Noble Systems

FEBRUARY 10, 2021

To meet customer expectations, agents must be able to access all pertinent customer data in one place from a variety of sources – CRM, external databases, speech analytics and other enterprise systems. It also powers intelligent IVR , optimized and scalable workforce management , predictive analytics , self-service, and hyper automation.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Hodusoft

FEBRUARY 9, 2022

As we gear up for 2022, enterprises across the board are revisiting the ups and downs of their business and the industry at large. Customers these days are demanding chat options or interaction via a video platform with an agent to resolve more complex issues. Contact Center Technology Trends to Watch in 2022. The way forward.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

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 post-interaction summarization came in eighth, gamification/coaching/ eLearning was in ninth, and reporting was in tenth place with 21.6%, 20.0%, and 19.2%

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

DMG Consulting

AUGUST 9, 2018

This Report covers all aspects of this emerging IT sector, which is building momentum because of its compelling business benefits for enterprises, contact centers and customers. Recent advancements in AI technology, along with consumer preferences for self-service options in digital channels, are driving interest in and adoption of IVAs.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

DMG Consulting

APRIL 15, 2020

Enterprises are looking to the future and are trying to ensure their viability in a rapidly changing world of technology and automation. Companies are making long-overdue improvements to their technology and pushing forward with innovative uses for automation throughout the enterprise.

Consulting 62

Consulting Consulting Contact Center Gamification 62

Noble Systems

APRIL 14, 2021

A single, unified omnichannel solution encompasses inbound calls and outbound contacts, as well as non-voice channels and quick access to critical customer information. Collaboration and Engagement – When employees work remotely, the way they interact with the rest of the team and their managers changes drastically.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

DMG Consulting

MARCH 10, 2023

As enterprises tighten budgets due to the troubled economy, contact center leaders are under greater pressure to improve productivity while enhancing the customer experience (CX). Gamification. 5 Applications to Boost Contact Center Performance in a Tough Economy View this article on the publisher’s website.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

DMG Consulting

AUGUST 3, 2020

The Report focuses on contact center and service-related uses of interaction (speech and text) analytics. It also explores the broader uses of interaction analytics throughout enterprises. The COVID-19 pandemic has reinvigorated the interaction analytics (IA) market.

Consulting 62

Consulting Consulting Analytics Marketing 62

DMG Consulting

JULY 31, 2019

Call tracking can integrate with applications like customer relationship management (CRM) systems, interactive voice response (IVR) systems and intelligent virtual agents (IVAs) to leverage customer data and deliver highly relevant and customized communications and recommendations.

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 48

DMG Consulting

NOVEMBER 14, 2020

An essential element in achieving this goal is to make it easy for customers to conduct business by allowing them to interact in their preferred channels, which are increasingly digital. A unique feature of conversations in the new digital era is that they can start, stop, start and continue when the customer chooses.

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

DECEMBER 7, 2020

Post-pandemic, many enterprises will likely keep some or all of their employees working remotely, said Donna Fluss, President of DMG Consulting. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day. For more information, visit www.dmgconsult.com. # # #.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

APRIL 15, 2020

The last few years have seen enhancements to WFM solutions to meet the needs of omni-channel service environments, multi-national enterprises and the Millennial and Gen Z workforce. . For more information, visit www.dmgconsult.com. # # #.

Consulting 62

Consulting Consulting Marketing Management 62

Noble Systems

MARCH 11, 2019

Cloud contact centers make it easier to integrate with ERM (Enterprise Risk Management), CRM (Customer Relationship Management) and other databases and business systems. With competing priorities, this is difficult for most internal IT resources to match. Better Access to Applications.

Customer Experience 69

Customer Experience Cloud contact Contact Center Gamification 69

OctopusTech

MARCH 1, 2023

We’ve seen businesses improve agent engagement by making individual performance stats available on agent dashboards and by the gamification of specific agent behaviors. Some companies even use call center gamification as an incentive system for performance. Fight the urge. Train your supervisors.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Noble Systems

APRIL 21, 2020

VoIP via home broadband along with a VPN connection to the corporate network will provide secure access to enterprise applications such as CRM, workforce engagement, analytics, and gamification systems. Be sure that IVR routing helps customers get to the information they need as quickly and efficiently as possible.

Call Center 68

Call Center Schedule adherence Contact Center Gamification 68

DMG Consulting

NOVEMBER 29, 2017

The cloud has become the dominant sales model for contact center infrastructure solutions, ACDs, dialers, IVRs and more,” said Donna Fluss, President of DMG Consulting LLC. The next step for the CBCCI vendors is the introduction of artificial intelligence, machine learning, natural language understanding and analytics into their solutions.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Noble Systems

SEPTEMBER 8, 2020

They will also need headsets and power backup, and VOIP via home broadband and a VPN connection to the corporate network for secure access to enterprise applications. Many companies are turning to gamification to effectively build knowledge, develop new skills, and motivate employees to align with changing customer needs.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Babelforce

MAY 19, 2022

Automated calling services can improve the way you handle your inbound calls too by routing calls more efficiently and providing IVR services to help your customers help themselves. babelforce is a No-Code enterprise-level telephony platform that helps call centers optimize nearly every aspect of their processes. babelforce.

Gamification 52

Gamification Interactive Voice Response Call Center Self service 52

DMG Consulting

SEPTEMBER 26, 2018

Enterprises are seeking tools to help them understand and address customer needs more quickly. Today’s SA solutions give enterprises much-needed first-hand access to the voice of the customer (VoC) from all voice and digital channels, including social media, to “hear” what customers are saying.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

NOVEMBER 1, 2017

The digital transformation is underway, enterprise requirements have changed, and cloud computing is the technology of the future. 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

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 17, 2019

DMG’s expanded coverage of the interaction (speech and text) analytics and customer journey analytics sectors underscores enterprises’ need for solutions to help them analyze customer interactions in their increasingly omni-channel environments and obtain a comprehensive view of what transpires between customers and organizations at all touchpoints.

Consulting 48

Consulting Consulting Contact Center Analytics 48

DMG Consulting

OCTOBER 17, 2019

DMG Consulting’s third report on robotic process automation (RPA) focuses on contact center, back-office and enterprise uses of this technology. These automated tools can also help to reduce systems and IT development costs and extend the life of applications throughout the enterprise. OnviSource is covered at a high level.

Consulting 48

Consulting Consulting Marketing Gamification 48

Spearline

DECEMBER 19, 2022

Conversational AI Modern conversational AI applications are a far cry from the simple, if somewhat clunky, chatbots and Interactive Voice Response (IVR) systems of the past. No matter what 2023 holds for contact center enterprises, this much will remain constant; exceptional CX guarantees success through any crisis.

Contact Center 52

Contact Center Interactive Voice Response Self service Gamification 52

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. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Management 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

DECEMBER 10, 2019

Sales of these solutions are expected to remain strong as their reach extends into the back office and other enterprise departments. Perhaps even more significant is that the contact center WFO market grew by 11.6%, from $863.6 million in first-half 2018 to $963.7 million, an increase of $100.1 million, in the first six months of 2019.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 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

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

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

JUNE 11, 2019

The current generation of IVAs, which use AI, machine learning, natural language understanding (NLU) and natural language processing (NLP), can help enterprises cut costs, make it easier for customers to conduct business, and improve the experience for everyone involved. Botanic Technologies and Capito.ai are covered at a high level.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

MARCH 31, 2017

For more information, visit www.dmgconsult.com.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

AUGUST 3, 2018

DMG Consulting’s second report on robotic process automation (RPA), dedicated entirely to this fast-growing sector, covers enterprise uses of RPA, with a focus on front-and back-office service-related uses and shared business activities services. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MARCH 16, 2018

It analyzes the service, business and management trends that are redefining staffing paradigms, management practices, and how enterprises and their contact centers view and interact with their customers, prospects and employees. 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 12, 2019

For more information, visit www.dmgconsult.com. # # #.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

JustCall

APRIL 4, 2023

With features like call recording, IVR (Interactive Voice Response), call forwarding, and voicemail. Clearly, Genesys is for enterprises that can afford to pay more. For example, there are AI and other enterprise-oriented applications if you should need them. Genesys also offers various add-ons.

call center software 52

call center software Call Center Interactive Voice Response Call Logging 52