TechSee

APRIL 21, 2021

AI is reshaping the enterprise approach to self-service. AI enhances existing self-service capabilities, such as smart FAQ and IVR, with the new cognitive capabilities in chatbots or virtual agents. AI-Based Prediction of Customer Behavior via Speech Analytics. Will AI in call centers replace agents?

Call Center 136

Call Center Contact Center Self service call center solutions 136

Connect

FEBRUARY 2, 2025

According to Gartner predictions, more than 50% of enterprises will use industry cloud platforms by 2028, as greater agility and the ability to access new digital capabilities become a business necessity to maintain relevance and competitiveness. Layering in data lakes determines whether cloud migrations sink or swim.

Journey mapping 65

Journey mapping Virtual Agent Cloud contact Chatbots 65

DMG Consulting

JUNE 27, 2022

Making the Case for an Intelligent Virtual Agent. So it should be simple for enterprises to give customers what they want, particularly because it’s also highly beneficial for employees and the bottom line. The post Making the Case for an Intelligent Virtual Agent appeared first on DMG Consulting.

Virtual Agent 48

Virtual Agent Interactive Voice Response Self service Average Handle Time 48

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

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

3CLogic

AUGUST 18, 2020

However, migrating to the cloud is not as simple as flipping a switch, especially if an enterprise has already invested in an on-premise telephony infrastructure. However, enterprises continue to remain dependent on their existing call center platform (IVR, queue management, reporting, etc.)

call center solutions 96

call center solutions Call Center Cloud contact CRM 96

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

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 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 13th annual Speech Analytics Product and Market Report.

Consulting 48

Consulting Consulting Analytics Marketing 48

AWS Machine Learning

FEBRUARY 6, 2023

To support WaFd’s vision, Talkdesk has extended its self-service virtual agent voice and chat capabilities with an integration with Amazon Lex and Amazon Polly. Talkdesk CX Cloud offers enterprise scale with consumer simplicity to deliver speed, agility, reliability, and security.

Cloud contact 87

Cloud contact Self service Contact Center Virtual Agent 87

DMG Consulting

DECEMBER 1, 2020

However, the key to success remains being able to connect with a live agent, when necessary. . Automation solutions – Intelligent virtual agents (IVAs), virtual assistants (VAs), robotic process automation (RPA) and workflow have emerged as essential enablers for enterprises. Learn more at www.dmgconsult.com.

Contact Center 100

Contact Center Government Self service Virtual Agent 100

DMG Consulting

FEBRUARY 25, 2019

Speech Analytics and AI Is a Winning Combination. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. Vendors in most IT sectors claim to provide AI-enabled solutions, and the speech analytics providers are no exception. By Donna Fluss.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

DMG Consulting

AUGUST 10, 2018

Recent advancements in artificial intelligence (AI) technology coupled with consumer preference for digital channels, is driving interest in and adoption of intelligent virtual agents (IVAs) and a related technology, robotic process automation (RPA). Enterprise Benefit. Intelligent virtual agents (IVAs).

Interactive Voice Response 78

Interactive Voice Response Virtual Agent Self service Contact Center 78

DMG Consulting

AUGUST 17, 2017

Contact Centers are some of the most technically sophisticated operations in the enterprise, putting to use more than 45 systems and applications. Advancements in artificial intelligence (AI), machine learning, Big Data analytics, and mobility are all driving contact center innovation. Speech analytics. August 2017.

Contact Center 69

Contact Center Technology Big data Gamification 69

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 Virtual Agent Marketing 48

DMG Consulting

JUNE 1, 2022

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. What: Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise report. Intelligent virtual agents are demonstrating their ability to deliver timely, conversational, concierge-type automated self-service to customers.

Self service 48

Self service Consulting Consulting Enterprise 48

DMG Consulting

JUNE 11, 2019

The robotic process automation (RPA) market is growing rapidly, and new uses are being identified throughout enterprises continually. Powered by speech technologies, AI, machine learning, analytics and more, IVAs are being leveraged to usher in a new standard of voice and digital self-service, in a channel-optimized format.

Marketing 80

Marketing Virtual Agent Consulting Consulting 80

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Expanded coverage driven by demand for omni-channel and customer journey analytics. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 48

Consulting Consulting Contact Center Analytics 48

3CLogic

OCTOBER 9, 2018

With Voice activated personal assistants becoming the new user interface of choice in our homes and cars, it’s only natural for enterprises to focus on voice interface technology as a customer engagement channel.

Analytics 51

Analytics Virtual Agent Wait times Contact Center 51

DMG Consulting

APRIL 13, 2022

DMG Consulting Releases 2022 – 2023 Workforce Management for the Enterprise Report. What: Releases 2022 – 2023 Workforce Management for the Enterprise Report. The Report’s new name (formerly the Workforce Management Product and Market Report ) reflects the growing benefits of WFM throughout the enterprise, beyond the contact center.

Consulting 48

Consulting Consulting Enterprise Management 48

UJET

MARCH 22, 2021

Conversational AI & Virtual Agents. Now, when it comes to conversational AI and virtual agents, you can drive significant growth in 3 key areas: You can reduce the time customers spend in the IVR and the frustration associated with robotic voice prompts by using AI-powered conversational and intent based routing.

Interactive Voice Response 82

Interactive Voice Response Virtual Agent Contact Center Self service 82

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. Speech and text analytics (also known as interaction analytics) came in fifth (24.6%).

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

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. Enterprises are looking to the future and are trying to ensure their viability in a rapidly changing world of technology and automation. When: Today, 3 March 2020. About DMG Consulting LLC.

Consulting 62

Consulting Consulting Contact Center Gamification 62

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. While there is still work to be done in this area, the improved and simplified development environments are changing the cost dynamics of the self-service market and giving enterprises the control they require.

Self service 87

Self service Virtual Agent Consulting Consulting 87

8x8

MARCH 12, 2019

Contact Center AI empowers enterprises to use AI to augment and improve their contact centers.” . Here’s what AI in the contact center could do for your business: Use a Virtual Agent. A combination of 8x8’s existing AI technology and Google’s Contact Center AI gives you the ability to route simple questions to a virtual agent.

Contact Center 54

Contact Center Cloud contact Virtual Agent Wait times 54

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

DMG Consulting

NOVEMBER 3, 2020

The last few years have brought significant changes to WFM solutions; they have been enhanced to meet the needs of omni-channel servicing environments, multinational enterprises, digital natives and the up-and-coming Gen Z workforce. . AI and intelligent automation are enabling major enhancements to WFM solutions.

Gamification 87

Gamification Self service Contact Center Virtual Agent 87

DMG Consulting

NOVEMBER 14, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Enterprises are taking steps to revamp their service organizations, allowing customers to interact via enhanced self-service and digital channels, in addition to voice.

Consulting 62

Consulting Consulting Marketing Customer Service 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. The last few years have seen enhancements to WFM solutions to meet the needs of omni-channel service environments, multi-national enterprises and the Millennial and Gen Z workforce. .

Consulting 62

Consulting Consulting Marketing Management 62

Interaction Metrics

MARCH 20, 2025

Winner: Medallia Medallia sits at the forefront of all-in-one enterprise CX because it unifies just about every feedback channelsurveys, social, web, video, call centers, text analyticsinto a single, comprehensive platform. This level of scale makes it invaluable for large enterprises that need to rapidly sift through massive data streams.

Enterprise 62

Enterprise Surveys Analytics Feedback 62

DMG Consulting

JANUARY 29, 2021

This is exactly what DMG asked enterprise, IT and contact centers leaders from around the world in our annual contact center goals and priority survey, conducted in November and December 2020. These three initiatives are highly interrelated and involve major changes and investments throughout the enterprise. of respondents.

Contact Center 62

Contact Center Interactive Voice Response Self service Enterprise 62

DMG Consulting

FEBRUARY 1, 2022

Intelligent Virtual Agents and Virtual Assistants. While there are many names for AI-enabled self-service solutions, intelligent virtual agent (IVA) is the most commonly used term for the customer-facing concierge type.

Self service 59

Self service Virtual Agent Scripts Contact Center 59

DMG Consulting

FEBRUARY 15, 2018

Given consumers’ changing attitudes toward self-service and the arrival of more accurate speech recognition, it’s the right time for companies to update their self-service strategies by upgrading their IVRs, and that means embracing intelligent virtual agents (IVAs).

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

TechSee

FEBRUARY 12, 2018

Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. customer exhibitors at MWC 2018: Verto Analytics. Virtual agent exhibitors at MWC 2018: Nuance.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. customer exhibitors at MWC 2018: Verto Analytics. Virtual agent exhibitors at MWC 2018: Nuance.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

DMG Consulting

OCTOBER 4, 2017

In any case, these three applications can make major contributions to enterprises, customers, and agents, and should be considered by all contact centers as they begin to plan their 2018 budgets. Intelligent Virtual Agents (IVAs). The acquired knowledge is assimilated and leveraged in future interactions.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

DMG Consulting

MARCH 1, 2019

Customer journey analytics (CJA) can show the way forward, but it’s easier said than done. She provides strategic and practical counsel for enterprises, solution providers, and the investment community. A recognized visionary author and speaker, Fluss drives strategic transformation and innovation throughout the service industry.

Customer Service 72

Customer Service Average Handle Time Virtual Agent Contact Center 72

CSM Magazine

JUNE 16, 2023

Bella AI, a revolutionary no-code bot-building platform, helps enterprises build their own applications. This gives organizations the enterprise-level analytics and reporting they need to obtain automatic insights, driving better outcomes with informed decisions.

Customer Service 52

Customer Service Virtual Agent Chatbots Enterprise 52