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. AI will become more prevalent in 2021. These areas provide increased flexibility and ‘voice of the customer’ related insight, they can also deliver significant competitive advantages. planned, 46.5%

Contact Center 68

Contact Center Self service Chatbots Gamification 68

DMG Consulting

MARCH 31, 2017

The vendors are starting to invest in new technology and approaches, including next-gen WFM and intraday management capabilities, which have the potential to greatly improve the effectiveness of these solutions. 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

DMG Consulting

MAY 8, 2017

DMG expects the number of gamification seats to grow by 30% in 2017 and 2018, 35% in 2019 and 2020, and 33% in 2021. DMG foresees the next 3 – 5 years to be highly productive for gamification providers, as this is an area that is attracting substantial interest and investments. For more information, visit www.dmgconsult.com. # # #.

Gamification 48

Gamification Consulting Consulting Contact Center 48

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.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

OCTOBER 18, 2017

An even greater opportunity exists for vendors to deliver solutions that are cloud-based and address both speech and text interactions. DMG predicts that the contact center speech analytics market will grow by 12% in 2017, 11% in 2018, 10% in 2019, 10% in 2020, and 10% in 2021.

Consulting 48

Consulting Consulting Analytics Marketing 48

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

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. Cons : Its customer support service can be better.

Contact center software 40

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

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. will have extended Teams to their contact center for voice and 31.1% Today, customer satisfaction is the top business priority, but successful companies cite it as their 1 priority. Artificial Intelligence: 71.6%

Contact Center 61

Contact Center Scripts Cloud contact Technology 61

8x8

FEBRUARY 6, 2019

VIsibility into customer interactions and IVR usage. Quality management. Performance management tool built around collaboration and coaching. Provides voice-of-the customer insights for 100% of calls. Provide a real-time view into critical contact center metrics. Contact center analytics.

Analytics 48

Analytics CRM APIs Contact Center 48

DMG Consulting

SEPTEMBER 20, 2021

May 25, 2021 Donna Fluss. The pandemic proved that contact center employees—agents, supervisors, managers, quality management specialists. workforce management administrators, business analysts, and reporting specialists—can generally work as productively from their homes. What’s Next for Contact Centers.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

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

Enghouse Interactive

FEBRUARY 18, 2021

For 2021, 79.6% It’s an investment that drives both tangible and intangible benefits for customers and the organization. Prioritize CX transformation initiatives successful companies ensure that CX projects have executive leadership commitment and support. Increased spending for CX-related technologies is imperative.

Contact Center 56

Contact Center Analytics Self service Metrics 56

DMG Consulting

MARCH 30, 2021

March 30, 2021 By Donna Fluss. Lastly, the pandemic proved that contact center agents and other employees, such as supervisors, managers, quality management specialists, and workforce management administrators, can be as productive working from home as they were in the office.

Contact Center 79

Contact Center Real estate Self service Enterprise 79