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

DMG Consulting

AUGUST 3, 2020

It also explores the broader uses of interaction analytics throughout enterprises. Enterprises around the world have come to appreciate the advantages of these solutions, which capture and analyze voice and digital transactions on a historical, near-real-time and real-time basis.

Consulting 62

Consulting Consulting Analytics Marketing 62

DMG Consulting

NOVEMBER 14, 2020

Enterprises are taking steps to revamp their service organizations, allowing customers to interact via enhanced self-service and digital channels, in addition to voice. 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

CSR Inc.

JULY 17, 2016

Earlier this month, I discussed the growing trend towards home-based call center agents. But the role of tech in the call center industry stretches well beyond enabling virtual agents. There was a recent post over at CallCentreHelper.com on 25 Ways Technology Can Increase Agent Productivity.

Call Center 48

Call Center Technology Gamification Coaching 48

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. Among the lessons learned from the pandemic is that the work-at-home business model is here to stay. 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

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

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

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

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

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. The ability to break down departmental silos and gather information across the enterprise is a game-changer that will benefit the entire organization.”.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

JULY 31, 2019

Call tracking is also a step in the customer journey; it gathers important details about customers and their buying preferences, and shares this data with the contact center, where it can be used to optimize sales by routing calls to the most appropriate agent. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 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

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

MARCH 11, 2021

Among the most important capabilities for this purpose in WFM suites are real-time adherence, intraday management, mobility, self-service, gamification and bi-directional communication. Once the pandemic eases worldwide, businesses will be confronted with the challenge of bringing some or all of their staff back into the office.

Consulting 59

Consulting Consulting Marketing Management 59

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

DMG Consulting

MARCH 9, 2020

The 2019 – 2020 Workforce Optimization Product and Market Report provides the vendor, product, functional, technical and pricing information that enterprise, contact center and IT leaders need to select the right solution to meet their organization’s current and future front- and back-office WFO requirements.

Consulting 48

Consulting Consulting Marketing Contact Center 48

DMG Consulting

DECEMBER 11, 2019

The CBCCI market is performing well and continuing to pick up momentum: Sales of CBCCI solutions are coming from replacements of on-premise solutions, organizations switching from one CBCCI provider to another, and small and mid-size enterprises (SMEs) purchasing their first contact center systems.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2019

DMG’s eleventh annual report on this sector provides contact center, IT and enterprise leaders and managers in small, mid-size and large companies with the information they need to select the right solution, functionality and partner to meet their organization’s current and future cloud-based contact center infrastructure (CBCCI) needs.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2019

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

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MAY 25, 2018

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

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

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

NOVEMBER 29, 2017

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

Consulting 48

Consulting Consulting Contact Center Marketing 48

Creative Virtual

JULY 18, 2019

Conversational AI is increasingly an important piece of these initiatives with chatbots and virtual agents becoming essential tools for providing 24/7 self-service to digital customers. Chatbots also lend themselves well to gamification around content awareness, skills training and performance improvements.

Interactive Voice Response 40

Interactive Voice Response Chatbots Virtual Agent Self service 40

JustCall

APRIL 24, 2023

Integrations Another important aspect you must consider is how readily the software is able to integrate with your enterprise applications. Convoso Overview Convoso is a one-of-a-kind contact center software with an added gamification twist. Talkdesk Overview Talkdesk is a browser-based virtual telephony solution.

voip 52

voip CRM Enterprise Call Center 52

JustCall

AUGUST 10, 2022

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. Cloudtalk Best-suited for: CloudTalk is a great solution for enterprises (of any size) looking to implement a cloud-based call center platform.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

DMG Consulting

APRIL 16, 2019

Enterprises increasingly recognize the need to listen to customers and prospects across voice and digital channels to obtain a comprehensive view of their experiences. Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.) ANALYTICS RECEIVES AN ENCORE.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

JustCall

MARCH 23, 2023

Talkdesk’s dashboard Top Features of Talkdesk Voice engagement – Smart routing based on IVR selection, business hours, and agent skills. Virtual agent – Conversational AI that provides 24×7 customer support. LiveAgent is well suited for small to medium-sized enterprises looking for a cost-efficient option.

Interactive Voice Response 52

Interactive Voice Response call center solutions CRM Contact Center 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