2024 Consulting Quality management 
DMG Consulting
FEBRUARY 12, 2025
Our December 2024 survey addressed these topics for 2025. DMGs 2023 survey, which addressed 2024 planning, found 28.0% of those respondents expected to invest in it by the end of 2024, for a total of 65.1%. DMGs December 2024 survey results determined that 78.0% DMGs December 2024 survey results determined that 78.0%
DMG Consulting
JANUARY 1, 2024
The availability of generative AI and contact center-focused and vertical-specific large language models (LLMs) is allowing new best-of-breed competitors to enter the WEM technology sector, particularly with real-time guidance, analytics-enabled quality management (AQM), and automated post-interaction summarization offerings. “AI
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DMG Consulting
NOVEMBER 7, 2023
The second is by expanding their CCaaS functionality to include WEM applications for recording, quality management, workforce management, and interaction analytics. The CCaaS market is executing well and is on track to continue its strong performance despite today’s unique economic environment.
DMG Consulting
SEPTEMBER 12, 2023
The rapid growth and trajectory of this sector is being fueled by the digital transformation and AI revolution,” says Donna Fluss, President of DMG Consulting LLC. Productivity increases when agents have on-the-fly access to the right information to handle customer interactions, reducing holds, transfers and average handle time.
DMG Consulting
NOVEMBER 6, 2024
GenAI is Transforming Conversation Analytics and Making it Better November 2024 As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a different name. However, we often discover the product hasn’t really changed much – if at all.
DMG Consulting
FEBRUARY 8, 2024
AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.
DMG Consulting
NOVEMBER 8, 2023
2024: The Year for Contact Center AI November, 2023 2024 is fast approaching, and contact center executives and leaders are trying to figure out how to incorporate artificial intelligence (AI) into their operations. The post 2024: The Year for Contact Center AI appeared first on DMG Consulting.
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