DMG Consulting

FEBRUARY 1, 2022

Self-Service Is the Channel of Choice—When It Works. For companies that have been trying to offload customer inquiries and interactions to self-service solutions for decades, there’s great news: Self-service is becoming the customer channel of choice. AI and Self-Service.

Self service 59

Self service Virtual Agent Scripts Contact Center 59

AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. These virtual agents can automate routine tasks as well as seamlessly elevate complex interactions to a live agent.

Cloud contact 67

Cloud contact Self service Contact Center Virtual Agent 67

DMG Consulting

JANUARY 4, 2019

IVA Is the Future of Voice Self-Service. For customers and, increasingly, employees, IVAs can automate routine tasks and can process and personalize the handling of interactions in most self-service channels. By Donna Fluss. View this document on the publisher’s website. Revolutionizing IVRs. Email Address *.

Self service 69

Self service Interactive Voice Response Best practices Consulting 69

DMG Consulting

FEBRUARY 15, 2018

IVAs Can Remake the Self-Service Landscape. A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. The Latest (and Greatest) in Self-Service: IVAs. By Donna Fluss. View this document on the publisher’s website.

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

Creative Virtual

SEPTEMBER 9, 2020

We take great pleasure in introducing this newly created whitepaper from Creative Virtual as it has a lot of straight talk about one of our favourite subjects: user experience in the realm of self-help tools. This is the sort of invaluable consultation experience you will receive when you work with the right virtual agent vendor.

Virtual Agent 52

Virtual Agent Chatbots Self service Consulting 52

DMG Consulting

MARCH 31, 2022

Give Customers What They Want: Great Self-Service. Delivering an outstanding customer experience (CX) is a top goal for companies, as it is an essential and measurable differentiator between otherwise commoditized products and services. Donna Fluss. View this article on the publisher’s website. & Solving the Problem.

Self service 54

Self service Interactive Voice Response Virtual Agent Government 54

Creative Virtual

JANUARY 12, 2021

Today we announced Creative Virtual’s latest award win: ‘Most Innovative Conversational Self-Service Solutions, 2020’ in Corporate Vision Magazine’s Corporate Excellence Awards. Conversational self-service tools have progressively become more mainstream in the nearly two decades of Creative Virtual’s history.

Self service 52

Self service Virtual Agent Chatbots Consulting 52

DMG Consulting

AUGUST 16, 2022

IVAs: Self-Service Solutions that Work. Customers prefer the expediency of self-service, but they will not sacrifice a good experience for convenience. Intelligent virtual agents are omnichannel by design, allowing organizations to interact with customers in multiple channels, even during the same conversation.

Self service 48

Self service Interactive Voice Response Virtual Agent Contact Center 48

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Digital-first servicing drives improved CX and brand engagement. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

JUNE 27, 2022

Making the Case for an Intelligent Virtual Agent. Self-service has become the preferred form of customer support for many consumers, so long as it works. These conversational, AI-enabled solutions are essential for the success of contact centers and service organizations of all sizes. June 27, 2022 By Donna Fluss.

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. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 62

Consulting Consulting Analytics Marketing 62

DMG Consulting

MARCH 11, 2021

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . Where: Available at the DMG Consulting online store. When: Today, 11 March 2021. When: Today, 11 March 2021.

Consulting 59

Consulting Consulting Marketing Management 59

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). In essence, IVAs use science to elevate the art of self-service.

Interactive Voice Response 78

Interactive Voice Response Virtual Agent Self service Contact Center 78

DMG Consulting

NOVEMBER 11, 2019

Question: Is voice biometrics used only for live-agent interactions or does it work with intelligent virtual agents too? Answer: Voice biometrics can provide authentication for interactions that take place with humans as well as with intelligent virtual agents (IVAs).

Virtual Agent 59

Virtual Agent Self service Enterprise Technology 59

DMG Consulting

DECEMBER 1, 2020

Artificial Intelligence (AI)-based self-service capabilities – Self-service has become the channel of choice for customers in many countries, as surprising as it seems. However, the key to success remains being able to connect with a live agent, when necessary. . Learn more at www.dmgconsult.com.

Contact Center 100

Contact Center Government Self service Virtual Agent 100

DMG Consulting

OCTOBER 13, 2020

IVAs Role in Delivering a Great Service Experience. Three years ago, few companies had heard of intelligent virtual agents (IVAs), and fewer were willing to invest in them. DMG expects to see the IVA sector perform well during the pandemic and after as companies invest to enhance their omni-channel self-service capabilities.

Self service 87

Self service Virtual Agent Consulting Consulting 87

DMG Consulting

JANUARY 10, 2022

Answer: Intelligent virtual agents (IVAs), which provide increasingly sophisticated customer-facing self-service capabilities, deliver quantitative and qualitative benefits to organizations, both of which have a business value. appeared first on DMG Consulting.

Average Handle Time 77

Average Handle Time Virtual Agent Self service Consulting 77

DMG Consulting

NOVEMBER 3, 2020

Self-Service Comes on Strong. WFM solutions are providing agents with enhanced self-service capabilities that give them the autonomy to create and manage their own schedules and time off. As importantly, these tools allow agents to accommodate their need for work/life balance.

Gamification 87

Gamification Self service Contact Center Virtual Agent 87

DMG Consulting

JUNE 11, 2019

Unfortunately, as is often the case with a new IT segment, there is a great deal of confusion regarding what RPA is, how it should be used, where it should be applied, and how it differs from other IT segments, such as intelligent virtual agents (IVAs). Final Thoughts.

Marketing 80

Marketing Virtual Agent Consulting Consulting 80

DMG Consulting

AUGUST 31, 2021

Answer: Digital transformation, spurred on by the pandemic, has resulted in enterprises finally giving customers what they’ve wanted for the past five years – the ability to interact in their channels of choice, whether voice or digital, assisted by intelligent virtual agents (for self-service), as well as live agents, when needed.

Virtual Agent 78

Virtual Agent Self service Enterprise Contact Center 78

SmartAction

JUNE 30, 2023

Gradient Text How to Create a Great Customer Experience Creating a great customer experience is not a random occurrence; it requires proactive planning and coordination of all the moving parts, including the product or service, location, surroundings, and staff. Stop tying up your queues and live agents with repetitive, monotonous tasks.

Customer Experience 86

Customer Experience Customer Service Virtual Agent Self service 86

DMG Consulting

JANUARY 3, 2020

Intelligent virtual agents (IVAs) and attended robot process automation (RPA, also known as robots) are being used to enhance productivity and service quality. IVAs are replacing IVRs and other enterprise self-service solutions and are increasing the volume of fully automated interactions.

contact center workforce 96

contact center workforce Contact Center Virtual Agent Enterprise 96

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management 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. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Marketing Management 48

Creative Virtual

JANUARY 28, 2021

Ask any seller of a highly complex and customizable chatbot or virtual agent system about cost and you’re likely to get an evasive answer. The ongoing work to improve the chatbot’s performance and to get the best out of self-service in your unique deployment is what makes the difference. There’s no one-size fits all.’ ‘I’d

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Chatbots Consulting Consulting Virtual Agent 98

SmartAction

MAY 23, 2019

This is the fifth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text. CX Consultant. What does a best-of-breed CX team look like?

Self service 40

Self service Virtual Agent Contact Center Engineering 40

DMG Consulting

AUGUST 17, 2017

Thank you for your interest in DMG Consulting’s publications. Companies are striving to understand customer needs, engage Millennial customers and employees, increase the use of self-service tools, improve service quality while reducing costs, simplify operating environments, and reduce fraud, and they’re looking to vendors for help.

Contact Center 69

Contact Center Technology Big data Gamification 69

DMG Consulting

FEBRUARY 14, 2022

DMG Consulting Releases New Report on The State of Artificial Intelligence in Contact Centers. Driving a new era in the servicing sector. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Contact Center Virtual Agent 48

SmartAction

NOVEMBER 7, 2018

EL SEGUNDO, CA (November 7, 2018) – SmartAction today announced it has been recognized by Frost & Sullivan as the recipient of the 2018 North American Product Leadership Award for its artificial intelligence (AI)-enhanced customer self-service solutions. About SmartAction. For more information, visit www.smartaction.ai.

Self service 40

Self service Virtual Agent Contact Center Consulting 40

UJET

DECEMBER 2, 2020

This is a guest post by Donna Fluss, the president of DMG Consulting LLC. Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago.

Contact Center 72

Contact Center Interactive Voice Response Self service Virtual Agent 72

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. The bots can answer FAQs, provide self-service experiences, or triage customer requests before transferring to a human agent.

Cloud contact 101

Cloud contact Contact Center Chatbots APIs 101

Noble Systems

APRIL 3, 2020

This means that calls can automatically be directed to the last consultant spoken to, VIP callers can be placed at the front of the calling queue, or calls can be directed to a specific consultant that speaks a particular language – the options are endless. Improve Morale by Freeing Consultants from Mundane Tasks.

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Interactive Voice Response Call flow Abandon rate Contact Center 90

Creative Virtual

OCTOBER 9, 2020

By Katrin Zieren, Business Development Consultant. Just consider voice as part of your strategy when you want to offer self-service, whether if it is for your clients or your team. A variety of smart speakers , like Alexa, Cortana or Google Home, can be integrated with our self-service virtual agents.

Interactive Voice Response 59

Interactive Voice Response Customer Service Virtual Agent Transportation 59

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. of survey participants.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

DMG Consulting

MARCH 8, 2019

Customers show a preference for self-service, and AI-enabled intelligent virtual agents (IVAs) are playing a vital role in addressing the self-service challenge. Artificial Intelligence Enhances Contact Centers. Artificial intelligence (AI) is having a profound effect on the CBCCI market.

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

Outsource Consultants

FEBRUARY 21, 2024

Some shoppers seek efficiency and self-service through chatbots, while others crave the understanding and empathy only humans can offer. Intelligent Virtual Agents (IVAs): These dynamic conversationalists guide customers through self-service options, making the process smoother and more intuitive.

Call Center 67

Call Center Virtual Agent Morale Chatbots 67

GetFeedback

APRIL 17, 2019

Others consider their situation to be too difficult, sensitive or nontrivial for your service reps to help. Creating a self-service customer portal helps to avoid such situations. Before thinking about contacting your customer service, people will have an opportunity to look through knowledge articles on your portal.

Customer Service 102

Customer Service CRM Self service Gamification 102

Netomi

OCTOBER 25, 2021

According to one review , this feature makes an impact: “the built-in intelligent routing ensures appropriate customer-to-agent fit and automates ticketing queues to reduce resolution time 2. Leveraging the Zendesk platform, you will never lose a request as each ticket, regardless of channel, is entered into a queue for agents to pick up. .

Chatbots 85

Chatbots Enterprise Virtual Agent Self service 85