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. Decision-makers are considering many factors, including: Is it safe to use AI?

Contact Center 48

Contact Center Virtual Agent Self service Benchmark 48

SmartAction

JANUARY 11, 2024

FORT WORTH, Texas, January 10, 2024 SmartAction, a leading provider of AI-powered virtual agents for customer-obsessed brands , is proud to announce a comprehensive brand refresh and the launch of its innovative NOVA (Natural Omnichannel Virtual Agent) agent design platform.

Virtual Agent 89

Virtual Agent Customer Service Call flow Self service 89

DMG Consulting

FEBRUARY 20, 2025

Contact Center Key Technology Trends for 2025: AI Leads the Charge Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in contact centers. Workforce management (WFM) came in second place, identified by 40.8% of survey participants.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

NobelBiz

MARCH 11, 2025

For example, when you call your bank or an e-commerce platform, AI can now: Instantly verify your identity Retrieve your order history or account details Answer common questionswithout human intervention The global call center AI market size was valued at USD 2.00 billion in 2024 and is projected to grow at a CAGR of 23.8%

Call Center 52

Call Center Chatbots Complaint resolution Consulting 52

3CLogic

FEBRUARY 7, 2024

Creating a seamless and customer-centric contact center that ensures you’re staying ahead of the competition requires a comprehensive digital transformation strategy. If your contact center isn’t embedded within your CRM or service management platform — such as ServiceNow or SAP — it’s time to raise an eyebrow.

Contact Center 59

Contact Center Cloud contact CRM Self service 59

SmartAction

FEBRUARY 11, 2020

Leading provider of AI-powered Virtual Agents for omnichannel self-service posts its largest growth in sales bookings for the year. As the global intelligent virtual agent market is expected to reach $11.3b SmartAction’s 2019 Momentum Highlights. About SmartAction.

Virtual Agent 57

Virtual Agent Self service Enterprise SaaS 57

Connect

APRIL 18, 2024

Amid this hype, Chief Technology Officers (CTOs) feel pressure to invest in Gen AI in some form, with a BCG survey of over 1,400+ C-suite executives revealing that 89% rank AI and Gen AI as a top-three tech priority for 2024. However, Gen AI is not a plug-and-play solution.

Virtual Agent 87

Virtual Agent Chatbots Average Handle Time Engineering 87

DMG Consulting

AUGUST 3, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The Report focuses on contact center and service-related uses of interaction (speech and text) analytics. When: Today, 23 July 2020.

Consulting 62

Consulting Consulting Analytics Marketing 62

DMG Consulting

APRIL 15, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG’s 13 th annual report on the contact center workforce management (WFM) sector delivers a comprehensive analysis of the vendors, products, pricing and best practices for this IT sector.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

JUNE 30, 2021

Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2021-2022 Robotic Process Automation Product and Market Report.

Consulting 59

Consulting Consulting Marketing Contact Center 59

JustCall

APRIL 3, 2024

Features you should look for in modern auto dialers Here are four crucial features that modern auto dialers in 2024 should have to maximize the potential of your sales teams or agents: Predictive dialing: Basic auto dialers are better than manual dialing , but predictive dialing takes it further.

Sales 52

Sales CRM Scripts APIs 52

DMG Consulting

AUGUST 16, 2022

What’s more, consumers believe they have the right to interact with an organization in multiple channels and, when appropriate, to pivot between channels, such as when an intelligent virtual agent (IVA) needs to send information to a consumer’s cell phone via SMS during a phone conversation. IVAs Are Not Just a Contact Center Solution.

Self service 48

Self service Interactive Voice Response Virtual Agent Contact Center 48

DMG Consulting

MARCH 11, 2021

Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . Background: DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2021 – 2022 Workforce Management Product and Market Report.

Consulting 59

Consulting Consulting Marketing Management 59

DMG Consulting

JUNE 1, 2022

Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services , today released its 2022 – 2023 AI-Enabled Self-Service for the Enterprise report.

Self service 48

Self service Consulting Consulting Enterprise 48

DMG Consulting

OCTOBER 17, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting’s third report on robotic process automation (RPA) focuses on contact center, back-office and enterprise uses of this technology. When: Today, 3 October 2019.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

APRIL 13, 2022

Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . Background: DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2022 – 2023 Workforce Management for the Enterprise report.

Consulting 48

Consulting Consulting Enterprise Management 48