DMG Consulting

OCTOBER 13, 2021

DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. When: Today, 13 October 2021.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Enghouse Interactive

DECEMBER 3, 2020

The positive news is that 2021 is unlikely to be a year of such radical disruption. Technologies such as real-time speech analytics can help by tracking and measuring the emotion in agent-customer interactions and allowing supervisors to better understand stress levels and intervene where necessary.

Enterprise 42

Enterprise Customer centricity Analytics Engineering 42

Enghouse Interactive

JANUARY 15, 2021

Looking forward into 2021, now is the time to get contact centre systems ready for the year ahead. While it is difficult to predict the near-future, focusing on five key areas for improvement will help get your contact centre fit for 2021, and beyond, however the world evolves. Deliver a personalised experience.

Self service 40

Self service CRM Quality management Feedback 40

8x8

FEBRUARY 6, 2019

We have exciting new launches today including 8x8 Speech Analytics – automatically providing sentiment analysis on 100% of your customer calls; enhanced Integration framework – making it easy to embed communications into your business processes. Speech Analytics for Contact Centers. Analytics Features. Description.

Analytics 48

Analytics CRM APIs Contact Center 48

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 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 12th annual Speech Analytics Product and Market Report. 10/18/2017.

Consulting 48

Consulting Consulting Analytics Marketing 48

COPC

SEPTEMBER 30, 2022

First awarded this prestigious recognition in March 2021, COPC Inc. RevealCX enables quality management best practices in all areas such as calibration, closed-loop feedback, action planning and robust analytics to drive performance improvement efforts. “The About COPC Inc.

Calibration 64

Calibration Best practices Quality management Benchmark 64

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

Talkdesk

FEBRUARY 16, 2021

More than half of organizations (54.2%) that responded to the Metrigy survey state they have a comprehensive security strategy for the contact center in place today, and another fifth (21.4%) are developing one in 2021. You rely on outdated analytics and business success metrics. You have a limited workforce optimization strategy.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics, LLC, asks. “As

Call Center 87

Call Center Customer Experience Contact Center Coaching 87

Enghouse Interactive

SEPTEMBER 20, 2021

In addition, numerous recently launched (or enhanced) Enghouse applications can be combined to create a comprehensive, high-performance, single-source solution including AI Insights, SmartQuality, Call Recording and Quality Management Suite (QMS), Analytics. Find out more.

contact center solutions 69

contact center solutions Contact Center Call flow Quality management 69

CSM Magazine

APRIL 22, 2021

In this article, Magnus Geverts at Calabrio shows how to WOW customers in five easy steps and then invites you to test your knowledge in the Big CX Quiz on 5 May 2021. . Save the date for Calabrio’s Big CX Quiz at 10am on Wednesday 5 May 2021. We promise you’ll walk away recharged, reinspired and reconnected.”.

Analytics 52

Analytics Best practices Chatbots Self service 52

AWS Machine Learning

AUGUST 17, 2022

Around 18% of all customers chose to view technical documentation in their local language in 2021, which is a 27% increase since 2020. In 2020 alone, over 1,435 features and 31 new services were added in technical documentation, which generated an increase of translation volume of 353% in 2021. About the authors.

Engineering 90

Engineering Government Analytics Best practices 90

CSM Magazine

FEBRUARY 23, 2021

When Calabrio surveyed its customers recently 72% of organisations stated they are either moving to the cloud, are already there or plan to increase their investment in cloud technology in 2021. Through AI-driven analytics, Calabrio uncovers customer behaviour and sentiment and derives compelling insights from the contact centre.

Technology 52

Technology Cloud contact Telecommunications Analytics 52

DMG Consulting

JANUARY 10, 2022

This includes the use of customer journey analytics, a relatively new concept and application to capture and provide the insights that companies need to identify the bottlenecks that disrupt the service experience. Figure 1: Workforce Optimization/Workforce Engagement Management Suite. Source: DMG Consulting, December 2021.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

CSM Magazine

JANUARY 5, 2022

Spoiler alert: artificial intelligence (AI), automation, and real-time analytics will all play leading roles. This is critical to support accurate forecasting and scheduling, and quality management programs to support optimal customer experiences. When is the right time to assess the quality of an interaction?

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

DMG Consulting

JUNE 9, 2023

increase in seats in the 12 months between December 2021 and December 2022, the CCaaS market remains one of the fastest-growing sectors in the contact center technology market, a trend DMG expects to continue for the next few years. CCaaS Market Drivers and Inhibitors June 2023 With a 21.3%

Marketing 48

Marketing Contact Center Virtual Agent Self service 48

DMG Consulting

SEPTEMBER 30, 2021

August 5, 2021 Donna Fluss. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. The Contact Center WFO Market Is Transforming. View this article on the publisher’s website.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

CSM Magazine

DECEMBER 1, 2021

The modern contact centre, driven by quality management, multichannel analytics and process excellence, offers everything Generation Z needs to satisfy their individuality, quench their thirst for knowledge and actively manage their careers. . About the Author.

Multichannel 64

Multichannel Analytics Surveys Chatbots 64

Enghouse Interactive

FEBRUARY 9, 2021

of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. Agent Analytics (28.4% Real-time agent analytics improve the ability to track agent response times and KPI’s. AI will become more prevalent in 2021. Per Metrigy’s * most recent study, 71.6%

Contact Center 68

Contact Center Self service Chatbots Average Handle Time 68

Enghouse Interactive

JANUARY 13, 2021

of all other companies have a CX project that has been completed, is underway, or is planned for implementation in 2021. Today, customer satisfaction is the top business priority, but successful companies cite it as their 1 priority. of the success group are already delivering results from their CX projects, whereas only 64.9%

Contact Center 61

Contact Center Scripts Cloud contact Technology 61

Xaqt

JANUARY 15, 2021

In Maricopa county – the Phoenix metropolitan area – the website server facilitating online appointments was overwhelmed soon after it launched on January 11, 2021. In order to secure government contact center business at any level, a solutions provider must also be able to provide quality assurance (QA) or quality management (QM).

Virtual Agent 40

Virtual Agent Government Contact Center Chatbots 40

Enghouse Interactive

JUNE 25, 2021

The pandemic has only worsened this trend – a study by Enghouse Interactive found that 91% of agents were likely to change jobs in 2021. Quality management. Quick action by managers can then stop them developing into larger problems for the agent. Real-time speech analytics.

Technology 40

Technology Morale Self service Analytics 40

Calabrio

MARCH 2, 2020

These results are a big reason why CCaaS is projected to grow at a CAGR of nearly 15 percent between 2019 and 2021—and why CCaaS is a critical part of Calabrio’s go-to-market plan. Another example is how Twilio Flex and Calabrio ONE work together to improve quality management.

Contact Center 71

Contact Center contact center solutions Airlines Quality management 71

NICE inContact

OCTOBER 30, 2019

With an extensive portfolio of technology, products, and solutions, including workforce and quality management, real-time automation, interaction recording, voice of the customer, performance management, and analytics, our customers are uniquely positioned to positively impact performance.

Best practices 48

Best practices First call resolution Employee engagement Quality management 48

DMG Consulting

MARCH 16, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. 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.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 31, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Workforce Management Product and Market Report. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Enghouse Interactive

FEBRUARY 18, 2021

There are 3 technologies to consider adding to your customer experience environment: AI-enabled Self-Service, Sentiment Analysis, and Predictive Analytics. By using that data with predictive analytics, better approaches, more suitable products, offers or solutions can be developed to address those shortcomings. For 2021, 79.6%

Contact Center 56

Contact Center Analytics Self service Metrics 56

Enghouse Interactive

JUNE 9, 2021

1) 2021 Accenture Interactive, [link]. It provides the data that enables your organization to better engage with customers and prospects. Find out more by downloading our sponsored ContactBabel report on Customer Engagement and Personalization. Get it here now. (1)

Contact Center 97

Contact Center Self service Chatbots CRM 97

DMG Consulting

MAY 8, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG expects the number of gamification seats to grow by 30% in 2017 and 2018, 35% in 2019 and 2020, and 33% in 2021. When: Today, 10 May 2017. To order, visit www.dmgconsult.com.

Gamification 48

Gamification Consulting Consulting Contact Center 48

Enghouse Interactive

DECEMBER 5, 2018

Analyst, ContactBabel’s recent The Inner Circle Guide to Omnichannel (UK)” report indicates that even in 2021, telephone and email together are expected to account for 81.5% Real Time Speech Analytics will Evolve into an Agent Coaching Tool. The capabilities of real time speech analytics (RTSA) technology are expanding all the time.

Coaching 65

Coaching Analytics Cloud contact Self service 65

DMG Consulting

NOVEMBER 29, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. in 2018, 23% in both 2019 and 2020, and 21% in 2021. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. When: Today, 30 November 2017.

Consulting 48

Consulting Consulting Contact Center Marketing 48

SharpenCX

SEPTEMBER 29, 2021

Bring data, call recordings, transcripts, and analytics to support what you’re discussing. Have questions about career goals, about personal development, and some to get feedback so you end the coaching with a focus on what they need most to succeed. >> Learn More: Simplify agent development with Sharpen’s quality management tools.

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

Enghouse Interactive

SEPTEMBER 3, 2021

See how our new UC solution can be quickly and easily integrated with your contact center to deliver the communications and collaboration capabilities you need to enhance your Customer Experience (CX). *Metrigy Research, Q3, 2021: UC, Contact Center Integration Drives Business Value. **Metrigy Research, Q1, 2021: How Companies are using AI, Teams (..)

contact center solutions 68

contact center solutions Contact Center Call flow Enterprise 68

DMG Consulting

SEPTEMBER 17, 2021

April 20, 2021 Donna Fluss. DMG expects to see innovative contact centers take the following actions, once the pandemic is past: Interview a large number of your employees—agents, supervisors, managers, quality management (QM) specialists, WFM administrators, operations, etc.—and

Contact Center 48

Contact Center Enterprise Self service Technology 48

Hodusoft

NOVEMBER 29, 2022

In 2021, HoduCC scored 90 out of 100 on GetApp’s data quadrants and achieved high user ratings in five key areas, which made it a category leader in Gartner’s GetApp category and one of the best customer experience software. RingCentral. HoduCC – Contact Center Software. It also lacks some integrations and inbuilt reporting.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Enghouse Interactive

FEBRUARY 5, 2021

Many people have used the opportunity to move outside big cities – London is set to see a drop in its population in 2021 for the first time in 30 years. Quality management systems. People enjoy the greater flexibility that not having to travel to work provides and the additional free time it should create.

Self service 40

Self service Coaching Chatbots Quality management 40

Enghouse Interactive

MAY 27, 2021

1) 2021 Accenture Interactive, [link]. It provides the data that enables your organization to better engage with customers and prospects. Find out more by downloading our sponsored ContactBabel report on Customer Engagement and Personalization. Get it here now. (1)

Contact Center 52

Contact Center Self service Chatbots CRM 52