DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 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 2020 – 2021 Workforce Management Product and Market Report.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service 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 2020 – 2021 Digital Customer Service Product and Market Report.

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 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. When: Today, 2 December 2020.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Creative Virtual

MAY 28, 2020

By Mandy Reed, Global Head of Marketing. Do you have a chatbot or virtual agent on your roadmap? Are you curious about successful use cases for AI-enhanced virtual agents? Questions to ask when selecting a chatbot or virtual agent solution. Do you need to upgrade a poor performing self-service tool?

Virtual Agent 52

Virtual Agent Chatbots Self service Best practices 52

TechSee

OCTOBER 9, 2018

trillion in spending — in the United States by 2020. Customer data can be used to provide accurate product information at the right time for marketing, sales or support, or to route customers to the agents who can best address their needs. AI-powered virtual agents. Personalization. Know your customer.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

Creative Virtual

DECEMBER 10, 2020

By Mandy Reed, Global Head of Marketing. Around this time every December, I put cursor to page and fingers to keyboard to take a look back over the last 12 months and reflect on some of the highlights of the year for Creative Virtual. Creative Virtual started 2020 celebrating the company’s Sweet Sixteen.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Uniphore

AUGUST 12, 2021

Today’s most popular assistants offer a multimodal experience — the ability to interact on multiple channels — and are a major leap from the voice-only assistants that dominated the market just a few years ago. Unsurprisingly, sales of these multimodal assistants grew 30% in 2020, while voice-only assistants saw a 3% decline.

Best practices 98

Best practices Virtual Agent Scripts Call flow 98

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization 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 Optimization Product and Market Report.

Consulting 48

Consulting Consulting Marketing Contact Center 48

Xaqt

JUNE 1, 2020

All the while, Virtual Agents and Robotic Process Automation (RPA) threaten to eliminate much of the human capabilities that outsources have built their business on. Amazon, Google, Microsoft) and well-funded start-ups are selling the value proposition of bots, virtual agents and AI to their enterprise customers.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. Strong momentum driving market growth and investments. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 27 March 2019.

Consulting 48

Consulting Consulting Marketing Management 48

SmartAction

JANUARY 16, 2020

As one of the participants in this emerging market, we’re seeing a handful of trends from 2019 that are worth sharing…. It’s predicted that 50% of searches will be conducted through voice in 2020 (and 100% will be monitored by the Russian government). For example, scheduling appointments used to be a huge hang-up for Virtual Agents.

Virtual Agent 54

Virtual Agent Self service Government Healthcare 54

DMG Consulting

MARCH 8, 2019

Innovation Enhances the Cloud-Based Contact Center Infrastructure Market. The past year was excellent for the cloud-based contact center infrastructure (CBCCI) market. DMG had projected that the market would grow by 22% in 2017, and the actual growth rate was 25.4%. DMG expects the market to grow at a minimum of 22.5%

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics 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 Contact Center Analytics Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Analytics 48

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 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. The number of CBCCI seats in the market grew by 20.1% 12/11/2019.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Creative Virtual

JULY 22, 2020

By Mandy Reed, Global Head of Marketing. CX Network’s The Global State of Customer Experience 2020 report breaks down insights from customer experience (CX) experts, looking at the opportunities and hurdles over the first half of 2020 as well as forecasts for the remainder of the year.

Virtual Agent 52

Virtual Agent Self service Surveys Customer centricity 52

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. IVA Trends for 2020. For a detailed analysis of the IVA market and for assistance in selecting the right IVA partner, see DMG’s 2020 – 2021 IVA Product and Market Report.

Self service 87

Self service Virtual Agent Consulting Consulting 87

DMG Consulting

MAY 21, 2020

VISION 2020. In 2020 we’re going to see new and continued investments that will finally allow companies to decrease the number of live agent resources needed in contact centers, which is the number-one goal for these people-intensive organizations. By Donna Fluss. View this document on the publisher’s website.

Transportation 48

Transportation Contact Center Enterprise Self service 48

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 Robotic Process Automation 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 Robotic Process Automation Product and Market Report.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech Analytics 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 13th annual Speech Analytics Product and Market Report.

Consulting 48

Consulting Consulting Analytics Marketing 48

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. When: Today, 3 March 2020. DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. 5 to 20 year vision and projected actions to achieve the future state.

Consulting 62

Consulting Consulting Contact Center Gamification 62

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. Strong momentum driving market growth and investment. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 12 March 2018.

Consulting 48

Consulting Consulting Marketing Management 48

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. About SmartAction.

Virtual Agent 57

Virtual Agent Self service Enterprise SaaS 57

VirtualPBX

JULY 9, 2020

Today’s guest post was provided by Dhruv Mehta, a digital marketing professional who represents Acquire, a developer of customer engagement software. With varying stages of lockdown and strict social distancing norms in place, B2B marketers are taking their conversations and communications online.

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B2B Self service Best practices Virtual Agent 100

Creative Virtual

OCTOBER 5, 2020

By Mandy Reed, Global Head of Marketing. 2020 has brought new customer service challenges for companies and altered the way customers engage with businesses, perhaps forever. Also take a look at Part 2: Supporting Contact Centre Agents and Part 3: Supporting Employees. Happy Customer Service Week!

Customer Service 52

Customer Service Virtual Agent Chatbots Self service 52

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure 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 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 1, 2020

Some might say adoption grew because live agent support wasn’t much better and that using an IVR didn’t require waiting on hold, so it became a convenient habit. Some of the biggest companies have come to market with their own speech engines as they compete to dominate the self-service and artificial intelligence (AI) landscapes.

Self service 87

Self service Interactive Voice Response Enterprise Virtual Agent 87

Interactions

FEBRUARY 18, 2021

Improved artificial intelligence (AI) technologies along with the widespread availability of capable devices has led to a recent surge in speech-driven conversational systems that allow users to interact with virtual agents. ” in 2020 IEEE International Conference on Acoustics, Speech and Signal Processing (ICASSP) , 2020. [4]

Virtual Agent 71

Virtual Agent Technology Customer Care Marketing 71

Creative Virtual

AUGUST 20, 2020

By Mandy Reed, Global Head of Marketing. At Creative Virtual, the team has been working hard to help our customers with their challenges related to delivering quality customer and employee self-service as information and needs change quickly.

Virtual Agent 52

Virtual Agent Government Chatbots Self service 52

CSM Magazine

JANUARY 27, 2021

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. View the DMG 2020-2021 Workforce Optimization Product and Market Report here.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

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. The past year was excellent for the CBCCI market. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Creative Virtual

OCTOBER 13, 2020

By Mandy Reed, Global Head of Marketing. Long wait times have been fuelled by a sharp rise in calls combined with the unpredictability of available agents due to office closures and quarantines. She advocates for letting self-help tools, such as virtual agents and chatbots, share the burden being felt by contact centres.

Customer Service 59

Customer Service Virtual Agent Self service Chatbots 59

Creative Virtual

JANUARY 12, 2021

By Mandy Reed, Global Head of Marketing. Having innovation at the heart of our company culture at Creative Virtual has served the company well, but only because we innovate with the objective of delivering products and services that genuinely help our customers meet their goals in increasingly better ways.

Self service 52

Self service Virtual Agent Chatbots Consulting 52

Creative Virtual

AUGUST 5, 2020

By Mandy Reed, Global Head of Marketing. Creative Virtual’s V-Person virtual agents and chatbots certainly experienced this trend, setting a record-breaking spike in usage during the first half of 2020. An additional 33% saw “some trend’ of this happening.

Virtual Agent 52

Virtual Agent Customer Experience Chatbots Self service 52

DMG Consulting

OCTOBER 13, 2021

DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Creative Virtual

JANUARY 9, 2020

By Mandy Reed, Global Head of Marketing. Shep Hyken (@Hyken) January 5, 2020. Just as each company is unique, so should be their chatbot, virtual agent and live chat strategy – there’s no one-size-fits-all approach that guarantees success. However, that’s not enough to attract new business and build a loyal customer base.

Virtual Agent 40

Virtual Agent Chatbots Self service Feedback 40

CSM Magazine

JUNE 12, 2020

According to customer service expert Shep Hyken, a majority of businesses believe that improving the total customer experience is a top priority and will overtake price and product quality as a key differentiator by 2020. Ace Hardware believes this provides far better assistance for consumers with questions than a virtual agent or website 9.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

Creative Virtual

APRIL 27, 2021

The report evaluates 19 conversational AI vendors against a set of market-driven criteria and places Creative Virtual firmly in the Leader category within the quadrant. We saw record traffic to our virtual agents and chatbots in 2020 as customers turned to online self-service for quick answers to their questions.

Virtual Agent 52

Virtual Agent APIs Chatbots Self service 52