DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent 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 2017 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Balto

MARCH 3, 2025

Predictive analytics play a crucial role in anticipating customer needs and optimizing call center operations. This allows human agents to focus on more complex and high-value interactions that require empathy and critical thinking. Post-call surveys trigger automatically, and results feed into performance dashboards.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent 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 2019-2020 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Calabrio

MARCH 11, 2025

Automate performance evaluation: AI-driven QA scorecards and analytics streamline the evaluation process, freeing up managers to focus on coaching and development. Uncover actionable insights: AI illuminates trends and patterns in customer interactions, enabling data-driven decisions for process optimization and agent training.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Interactions

JANUARY 21, 2025

Heres how an Intelligent Virtual Agent (IVA) that blends technology with the human touch can deliver the personalized, caring support your customers crave when the next crisis hits. Customers today are barraged with surveys after every interaction with a business, so you cant always count on getting their feedback in a timely fashion.

Interactive Voice Response 62

Interactive Voice Response Chatbots Virtual Agent Government 62

TechSee

APRIL 21, 2021

According to a 2021 survey, 65% of U.S. 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. One trending approach for AI in call centers is a focus on speech analytics.

Call Center 136

Call Center Contact Center Self service call center solutions 136

TechSee

JANUARY 14, 2020

Automated workflows simplify agents’ repetitive daily tasks, such as auto-populating information on specific screens or sending follow-up emails after calls. Rejecting doomsday predictions that robots will take their jobs, many agents are embracing AI technology. Smarter Agents. Collaboration Drives Career Development.

Virtual Agent 109

Virtual Agent Self service Contact Center Call Center 109

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). in 2022, and 10% in the next three years, 2023 – 2025.

Consulting 59

Consulting Consulting Analytics Marketing 59

Noble Systems

JUNE 26, 2020

Most cloud-based IVR platforms also provide the flexibility to add advanced options, including skills-based routing, intuitive tools for building menus and routing paths, virtual agents, self-service, payment processing, surveys, and speech analytics.

Interactive Voice Response 98

Interactive Voice Response Contact Center Technology Real estate 98

Balto

MARCH 17, 2025

By analyzing conversation patterns, tracking sentiment in real-time, and equipping agents with instant guidance, smart call centers optimize both efficiency and emotional connectiondriving long-term customer loyalty. Effective call center operations rely on these insights to manage and optimize customer interactions and agent performance.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

Talkdesk

APRIL 14, 2020

A cloud contact center easily scales up and down to meet volatile demand while maintaining call quality and enabling analytics tools that provide insights in real-time. It is the go-to option to keep agent performance and contact center KPIs on track. The chart below shows this behavior.

Contact Center 81

Contact Center Virtual Agent Chatbots Healthcare 81

Cisco - Contact Center

AUGUST 3, 2020

This open platform architecture enables our customers to easily add and integrate with advanced cloud applications such as AI-based virtual agents, advanced data analytics, workforce optimization, and other Webex applications, including Webex Experience Management, Webex Calling, and Webex Control Hub.

Contact Center 116

Contact Center Technology contact center solutions Virtual Agent 116

Netomi

SEPTEMBER 20, 2021

Human escalation via agent desk integration ( Zendesk , Freshworks , Salesforce , Khoros , Zoho , Sprinklr, Shopify ). Analytics and real-time reporting. Reporting/Analytics. Zendesk customers now have access to the Netomi Virtual Agent. Analytics & Reporting. Chatbot activity analytics.

Chatbots 126

Chatbots APIs Surveys Analytics 126

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. IA Provides Insights Into The Voice Of The Customer.

Analytics 48

Analytics Enterprise Contact Center Quality management 48

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

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

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

Upstream Works

DECEMBER 20, 2022

This improves the agent experience, especially for those working from home and might not have access to a quiet environment. McKinsey’s American Opportunity Survey found that 58% of American workers can work from home at least once a week; 87% said they take the opportunity to work flexibly when they have the chance.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

SmartAction

FEBRUARY 13, 2024

This involves: Gathering Data : Utilize customer service logs, feedback surveys, and website analytics to understand your most frequent inquiries. This could be through quick surveys or an option for customers to rate their satisfaction with the information provided. This allows virtual agents to provide personalized updates.

Best practices 65

Best practices Management Virtual Agent Chatbots 65

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

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. After a call, agents spend extra time copying notes to your CRM tool. your agent can say, “I see you’re having trouble with X.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

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

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. of survey participants. 2022 Top Contact Center Priorities/Goals. See Figure 1.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

Avaya

JUNE 24, 2019

Additionally, an Avaya research study conducted by Vanson Bourne finds that 93% of global organizations surveyed identify AI as one of the most important technologies for their contact center, and that 85% will need to look for more third-party support in order to get the most out of AI.

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

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

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. After a call, agents spend extra time copying notes to your CRM tool. your agent can say, “I see you’re having trouble with X.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

Liveops

DECEMBER 27, 2018

An article by Contact Center Pipeline analyzes a survey showing few leaders have strategies for preparing people and workflows. Our 2018 survey of more than 750 leaders in customer service reveals eight areas of opportunity, including ways of sourcing high-quality agents and the need to understand the pros and cons of engagement channels.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

GetFeedback

APRIL 17, 2019

To reinforce friendly treatment of customers, you can also analyze agents’ performance based on their interactions with customers by using your tool’s capabilities of recognizing sentiment and intent in agent-customer communication (both in text and voice). What tools can handle all the turning around.

Customer Service 102

Customer Service CRM Self service Gamification 102

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 Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. When: Today, 3 March 2020.

Consulting 62

Consulting Consulting Contact Center Gamification 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. of survey respondents indicated the importance of prioritizing the customer experience. Reporting and analytics, which garnered 28.1%

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

Interaction Metrics

MARCH 20, 2025

Just as customer satisfaction surveys reveal gaps in happiness, the right customer experience software bridges them; It helps you meet customers where they are and deliver personalized support every step of the way. If you have a CX team and are going to be running your own customer surveys, then you’ll want to choose the best software.

Enterprise 62

Enterprise Surveys Analytics Feedback 62

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. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. When: Today, 30 September 2020.

Consulting 62

Consulting Consulting Marketing Customer Service 62

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

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. Predictive analytics is already helping companies make better hiring decisions and reduce agent churn. What: Releases 2020 – 2021 Workforce Management Product and Market Report.

Consulting 62

Consulting Consulting Marketing Management 62

OctopusTech

JUNE 18, 2024

Implement Speech Analytics Speech analytics technology lets you identify trends and opportunities. You can use it to improve protocols, scripts, and agent skills through recorded calls. For that, you should offer virtual agents or community forums to deflect calls.

Call Center 62

Call Center Interactive Voice Response Real estate First call resolution 62

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. of survey respondents. of survey participants. of survey participants. of the people responding to DMGs survey.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62