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% Like what you’re reading?

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

Talkdesk

NOVEMBER 25, 2020

Built on a modern cloud-native microservices architecture, Talkdesk CX Cloud provides the most comprehensive suite of contact center applications on a single cloud platform, including: Customer engagement applications to help organizations intelligently and cost-effectively interact with customers on the channel of their choice.

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Self service 101

Cisco - Contact Center

AUGUST 18, 2020

Our enhanced Webex Workforce Optimization (WFO) cloud suite includes quality management, workforce management and analytics that empower contact center supervisors to optimize agent performance and gain valuable data insights about their customers. Simplified Deployment and Management with Webex Control Hub.

Contact Center 91

Contact Center contact center solutions Analytics Entertainment 91

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). Analytics-enabled quality management (AQM) (a.k.a. automated quality management).

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 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. 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

Serenova

AUGUST 11, 2020

During the past decade, contact centers have begun to adopt new technologies such as cloud-based CRMs, intelligent IVRs, chatbots and true omnichannel capabilities , further highlighting the need for robust agent training to ensure employees are adept at interacting with customers in a variety of modalities.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Enghouse Interactive

SEPTEMBER 29, 2020

By using professionally recorded messaging with your organization’s IVRs, optimizing your chatbots, and providing unobtrusive ID Authentication systems, along with the integration of your CRM system, you will be able to capture, record and assess what, why and how they have engaged with you.

Interactive Voice Response 83

Interactive Voice Response Self service Chatbots Enterprise 83

Cisco - Contact Center

DECEMBER 17, 2020

With the new Webex Contact Center, we’ve integrated Webex Experience Management post-call surveys which can be sent to customers via text, email, or IVR so you can get immediate feedback about their experience. The advent of AI has made it possible to make an agent’s daily work much more productive.

Customer Experience 108

Customer Experience Contact Center APIs Analytics 108

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

JustCall

DECEMBER 12, 2022

SMS integrated Desktop and mobile versions offered Interactive voice response (IVR) is available Voicemail by email Click to dial Unlimited inbound minutes Call tracking and recording Email and chat support Bulk SMS campaigns (Premium package) Priority support (Premium package). Key Features. to $694.00 Key Features.

Interactive Voice Response 52

Interactive Voice Response call center software Multichannel CRM 52

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

DMG Consulting

APRIL 13, 2022

INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. This analytics application helped enterprise and contact center executives navigate uncharted territory by giving them information and insights to keep them apprised of the state of their customers and employees.

Analytics 48

Analytics Enterprise Contact Center Quality management 48

DMG Consulting

MARCH 30, 2021

The digital transformation of enterprises and their contact centers was greatly accelerated as companies quickly made modifications to accommodate a rapidly changing economic environment and social distancing requirements. CHANGING BUSINESS MODELS. Contact centers should lead and pave the way.

Contact Center 79

Contact Center Real estate Self service Enterprise 79

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

Calabrio

FEBRUARY 25, 2025

Calabrio ONE: The Best CX Management Platform for Contact Centers Calabrio ONE is a contact center workforce optimization software that unites workforce management, conversation intelligence, and AI-driven business intelligence solutions within one comprehensive suite.

Customer Experience 52

Customer Experience CRM Contact Center APIs 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.

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

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

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

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

Enghouse Interactive

OCTOBER 13, 2020

They need to aggregate data from across the complete spectrum of CX activities, from online with context-aware assistance, to chat and messaging solutions using chatbots and live agents, to voice with intelligent IVR, and email with linguistic routing and intelligent auto-response and finally to analytics with AI insights.

Scripts 96

Scripts Interactive Voice Response Analytics Contact Center 96

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

MARCH 31, 2017

For more information, visit www.dmgconsult.com.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

JustCall

MARCH 9, 2023

Many enterprises are choosing cloud-based contact center software to become more agile, resilient, and scalable for the long term. Using call center software, you can drive efficiency into call center functions like call routing, queueing, IVR, and much more.

Contact center software 52

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

Enghouse Interactive

SEPTEMBER 20, 2021

No matter your need, there’s a version that fits: Elegantly integrated with your Enghouse Interactive Contact Center solution of choice: Contact Center as a Service (CCaaS). Contact Center for Enterprise (CCE). Contact Center for SMB (CC).

contact center solutions 69

contact center solutions Contact Center Call flow Quality management 69

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. Over the past 15 years, total WFO revenue has gone from $803.4 million in 2003 to approximately $1.7

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Balto

JANUARY 30, 2025

Krisp Noise cancellation & voice clarity Free $8/user/month 4.7 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 5 on G2 and Capterra. 5 on G2 and Capterra.

call center software 52

call center software Call Center Multichannel Coaching 52

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

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

Hodusoft

FEBRUARY 14, 2020

As for features, here goes: Power dialer IVR Progressive dialer Automatic call distribution Skill-based routing Web call back Queue callback Speech recognition CRM integration Lead generation Multi-channel Video conferencing, voice mail Real-time monitoring, analytics, and reporting…and lots more. Still, it is tried and tested.

call center software 52

call center software Call Center Contact center software voip 52

Enghouse Interactive

SEPTEMBER 3, 2021

which is significantly more than Enterprise companies with 10,000+ employees at only 50%. By being able to see who is available, using their presence status, and identifying their specific knowledge or expertise, helps reduce the time it takes to resolve a customer issue. Metrigy** also found that 61.9%

contact center solutions 68

contact center solutions Contact Center Call flow Enterprise 68

8x8

DECEMBER 3, 2018

Within 30 minutes of realizing that the abandonment rate had increased, Lenox was able to update their IVR to apologize for the wait time, offer callers the option for a call-back, and give callers who had been waiting, a coupon code they could use at the online store. 8x8 will be attending these in 2019: Enterprise Connect 2019.

Customer Service 54

Customer Service Abandon rate Contact Center First call resolution 54

Serenova

AUGUST 11, 2020

During the past decade, contact centers have begun to adopt new technologies such as cloud-based CRMs, intelligent IVRs, chatbots and true omnichannel capabilities , further highlighting the need for robust agent training to ensure employees are adept at interacting with customers in a variety of modalities.

Call Center 52

Call Center Contact Center Chatbots Quality management 52

8x8

FEBRUARY 6, 2019

VIsibility into customer interactions and IVR usage. Quality management. Performance management tool built around collaboration and coaching. Provides voice-of-the customer insights for 100% of calls. Provide a real-time view into critical contact center metrics. Contact center analytics.

Analytics 48

Analytics CRM APIs Contact Center 48