DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. DMG expects analytics-enabled quality management (AQM) to be one of the “next big things” in the IA market. Product Innovation.

Analytics 107

Analytics Contact Center Enterprise Marketing 107

Hodusoft

JUNE 17, 2021

HoduCC – the Call & Contact Center software by HoduSoft has been named as Category Leader and FrontRunner for call recording software in the latest list published by Gartner Digital Markets Report. It is our vision to make innovative market leading software accessible to businesses of all sizes. billion USD in 2020.

Marketing 98

Marketing Contact Center Telecommunications voip 98

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. These processes had high costs but generated low value and non-strategic insights.

Quality management 75

Quality management Contact Center Management Best practices 75

DMG Consulting

JUNE 8, 2021

DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report. Who : DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What : Releases 2021 – 2022 Interaction Analytics Product and Market Report . When : Today, 3 June 2021.

Consulting 59

Consulting Consulting Analytics Marketing 59

DMG Consulting

MARCH 1, 2019

Thanks to AI and RPA, the WFO Market Surges. The first half of 2018 was strong for the workforce optimization (WFO) market in general, up 6.4 The two market leaders, NICE and Verint, which together accounted for 75.5 The two market leaders, NICE and Verint, which together accounted for 75.5 By Donna Fluss. million, a 24.2

Marketing 84

Marketing Contact Center Analytics Enterprise 84

Callminer

NOVEMBER 18, 2020

Brett Prentiss is the Co-Founder of Instinct Marketing. Natalya Bucuy is a content marketer at LiveHelpNow. Launch technology to automate, monitor, manage, and support all aspects of the customer experience. Examples include call recording, speech analytics and real-time monitoring. Brett Prentiss. InstinctMarket2.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Calabrio

MARCH 5, 2025

Analytics Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 Share Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 What area do you see as the biggest opportunity for growth in your contact center? Why is call quality monitoring so important in the contact center?

Best practices 52

Best practices Coaching Scripts Contact Center 52

Callminer

FEBRUARY 21, 2018

A few years ago, when we were making our transition to call tracking, a big thing we looked for when comparing software was the ability to integrate directly with Google Analytics. Gregory Golinski is a digital marketing executive for YourParkingSpace , a platform connecting drivers with parking space owners. Gregory Golinski.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

TeleDirect

FEBRUARY 3, 2025

Businesses in Uncertain Times In todays unpredictable business environment, companies must remain agile to survive economic shifts, market changes, and unexpected crises. businesses in uncertain times offers organizations the adaptability they need to scale operations, reduce costs, and maintain high-quality customer service.

outsourcing 62

outsourcing Call Center Healthcare CRM 62

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. It offers implicit insights into customer behavior and sentiment.

Journey mapping 52

Journey mapping Analytics Contact Center Surveys 52

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

Calabrio

APRIL 8, 2025

Analytics A Guide to Contact Center Sentiment Analysis & Measurement Jump ahead What is Contact Center Sentiment Analysis? In the contact center, customer interaction analytics can run into the same issue when analyzing a voice call. But to go with their analytics and sentiment analysis tools, teams need the right strategy.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

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.

Consulting 48

Consulting Consulting Analytics Marketing 48

MiaRec

FEBRUARY 27, 2023

Are you trying to get an idea of the general cost of contact center software solutions in the market? Are you frustrated that you cannot find reliable pricing information anywhere?

Analytics 98

Analytics Contact center software Contact Center Marketing 98

Calabrio

MARCH 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. Managing Technology: The contemporary contact center is an increasingly digital place.

Best practices 52

Best practices Contact Center Management Call Center 52

Calabrio

APRIL 11, 2025

Modern Workforce Engagement Management (WEM) software , encompassing tools for efficient workforce planning, as well as quality management and performance coaching , can play a vital role here. Integrate Quality Insights Directly into Coaching Workflows Bridge the gap between evaluation and development.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Talkdesk

FEBRUARY 16, 2021

Workforce optimization (WFO) in the contact center comprises multiple capabilities, including quality management, workforce management, speech analytics, performance management and call recording. You rely on outdated analytics and business success metrics. You have a limited workforce optimization strategy.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

Calabrio

FEBRUARY 7, 2025

Because of the power that todays tools can bring to the contact center, a teams choice of workforce engagement management (WEM) or workforce management (WFM) solutions can be truly make-or-break. Key Features & Differentiators Market presence: NICE is a market leader with a large global customer base.

contact center workforce 52

contact center workforce Contact Center Analytics Quality management 52

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 Contact Center Quality management 62

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

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. Each of these market challenges represents substantial opportunity for vendors and end users. 12/21/2017.

Analytics 54

Analytics Enterprise Contact Center Quality management 54

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure 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. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Calabrio

MARCH 31, 2025

In the process, the contact center AI market is expected to nearly triple in size between 2025 and 2030 as organizations expand investments, tools and capabilities multiply, and new challenges come and go. Deeper Speech Analytics and Sentiment Analysis Go beyond basic sentiment. Yet adoption is only the first step of many to come.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

DMG Consulting

JUNE 12, 2022

Getting Started with Real-Time Speech Analytics. Real-time speech analytics is a highly beneficial and practical artificial intelligence (AI)-based application that should be used by contact centers to “listen” to customer conversations and provide guidance to agents as they are helping callers. June 2022 By Donna Fluss.

Analytics 62

Analytics Contact Center Best practices Consulting 62

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

Calabrio

FEBRUARY 7, 2025

Beyond the Open Platform, their portfolio also includes solutions for customer analytics, workforce optimization, and compliance. However, if youre here, youre probably wondering whether Verint workforce management solutions are up to the task of meeting todays contact center needs and challenges. Why Look for Verint Alternatives?

Management 52

Management contact center workforce Contact Center Schedule adherence 52

TechSee

APRIL 21, 2021

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. Will AI in call centers replace agents?

Call Center 136

Call Center Contact Center Self service call center solutions 136

Calabrio

FEBRUARY 25, 2025

Explore the must-have features of a CX platform, from interaction recording to AI-driven analytics. Sometimes, CX platforms are also referred to as CX management (CXM) software , platforms, or solutions. A contact center platform will help manage and enable direct customer communications across channels.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

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

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 Contact Center Quality management Enterprise 48

DMG Consulting

NOVEMBER 7, 2023

Artificial intelligence, including generative AI, is speeding up innovation and adoption in the CCaaS market and is delivering quantifiable benefits that increase productivity, improve self-service capabilities, and enhance the customer and employee experience (CX/EX).

Consulting 59

Consulting Consulting Contact Center Marketing 59

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Consulting 59

Consulting Consulting Enterprise Marketing 59

Calabrio

FEBRUARY 25, 2025

In the 2024 G2 Grid Report for Contact Center Workforce products , NICE WFM users ranked the platforms quality of support, along with Verint WFM , among the lowest of any market leaders. Focus on enterprise-scale deployments: Verint’s solutions are often geared towards large enterprises with complex workforce management needs.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

DMG Consulting

NOVEMBER 13, 2018

Contact center quality assurance (QA, also known as quality management (QM)), has been around for over 40 years. The future of this process is analytics-enabled QA (AQA). When speech analytics first entered the commercial market in 2003, it was not ready for AQA, but it is today.

Analytics 76

Analytics Contact Center Quality management Construction 76