upon historical data, a customer relationship management (CRM) solution, sales system, marketing databases, inventories, etc. By Donna Fluss.

Contact Center 67

Contact Center Analytics Virtual Agent contact center solutions 67

Liveops

FEBRUARY 28, 2019

What did Liveops win at the 2019 Stevie Awards? Our agent certification eLearning program won GOLD for Customer Service Training Product of the Yea r. agents, no matter where they live, to handle its customers’ calls. The post Results are in: Liveops wins big at the 2019 Stevie Awards appeared first on Liveops, Inc.

Gamification 18

Gamification Contact Center Call Center Virtual Agent 18

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%

Consulting 48

Consulting Consulting Contact Center Marketing 48

CSM Magazine

JUNE 11, 2019

Worldwide, the number of users at the start of 2019 has grown to almost 3.5 Empowered agents through AI. Social media is ingrained in the global population. billion and in the UK alone there are 45 million social media users. This equates to 67% of the population. Of these, 39 million are mobile social media users. About the Author.

Virtual Agent 40

Virtual Agent Enterprise Analytics Employee engagement 40

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. The remaining agents will handle sensitive and complex service and sales situations.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

VirtualPBX

JULY 9, 2020

’ The report claims: “Almost 90 percent of sales have moved to a videoconferencing(VC)/phone/web sales model, and while some skepticism remains, more than half believe this is equally or more effective than sales models used before COVID-19.” ” – On24’s 2019 Webinar Benchmark Report.

B2B 99

B2B Self service Best practices Virtual Agent 99

Netomi

SEPTEMBER 20, 2021

AI powered chatbots are also capable of automating various tasks, including sales and marketing, customer service, and administrative and operational tasks. Zendesk customers now have access to the Netomi Virtual Agent. Best AI Chatbot for Sales: Drift. Interested in learning more about Zendesk for customer service?

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: PwC 69% of high-performing service agents actively look for situations to use Artificial Intelligence compared to only 39% of underperformers. billion in 2020, up 16.9% Source: Ameyo 30% of U.S.

Contact Center 81

Contact Center Customer Service Call Center Chatbots 81

Fonolo

JANUARY 4, 2022

billion in 2019. Nearly that many again have used a virtual agent or chatbot on their smartphone. 69% of high-performing service agents actively look for situations to use Artificial Intelligence compared to only 39% of underperformers. Source: Forrester. 6 Secrets for Boosing Customer Satisfaction in Your Contact Center.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142