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.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

Playvox

MARCH 31, 2022

Every interaction our workforce engagement management (WEM) software enables helps agents love their job and encourages customers to love their favorite brands. From workforce management to quality management , we strive to deliver the full suite of solutions contact centers need to bring WEM into the digital era.

Contact Center 63

Contact Center industry standards Employee engagement Quality management 63

DMG Consulting

JANUARY 10, 2022

To optimize their overall service experience, enterprises need to view it through the eyes of their customers and re-imagine the entire customer journey, not just what happens in the contact center. It’s time for many of these WFO/WEM applications to become standard employee productivity and engagement tools.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Call Design

AUGUST 20, 2019

The Workforce Optimisation suite focuses on both workforce productivity and employee engagement strategies, with best-of-breed workforce, performance and quality management solutions. Aspect is on a mission to simplify and improve customer engagement. About Aspect.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

AUGUST 20, 2019

The Workforce Optimisation suite focuses on both workforce productivity and employee engagement strategies, with best-of-breed workforce, performance and quality management solutions. Aspect is on a mission to simplify and improve customer engagement. About Aspect.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Playvox

DECEMBER 14, 2021

That’s why we work to build the best workforce engagement management (WEM) software on the market. From quality management to workforce management , we strive to deliver the full suite of solutions you need to bring WEM into the digital era.

Contact Center 52

Contact Center Enterprise Employee engagement Quality management 52

DMG Consulting

APRIL 14, 2023

It converts customer conversations into transcripts and structures the insights so they can be shared throughout the enterprise. However, for IA to deliver strategic benefits, its use must be expanded beyond contact centers and applied more broadly throughout the enterprise.

Analytics 48

Analytics Contact Center Quality management Enterprise 48

NICE inContact

JANUARY 30, 2017

NICE positioned as a Leader and is positioned highest in Ability to Execute and furthest in Completeness of Vision due to significant growth, large market share, and innovation leadership in product development highlights the enterprise as paving the way in the Workforce Engagement Management category.

Management 48

Management Coaching Employee engagement Quality management 48

DMG Consulting

FEBRUARY 20, 2025

In December 2024, DMG issued a worldwide survey through our network of media partners designed for enterprise, customer experience (CX), contact center, and IT executives. Automated quality management (AQM) came in fourth place as an IT investment priority in 2025, selected by 28.0% of survey participants.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

Enghouse Interactive

OCTOBER 12, 2021

Listen to and act on staff issues, engenders deeper employee engagement – they’ll see that their inputs are fundamental to making a difference. By being part of something bigger, leads to more personal satisfaction, more commitment, and employee retention.

Customer Experience 89

Customer Experience Self service Banking Employee engagement 89

Playvox

SEPTEMBER 7, 2021

From quality management to workforce management , we strive to put not only the best, but also the most efficient and effective product on the market. After all, getting the most out of your contact center’s quality assurance system depends on simplicity of use! Our badges included: Users Most Likely to Recommend.

Contact Center 52

Contact Center Morale Quality management Employee engagement 52

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Self service Surveys 48

Balto

JANUARY 30, 2025

Calabrio Workforce optimization & quality management Custom pricing 4.3 OttoQA Automated quality assurance Custom pricing 4.4 Convoso Outbound call centers & lead management Custom pricing 4.6 Customer retention & re-engagement Custom pricing 4.5 5 on G2 and Capterra. UI feels outdated to some users.

call center software 52

call center software Call Center Multichannel Coaching 52

JustCall

MARCH 9, 2023

Many enterprises are choosing cloud-based contact center software to become more agile, resilient, and scalable for the long term. Cons: Even for an enterprise-level solution, Talkdesk may be a little pricey at $75 per user per month. Considering that it has many AI features, there may also be training and dataset troubles.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

JustCall

APRIL 5, 2023

It also happens to be one of the leading alternatives to TalkDesk for small and mid-sized enterprises. JustCall Best-suited for: JustCall can be used by enterprises of all sizes (small, mid, and large) and is perfect for a business looking to implement an all-in-one customer communication platform. Users get 70% off on the first month.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Netomi

JANUARY 5, 2022

a leading provider of enterprise SSL Certificate Management and PKI technology for security in the Internet of Things. Jeremy has been recognized numerous times as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, and more.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Hodusoft

NOVEMBER 29, 2022

Cons : The company’s enterprise annual subscription plans are expensive, which costs $150 per agent per month. It provides simple interfaces for non-technical users. The software is easy to use and scores high in user satisfaction. The basic annual subscription plan is reasonable, which costs $49 per agent per month.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Answer Dash

APRIL 16, 2019

Customer goals are a universal rallying point for employee engagement and for cross-organizational coordination and collaboration. ignoring demographics and other traditional segmentation criteria) Which organically defined group has the greatest potential to drive your enterprise’s growth?

Customer Experience 76

Customer Experience Chief Customer Officer Enterprise Journey mapping 76