DMG Consulting

JULY 19, 2017

This Report covers all aspects of this emerging IT sector, which is attracting a great deal of interest because of its numerous uses and benefits for enterprises, contact centers and customers. For more information, visit www.dmgconsult.com. # # #.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

OCTOBER 18, 2017

Currently, there are two categories of speech analytics vendors in the market: a large group of competitors who sell basic applications that focus on identifying key words and phrases, and a smaller set of feature-rich solution providers who offer extensive business intelligence platforms that provide enterprise-level data.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

JANUARY 17, 2018

Current WFO solutions address the diverse needs of the enterprise, including contact centers, the back office and, increasingly, other business functions. This transition opens the door for emerging solutions that take a digital, omni-channel, analytics and AI-oriented approach to addressing the WFO challenge.”.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

AUGUST 21, 2017

The digital transformation taking place throughout enterprises is creating a greater need and broader opportunities for robotic process automation (RPA) and desktop analytics. This Report explores all aspects of these related but distinct IT sectors. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

AUGUST 21, 2017

The digital transformation taking place throughout enterprises is creating a greater need and broader opportunities for robotic process automation (RPA) and desktop analytics. This Report explores all aspects of these related but distinct IT sectors. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

DMG Consulting

MARCH 16, 2018

The 2018 – 2019 Workforce Management Product and Market Report provides an in-depth analysis of the contact center WFM market, the competitive landscape, product suites, technology and innovation. This Report provides an analysis of WFM market activity as well as 5-year market projections.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

JUNE 7, 2017

An effective way for them to expand the use of WFO applications throughout the enterprise is to partner with ERP, CRM and HRIS suite vendors.”. “It’s time for WFO vendors to open up new markets, specifically branch/retail outlets and back-office operating departments. For more information, visit www.dmgconsult.com. # # #.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MAY 8, 2017

The Report analyzes 6 vendors who offer gamification solutions to contact centers, although many of the stand-alone solutions can also be applied more broadly to other enterprise departments and customers. The 2017 Contact Center Gamification Product and Market Report provides an in-depth analysis of this growing market.

Gamification 48

Gamification Consulting Consulting Contact Center 48

DMG Consulting

APRIL 16, 2019

We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner. of capturing feedback from customers. million in 2003 to approximately $1.7

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 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

Enghouse Interactive

OCTOBER 19, 2020

Analyzing all feedback via AI. Customer Feedback takes many forms and most are relatively static and easily processed – surveys, feedback forms, polling questions, correlated to the customer’s continuity of purchases. Aggregating. But, relying on that only provides one dimension (layer) of an answer.

First call resolution 59

First call resolution Feedback Enterprise Contact Center 59

Enghouse Interactive

JUNE 11, 2021

Feedback can easily be misinterpreted. At the same time, businesses have more data available to them, from across every possible channel their customers use, than ever before. As a result, organizations are learning a lot more about how best to engage with them. AI Insights Process Flow. Context is key.

Feedback 105

Feedback Technology Customer Experience Customer Service 105

DMG Consulting

MARCH 31, 2017

For more information, visit www.dmgconsult.com.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Enghouse Interactive

OCTOBER 27, 2021

Feedback can Easily be Misinterpreted Context is Key. While these approaches collect large volumes of data, the missing piece of the puzzle is transforming it into actionable insights that benefit customers and the business alike.

Upselling 98

Upselling Contact Center Analytics Surveys 98

Enghouse Interactive

OCTOBER 21, 2020

Use “Voice of the Customer” capabilities combined with AI Insights (analytics) to discover what the customer is telling the business is most important to them. Validate your assumptions and findings based on the next round of customer feedback analysis. Act on the results. Repeat … frequently. It’s never a one-time thing.

Self service 98

Self service Contact Center Benchmark Chatbots 98

Enghouse Interactive

JULY 7, 2021

To ensure this doesn’t happen, it all comes down to training, oversight, assessment, and feedback. Today’s reality is that a bad agent experience can have a lasting negative impact on a customer’s perception of your organization in ways that may not be recoverable. There is a HUGE Gap in How Agents are Evaluated.

Scripts 59

Scripts Coaching Contact Center Call Center 59

Enghouse Interactive

JULY 19, 2019

Key points made during the webinar: John Cray – Vice President of Product Management at Enghouse Interactive, summarized some of his observations/recommendations: Customer Feedback Cloud solutions do NOT eliminate the need for APPLICATION management (handling moves, adds and changes to queues, agents, workflow, etc.)

Cloud contact 45

Cloud contact Contact Center Service level Best practices 45

JustCall

APRIL 5, 2023

It also happens to be one of the leading alternatives to TalkDesk for small and mid-sized enterprises. Top Features of JustCall Call queues – Route calls to the right agent using IVR, skill-based routing, and caller information to ensure customers reach the right agent and are not kept waiting.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Hodusoft

NOVEMBER 29, 2022

Cons : The company’s enterprise annual subscription plans are expensive, which costs $150 per agent per month. The basic annual subscription plan is reasonable, which costs $49 per agent per month. It also lacks some integrations and inbuilt reporting. Cons : Its customer support service can be better.

Contact center software 40

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

Cisco - Contact Center

DECEMBER 17, 2020

In today’s world where customer experience can make or break a brand, capturing customer feedback while it is top of mind is essential. Your agents are fully empowered with context about how your customers are experiencing your brand and can personalize their interaction accordingly during the interaction.

Customer Experience 132

Customer Experience Contact Center APIs Analytics 132

Enghouse Interactive

SEPTEMBER 20, 2021

Agents and Supervisor s: increase their real-time communications, more quickly engaging with supervisors when situations require it, while also enabling instantaneous agent feedback and coaching to accelerate the development of agent skills. Find out more.

contact center solutions 96

contact center solutions Contact Center Call flow Quality management 96

DMG Consulting

MAY 7, 2018

The new, more flexible and responsive generation of knowledge management solutions fill this need by providing a centralized repository for information gathered from across the enterprise. KM facilitates collaboration among departments, which improves the customer experience.

Consulting 48

Consulting Consulting Marketing Management 48

Enghouse Interactive

SEPTEMBER 29, 2020

Typically Customer Satisfaction (CSAT) ratings, MPS scores, or customer survey data are viewed as discrete touchpoints, measured at and within each customer interaction. . Because that approach is not reflective of the customer’s overall experience. Do not add to their frustration by limiting their communications options.

Interactive Voice Response 98

Interactive Voice Response Chatbots Self service Enterprise 98