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

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.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

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. The post The Digital Workplace in 2019 appeared first on Creative Virtual.

Virtual Agent 40

Virtual Agent Employee engagement Chatbots Government 40

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.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 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

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

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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Consulting Consulting Contact Center Analytics 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

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

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

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

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

UJET

JUNE 25, 2021

In fact, one out of three businesses surveyed in 2020 said they were not confident that the experience they were providing to their customers was “good.”. 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.

Customer Experience 82

Customer Experience CRM Contact Center Wait times 82

DMG Consulting

FEBRUARY 20, 2025

Contact Center Key Technology Trends for 2025: AI Leads the Charge Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in contact centers. of survey respondents. of survey participants. of survey participants. of the people responding to DMGs survey.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

Netomi

MARCH 27, 2022

Impact of Low Customer Satisfaction: Almost half of the consumers have stopped doing business with at least one company in 2019 due to poor customer service. CSAT is often measured by completing customer satisfaction surveys. Customer satisfaction survey questions often look like the one we offer below: . Extremely Satisfied .

Airlines 93

Airlines Benchmark Surveys Customer Support 93

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

Playvox

JANUARY 13, 2022

As an example, 35% of surveyed CEOs report expanding employee benefits in the last twelve months in an effort to reduce employee churn. . Artificial intelligence is also enabling new technologies including smart virtual agents that facilitate self-service and tools that measure customer sentiment in real time.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

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

Creative Virtual

JUNE 11, 2019

The Customer Experience Management (CXM) 2019 event that took place in Mumbai on 25th April at the Hilton Hotel turned out to be a wonderful experience for Creative Virtual. The Founder & CEO of Creative Virtual, Chris Ezekiel , and Executive Director India, Shantanu Purandare , participated as representatives of the company.

Chatbots 40

Chatbots Virtual Agent Self service Best practices 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. We’re at a major and exciting inflection point. of capturing feedback from customers.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Netomi

SEPTEMBER 20, 2021

Zendesk customers now have access to the Netomi Virtual Agent. The creation of custom skills is a trend that has exploded: Amazon grew from 130 skills to over 100,000 skills as of September 2019 in just over three years. SurveySparrow is a software platform for conversational surveys and forms. Multi-language surveys.

Chatbots 126

Chatbots APIs Surveys Analytics 126

VirtualPBX

JULY 9, 2020

“ 33 percent of buyers surveyed rated the option of live chat during the research stage of their buying journey as one of the top three requirements for a best-in-class supplier.” ” – On24’s 2019 Webinar Benchmark Report. Use Live Chat to Boost Your Communications Game. ” – McKinsey Report.

B2B 99

B2B Self service Best practices Virtual Agent 99

Fonolo

JANUARY 4, 2022

Source: Deloitte: Contact Center Survey. billion in 2019. Nearly that many again have used a virtual agent or chatbot on their smartphone. Source: Leading on the Edge of Chaos, Emmet Murphy and Mark Murphy. 62% of organizations view customer experience provided through contact centers as a competitive differentiator.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

Fonolo

APRIL 4, 2023

Source: Deloitte: Contact Center Survey Increasing customer retention by just 2% has a similar impact as decreasing costs by 10%. billion in 2019. Nearly that many again have used a virtual agent or chatbot on their smartphone. will result in a $276,000 reduction in annual operational costs. billion in 2020, up 16.9%

Contact Center 81

Contact Center Customer Service Call Center Chatbots 81

Liveops

JUNE 18, 2020

(Psst—not sure about the differences between “working from home,” “remote work,” and “virtual work?” Check out our explainer article.). What Skills Really Matter for Remote Work? Above all, it’s vital to focus on your soft skills.

Education 62

Education Banking Coaching Personalization 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

Comm100

FEBRUARY 16, 2018

According to CCW Digital’s Report, 61% of companies agree that agent coaching is a top investment priority for 2018. Other agent investment priorities include training (as listed by 57% of companies surveyed), quality monitoring and management (54%), dashboards (53%) and scheduling and forecasting (50%).

Customer Service 43

Customer Service Chatbots Journey mapping Multichannel 43