Tethr

NOVEMBER 15, 2021

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. That said, finding a good contact center reporting and analytics tool can be hard. The best contact center reporting and analytics tools.

Contact Center 93

Contact Center Analytics Marketing First call resolution 93

Call Center Weekly

FEBRUARY 21, 2018

These solutions should have easy to access and fun agent portals with individual, team and enterprise dashboard to make it easy for any level of user to see performance and competition trends. The best in class solutions will aggregate data systemically from literally every piece of technology involved in your operation.

Gamification 180

Gamification Best practices Contact Center Metrics 180

DMG Consulting

JANUARY 24, 2023

Interaction Analytics Helps Companies Hear their Customers View this article on the publisher’s website. INTERACTION analytics (IA) is a must-have solution for enterprises that want to understand and enhance their customer experience. Interaction analytics is the only application that can provide this range of information.

Analytics 62

Analytics Enterprise Quality management Contact Center 62

TechSee

APRIL 21, 2021

AI is reshaping the enterprise approach to self-service. AI-Based Prediction of Customer Behavior via Speech Analytics. Thanks to structured data analysis, predictive analytics can now be performed by extracting information from massive amounts of data and using it to predict trends and future behavior patterns, such as customer churn.

Call Center 136

Call Center Contact Center Self service call center solutions 136

DMG Consulting

JUNE 8, 2021

DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report. What : Releases 2021 – 2022 Interaction Analytics Product and Market Report . The Report focuses on contact center and service-related uses of interaction analytics (IA). Work-at-home (WAH) is here to stay.

Consulting 59

Consulting Consulting Analytics Marketing 59

DMG Consulting

JANUARY 2, 2018

Scouting Report: Speech Analytics Enters Its Next Act — Maturity. The speech analytics market continues on its remarkable journey as it matures, enters middle age, and confronts a variety of new challenges. Speech analytics has reached maturity after 14 years in the commercial market. THE NEXT ACT FOR SPEECH ANALYTICS.

Analytics 54

Analytics Enterprise Contact Center Engineering 54

DMG Consulting

AUGUST 26, 2024

GenAI Is Revolutionizing Conversation Analytics View this article on the publisher’s website The conversation analytics IT sector is strong and picking up momentum, due in large part to generative artificial intelligence (genAI)’s contributions.

Analytics 48

Analytics Contact Center Quality management Calibration 48

DMG Consulting

APRIL 13, 2022

Interaction Analytics: What’s Driving Adoption. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information. By Donna Fluss.

Analytics 48

Analytics Enterprise Contact Center Quality management 48

DMG Consulting

JANUARY 1, 2024

The need for WEM applications and tools that elevate the CX, engage and empower employees, deliver actionable insights to enterprise managers, and improve contact center quality and productivity has never been greater. This is where the newly reimagined WEM platform comes in.

Consulting 59

Consulting Consulting Enterprise Marketing 59

CSM Magazine

JUNE 24, 2021

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . In the first two blogs in this series, we set out to define what it really means to be a Connected Enterprise, identifying the top three characteristics that all connected organisations share.

Enterprise 52

Enterprise Multichannel Analytics Quality management 52

DMG Consulting

AUGUST 31, 2021

Contact Center Technology Paves the Way for Enterprise-Wide CX Improvement. The pressure is on for enterprises to improve their customer experience (CX). Other industry thought leaders have identified the explosion of digital channels as a reason why the quality of service seems to be falling like a rock.

Enterprise 59

Enterprise Contact Center Technology Analytics 59

DMG Consulting

APRIL 14, 2023

Interaction Analytics: Listening in on the Omnichannel Customer Journey View this article on the publisher’s website. Interaction analytics (IA) literally listens to (or reads) the voice of the customer and interprets what they are saying (or writing) and how they feel about a company, product, or service.

Analytics 48

Analytics Quality management Contact Center Enterprise 48

DMG Consulting

FEBRUARY 25, 2019

Speech Analytics and AI Is a Winning Combination. Service, quality management, and the customer journey will all see big gains. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. By Donna Fluss. Improvements in Speed and Accuracy.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

DMG Consulting

NOVEMBER 13, 2018

Contact center quality assurance (QA, also known as quality management (QM)), has been around for over 40 years. Again – great concept, but in too many situations the QA team was not positioned for success because they did not have access to share their insights with appropriate contact center managers or enterprise executives.

Analytics 76

Analytics Contact Center Quality management Construction 76

DMG Consulting

DECEMBER 1, 2020

Automation solutions – Intelligent virtual agents (IVAs), virtual assistants (VAs), robotic process automation (RPA) and workflow have emerged as essential enablers for enterprises. The benefits for enterprises are clear, as is the opportunity that these solutions are creating for much higher-level employment opportunities. .

Contact Center 100

Contact Center Government Self service Virtual Agent 100

Calabrio

OCTOBER 30, 2018

Calabrio News Calabrio Builds on Promise of Easy, Personalized and Smart Solutions for Enterprises Share Complexity in the contact center impacts the bottom line. Add to that the challenge for enterprise organizations to manage their fast-paced, sprawling contact centers.

Enterprise 52

Enterprise Personalization contact center workforce industry standards 52

DMG Consulting

MAY 26, 2020

2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. Adoption of cloud-based recording is starting to pick up momentum, as is analytics-enabled quality management (QM). . WFO Trends in 2020.

Contact Center 96

Contact Center Analytics Consulting Consulting 96

DMG Consulting

OCTOBER 10, 2022

Outlook for Interaction Analytics. Interaction (speech and text) analytics is celebrating its 20 th year in the commercial market. While we talk a great deal about interaction analytics, the majority of “interaction” analytics used in contact centers today is still just speech analytics.

Analytics 48

Analytics Contact Center Enterprise Engineering 48

DMG Consulting

MARCH 1, 2019

The WFO market has been in transition for the past several years; the primary applications in the sector, recording and quality management/quality assurance, are mature. ANALYTICS, AI, AND RPA. And combining IA with customer journey analytics (CJA) leads to even deeper insights for the enterprise.

Marketing 84

Marketing Contact Center Analytics Enterprise 84

DMG Consulting

AUGUST 3, 2020

Interaction analytics (IA) is a highly valuable application for contact centers, with even higher potential for making major contributions to other enterprise departments. IA is an essential input into the customer journey analytics (CJA) process, particularly when the feedback is provided on a timely basis. IA Challenges.

Enterprise 78

Enterprise Contact Center At home agents Analytics 78

Talkdesk

MAY 6, 2020

These disparate systems range from communication channel point products like chat, telephony and messaging apps, to siloed CRM systems, to disconnected Workforce Management, Quality Management, Analytics, AI technology and more. Workforce engagement applications to ensure teams are engaged, empowered and productive.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

Cisco - Contact Center

AUGUST 18, 2020

Our enhanced Webex Workforce Optimization (WFO) cloud suite includes quality management, workforce management and analytics that empower contact center supervisors to optimize agent performance and gain valuable data insights about their customers. Simplified Deployment and Management with Webex Control Hub.

Contact Center 93

Contact Center contact center solutions Analytics Entertainment 93

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

DMG Consulting

FEBRUARY 5, 2020

As it’s difficult to get enterprise executives and managers to participate in any kind of a survey, this year we decided to ask only 3 questions. The findings for the three questions were extremely positive and reflect the very upbeat attitude of enterprise executive and contact center leaders toward new technology investments.

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

CSM Magazine

JUNE 10, 2022

Contact centre solutions disruptor launches industry leading AI capabilities for quality management teams and performance improvement leaders. Series-A bound UK scale-up EvaluAgent has today announced the launch of its AI-powered Conversation Analytics capabilities. About EvaluAgent.

Analytics 52

Analytics Marketing Average Handle Time Quality management 52

Hodusoft

JUNE 17, 2021

Contact centers that emphasize coaching and training should look into systems with quality management modules or standalone quality management solutions. Contact centers in which agents heavily use applications such as CRM applications should look into desktop analytics to supplement call recording.

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

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

NICE inContact

MAY 16, 2019

Complete digital service management across contact center operations — through end-to-end enhancements for digital-first omnichannel management, such as routing, forecasting/scheduling, quality management, interaction analytics, and more.

Enterprise 54

Enterprise Contact Center Quality management Analytics 54

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop 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. When: Today, 22 August 2017. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

MAY 8, 2023

The investments are primarily in the following categories: artificial intelligence (AI), automation, analytics, and user interface/user experience (UI/UX). The market is at a pivotal point, and the new wave of enhancements and innovations will help convert these suites into WEM platforms that provide enterprise-wide benefits.

Management 62

Management Contact Center Enterprise Analytics 62

Talkdesk

MAY 11, 2020

Doing so provides greater transparency into the quality management process and helps teams identify small wins they can celebrate to build and maintain strong morale and motivation. That’s why this company uses speech analytics and AI to surface moments of really negative customer sentiment on calls. Additional Resources: .

Coaching 88

Coaching Contact Center Morale Analytics 88

DMG Consulting

MARCH 11, 2022

On an annual basis, in the November/December time frame, DMG Consulting (DMG) conducts a worldwide survey of contact center and enterprise executives and managers to identify their top operational and technology investment priorities for the coming year. 2022: The Year Dedicated to Improving the Customer Experience.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

DMG Consulting

DECEMBER 7, 2020

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

Consulting 62

Consulting Consulting Contact Center Marketing 62

Serenova

AUGUST 11, 2020

Serenova can help businesses and agents work more efficiently and deliver higher customer satisfaction with robust quality management capabilities, a true omnichannel platform and enterprise-grade integrations for all of your business-critical systems. CxEngage Quality Management. Enterprise-Grade Integrations.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

DMG Consulting

JANUARY 10, 2022

To optimize their overall service experience, enterprises need to view it through the eyes of their customers and re-imagine the entire customer journey, not just what happens in the contact center. Figure 1: Workforce Optimization/Workforce Engagement Management Suite.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

DMG Consulting

SEPTEMBER 4, 2020

However, once companies stabilize and start investing in technology again, DMG expects a few of the WFO applications, specifically workforce management and speech analytics, to attract significant attention, due to their contributions and benefits in helping companies deal with COVID-19. WFO Market Performance. Final Thoughts.

Contact Center 87

Contact Center Analytics Consulting Consulting 87

Cisco - Contact Center

DECEMBER 17, 2020

For example, customer experience journey context displayed on the agent desktop and customer experience analytics reports that capture customer feedback trends and allow for proactive, closed-loop response. Optional integrated Webex Workforce Optimization provides tools for workforce management, quality management, and workforce analytics.

Customer Experience 111

Customer Experience Contact Center APIs Analytics 111