DMG Consulting

JANUARY 29, 2021

2021: The Year of the Contact Center. 2021 is off to a rocky start as countries struggle to roll out the vaccines needed to combat the COVID-19 pandemic. Contact centers all over the world were forced to accelerate their digital transformation the moment the lockdown hit, as the alternative was not an option.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

Solvvy

NOVEMBER 30, 2022

I’m pleased to share the first result of our shared vision, which centers around rapid innovation and a total focus on delivering happiness. Zoom Virtual Agent , an intelligent conversational AI chatbot solution, uses natural language processing and machine learning to accurately understand and painlessly resolve issues for customers.

Virtual Agent 62

Virtual Agent Chatbots Contact Center Healthcare 62

Revation Systems

OCTOBER 14, 2021

SAN FRANCISCO–( BUSINESS WIRE )–Revation Systems, a leader in cloud-based, compliant messaging and communications, today announced the company has been included in the list of 2021 ‘Hot Vendors in Artificial Intelligence (AI) for the Intelligent Contact Center’ by Aragon Research.

Contact Center 62

Contact Center Virtual Agent Chatbots Analytics 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

DMG Consulting

MARCH 30, 2021

Contact Centers’ Digital Transformation Has Only Begun. March 30, 2021 By Donna Fluss. A speedy transition was vital, and there was little time for niceties like making sure agents and other employees had a quiet place to work, high-speed bandwidth, a properly configured PC, or even a chair. NEXT ACT FOR CONTACT CENTERS.

Contact Center 79

Contact Center Real estate Self service Enterprise 79

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. The vast majority of the sales were to existing contact centers whose management made the decision to migrate to the cloud.

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction 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 2020 – 2021 Interaction Analytics Product and Market Report.

Consulting 62

Consulting Consulting Analytics Marketing 62

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

JUNE 8, 2021

DMG Consulting Releases 2021 – 2022 Interaction Analytics 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 Interaction Analytics Product and Market Report . When : Today, 3 June 2021.

Consulting 59

Consulting Consulting Analytics Marketing 59

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. When: Today, 13 October 2021. MEDIA ALERT. Background: .

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

JUNE 30, 2021

DMG Consulting Releases 2021-2022 Robotic Process Automation 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 Robotic Process Automation Product and Market Report. When: Today, 30 June 2021.

Consulting 59

Consulting Consulting Marketing Contact Center 59

DMG Consulting

MARCH 11, 2021

DMG Consulting Releases 2021 – 2022 Workforce Management 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 Workforce Management Product and Market Report. When: Today, 11 March 2021.

Consulting 59

Consulting Consulting Marketing Management 59

Creative Virtual

DECEMBER 7, 2021

Welcome to Creative Virtual’s annual year in review blog post for 2021! They also discussed the findings of ISG’s research and current successful virtual agent implementations. I’ve compiled our 2021 collection here so you can easily explore them all. By Mandy Reed, Global Head of Marketing.

Virtual Agent 52

Virtual Agent Chatbots Education Enterprise 52

ConvergeOne

SEPTEMBER 20, 2022

The satisfying potential of contact center automation that solves your customers’ needs. No wonder contact center agents are so hard to hire and retain. The Contact Center Conundrum: Conversations Without Context. It all starts with designing a 24/7 virtual agent automation that really works.

Interactive Voice Response 74

Interactive Voice Response Virtual Agent Contact Center Surveys 74

UJET

MARCH 22, 2021

When the pandemic first started, contact center operators were scrambling to support agents working from home. Huge investments were made ensuring agents had secure and remote access to the systems and tools they needed to do their job. Let’s walk through various use cases and the outcomes they drive.

Interactive Voice Response 82

Interactive Voice Response Virtual Agent Contact Center Self service 82

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

NICE inContact

MAY 11, 2021

Gartner predicts that 85% of customer interactions will be managed without humans in 2021. This might be a scary notion for agents who are sensitive to job security but rest assured that human agent jobs aren’t going away. The Contact Center is still inherently a forum for human engagement.

Chatbots 62

Chatbots Virtual Agent Contact Center Accountability 62

3CLogic

APRIL 6, 2021

When we think of Natural Language Processing being used in call centers, we typically think of chatbots or even a virtual assistant — an automated voice replacing a human one to handle our customer service needs. Improved oversight : The agent isn’t the only one who benefits. The Role of Voice Solutions in 2021 & Beyond.

Real estate 52

Real estate Contact Center Virtual Agent Enterprise 52

Uniphore

JULY 10, 2021

How to Cut Call Center Agent Onboarding Time in Half. and Make Every Agent Your Best Agent. Brian Cantor Leading CX Industry Analyst Contact Center Week. Live Demo Featuring 10 Ways to Simplify Agent Onboarding With AI & RPA. Brian Cantor Leading CX Industry Analyst Contact Center Week.

Call Center 89

Call Center Contact Center Consulting Consulting 89

DMG Consulting

SEPTEMBER 14, 2021

Jul 12, 2021 Donna Fluss. Companies are re-evaluating their salary structures as they struggle to hire people for traditionally low-level jobs, including: contact center/customer service representatives, bank tellers, retail clerks, servers, hospitality workers, flight attendants, healthcare aides, and more.

Employee engagement 98

Employee engagement Management Real estate Contact Center 98

BlueOcean

OCTOBER 22, 2020

Virtual Training: Moving from Just “Getting It Done” to “Doing It Well”. Now, as we roll toward 2021, training teams can focus on driving improvement. And that begins with the three key pillars to successful remote agent training: preparation, expectations, and engagement. Making Virtual Agent Training Work for You.

Contact Center 62

Contact Center Virtual Agent Best practices Personalization 62

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

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. in 2018, 23% in both 2019 and 2020, and 21% in 2021. 11/30/2017.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

SEPTEMBER 20, 2021

Contact Centers’ Road Map to Success in the New Normal. May 25, 2021 Donna Fluss. Contact Centers Moving Forward at an Accelerated Pace. Adding digital channels is a step in the right direction and a necessity for contact centers of all sizes in all verticals, but it is just the beginning.

Contact Center 48

Contact Center Real estate Self service Enterprise 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. 12/11/2019. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Contact Center Marketing 48

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. 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. IVAs Role in Delivering a Great Service Experience.

Self service 87

Self service Virtual Agent Consulting Consulting 87

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. in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

FEBRUARY 11, 2021

DMG Consulting Releases New Report on Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. When: Today, 11 February 2021. Background: .

Consulting 48

Consulting Consulting Contact Center Virtual Agent 48

DMG Consulting

SEPTEMBER 24, 2021

July 7, 2021 Donna Fluss. This analytics application helped enterprise and contact center executives navigate uncharted territory by giving them information and insights to keep them apprised of the state of their customers and employees. IA BENEFITS THE CONTACT CENTER.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

Uniphore

OCTOBER 21, 2021

2 1 , 2021 [12 AM PST, 3 AM EST ] – Uniphore announced today that it has completed its acquisition of Jacada and is unveiling the industry’s most compre he nsive p latform that will further enable enterprises to transform customer experiences. PALO ALTO, Calif. ,

Interactive Voice Response 75

Interactive Voice Response Self service Call flow Virtual Agent 75

DMG Consulting

JANUARY 20, 2022

The virtual economy was energized, and growth accelerated for companies that could move their activities and operations online. Departments that had previously taken a negative view of remote work, including contact centers, found out by necessity that this was a viable option for them. percent in the first half of 2021.

Contact Center 54

Contact Center Enterprise Employee engagement Virtual Agent 54

Xaqt

JANUARY 15, 2021

Paul Stockford of Saddletree Research, a leading analyst firm in the Contact Center industry, published today a Research Brief covering Xaqt's AI powered Vaccination Communication and Scheduling automation platform. Please contact Chris Crosby at chris@xaqt.com for questions or further commentary.

Virtual Agent 40

Virtual Agent Government Contact Center Chatbots 40

DMG Consulting

SEPTEMBER 26, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG predicts that the contact center speech analytics market will grow by 11% in 2018, 10% in 2019, 10% in 2020, 10% in 2021, and 9% in 2022.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

JULY 31, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG expects revenue in the call tracking market to grow by 10% – 15% in each of the next 3 years, 2019 – 2021. What: Releases 2019 Call Tracking Product Report .

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 48

3CLogic

MAY 26, 2022

Dynamic Solutions: Customers crave multiple options to reach your contact center. Consistency: Customers expect every avenue of contact to provide the same experience. During 2020 and 2021, customers rapidly moved to digital-first interactions, creating a permanent change in the ways companies approach customer experience.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

Creative Virtual

DECEMBER 10, 2020

I don’t need to tell you that not everything went as planned, but there were still some bright spots for us and the chatbot, virtual agent and live chat industry. Creative Virtual started 2020 celebrating the company’s Sweet Sixteen. 2020 was a record-breaking year for use of our virtual agent and chatbot implementations.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52