Playvox

MARCH 19, 2024

But as customers’ communication needs and preferences shifted, contact centers today provide omnichannel support. As NLP, ML, and conversational AI evolved, modern contact centers embrace AI-powered chatbots, virtual agents or assistants, voice recognition, and other tools to deliver self-service options to customers.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

DMG Consulting

DECEMBER 7, 2020

Interaction (speech and text) analytics can empower contact center agents with the information and context they need to handle inquiries, and also identify trends and challenges for the entire enterprise. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

NOVEMBER 1, 2017

Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” WFO suite vendors who have not kept their solutions and architecture up-to-date are feeling the impact as enterprises look to different providers for workforce optimization capabilities.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MAY 25, 2018

Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. This revenue growth came primarily from 5 vendors: NICE, Verint, Calabrio, Aspect and Genesys. As has been the case for close to two decades, NICE and Verint dominated every WFO revenue segment and category in 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MAY 7, 2018

We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 16, 2018

We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

JANUARY 17, 2018

We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Gamification 48