DMG Consulting

DECEMBER 1, 2020

2020 Contact Center Retrospective. What an amazing year 2020 has been – never seen anything like it and hope we won’t again. However, the key to success remains being able to connect with a live agent, when necessary. . AI-based conversational systems are automating and speeding up the handling of all kinds of interactions.

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DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report.

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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.

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DMG Consulting

JANUARY 29, 2021

This is exactly what DMG asked enterprise, IT and contact centers leaders from around the world in our annual contact center goals and priority survey, conducted in November and December 2020. Companies are transitioning from their interactive voice response (IVR) systems to next-gen conversational intelligent virtual agents (IVAs).

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Xaqt

JANUARY 15, 2021

Xaqt Deploys AI-Based COVID Vaccination Solution Summary On December 22, 2020, Xaqt, of Chicago, IL, launched a contact center solution specifically designed to meet the unique requirements of the COVID-19 vaccine distribution program. Xaqt’s Intelligent Virtual Agents are also able to respond to SMS-based interactions.

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DMG Consulting

MARCH 16, 2018

The number of WFM seats is expected to increase by 9% in 2018 and 2019, and by 10% in 2020, 2021 and 2022. NewGen WFM with real-time adaptive forecasting and scheduling will revolutionize the world of workforce management.”. DMG expects the WFM sector to continue to grow at a strong rate for a mature market.

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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. # # #.

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