Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. Instead, todays leaders recognize its central role in fueling and future-proofing enterprise success.

Best practices 52

Best practices Contact Center Management Call Center 52

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

Talkdesk

MAY 6, 2020

These disparate systems range from communication channel point products like chat, telephony and messaging apps, to siloed CRM systems, to disconnected Workforce Management, Quality Management, Analytics, AI technology and more. This includes IVR, omnichannel, self-service and outbound.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

DMG Consulting

SEPTEMBER 24, 2021

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. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

Talkdesk

NOVEMBER 25, 2020

This includes IVR, omnichannel, self-service and outbound. This includes fully integrated agent desktop, mobile agent, workforce management, quality management and call recording. Workforce engagement applications to ensure teams are engaged, empowered and productive.

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Self service 101

DMG Consulting

MAY 26, 2020

When it comes to contact center WFO applications, the vast majority of enterprises are still purchasing premise-based solutions, although a growing percentage of new sales are for cloud offerings, a trend that has picked up momentum due to the pandemic. Sales of WFO solutions outside of North America are also increasing.

Contact Center 96

Contact Center Analytics Consulting Consulting 96

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

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

JANUARY 10, 2022

The service world is also undergoing major innovation in the form of intelligent self-service solutions that customers find compelling and engaging and that are increasingly preferred over live agents to handle all but their most complex requests. The pace of innovation in the contact center is more rapid than at any other time.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Serenova

MARCH 10, 2020

Through our merger with Lifesize, we’ll do this as the first CCaaS provider to offer a natively integrated, enterprise-grade cloud contact center solution with high-definition video. There’s no question AI-powered chatbots and self service are important—and they’re here to stay.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Aspect

SEPTEMBER 28, 2017

The world of contact center solutions is just a microcosm of the myriad of software applications used by enterprises moving inexorably to a Software as a Service (SaaS) model in the public cloud. Staff members get the best tools available. Product upgrades are automated and included in subscription costs.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

Enghouse Interactive

JUNE 9, 2021

By using tools such as chatbots, biometric authentication, self-service, and natural language processing (NLP), organizations can listen to the voice of the customer (VOC) to gather first-party data and then extract the contextual information needed to complete customer profiles which are foundational to personalization (1:1 targeting).

Contact Center 97

Contact Center Self service Chatbots CRM 97

Enghouse Interactive

SEPTEMBER 29, 2020

Start by using Automated Conversations – as discussed in our recent self-service blog series , an organization has many options to improve the overall experience. Source: PWC/Bains and Co. So, how best to improve the customer experience, and then, the business outcomes?

Interactive Voice Response 83

Interactive Voice Response Self service Chatbots Enterprise 83

DMG Consulting

JANUARY 29, 2021

This is exactly what DMG asked enterprise, IT and contact centers leaders from around the world in our annual contact center goals and priority survey, conducted in November and December 2020. The second-ranked response was to improve customer-facing self-service capabilities, as reflected by 44.7% of respondents.

Contact Center 62

Contact Center Interactive Voice Response Self service Enterprise 62

Enghouse Interactive

OCTOBER 12, 2021

Add self-service so that customers can have control of how they engage with you. Integrate a Knowledge Base into your self-service process to ensure specific help can be provided quickly via text, documents, or text-to-speech. Use Artificial Intelligence to listen to what is being said, “why”, and the “what” behind it.

Customer Experience 89

Customer Experience Self service Banking Employee engagement 89

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

Upstream Works

JANUARY 25, 2022

At the foundation of digital transformation for contact centers are the blending of human and self-service automated engagements to provide a continuous omnichannel CX. The bottom line—quality customer care is highly dependent on digital performance. Accelerating Digital Transformation. A Unified Agent Desktop.

Contact Center 78

Contact Center contact center solutions Average Handle Time Enterprise 78

Calabrio

MARCH 7, 2025

Add Self-Scheduling Tools to Your Tech Stack Leveraging agent self-scheduling tools can put better work-life balance and flexibility right in the hands of your agents. Streamline Evaluations and Feedback Regular and constructive feedback is vital for agent growth and development. GE Appliances did just that.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Enghouse Interactive

OCTOBER 21, 2020

That “ any desired information or service should be available on any device, whenever they need it or want it, and that it be delivered in a personalized manner. That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.)

Self service 79

Self service Contact Center Benchmark Chatbots 79

DMG Consulting

FEBRUARY 25, 2019

Service, quality management, and the customer journey will all see big gains. The main obstacle to progress for traditional quality management (QM) is that few companies can afford the resources to properly staff a traditional QM function. Speech Analytics and AI Is a Winning Combination. By Donna Fluss.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

Cisco - Contact Center

DECEMBER 17, 2020

Optional integrated Webex Workforce Optimization provides tools for workforce management, quality management, and workforce analytics. This fusion of human and AI results in natural, fast, and easy around-the-clock self-service. Explore the new Webex Contact Center. We’d love to hear what you think.

Customer Experience 108

Customer Experience Contact Center APIs Analytics 108

DMG Consulting

OCTOBER 6, 2023

In addition, some enterprises are beginning to create proprietary LLMs, enabling them to have complete control of the data leveraged by generative AI technologies used in their organizations. and customer service organizations.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

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. While IVA technology is still in its infancy, it is already making significant contributions to the market.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

APRIL 13, 2022

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. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times.

Analytics 48

Analytics Enterprise Contact Center Quality management 48

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

CSM Magazine

APRIL 12, 2023

With the AppFoundry, Genesys makes it easy for customers who are looking for an enterprise-grade solution like Calabrio ONE to select the best solution for their business starting with a connector for the full Calabrio ONE suite, or separately by product: Calabrio Workforce Management , Calabrio Quality Management and Calabrio Analytics.

APIs 52

APIs Coaching Morale Analytics 52

DMG Consulting

NOVEMBER 7, 2023

Artificial intelligence, including generative AI, is speeding up innovation and adoption in the CCaaS market and is delivering quantifiable benefits that increase productivity, improve self-service capabilities, and enhance the customer and employee experience (CX/EX).

Consulting 59

Consulting Consulting Contact Center Marketing 59

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’s enterprise software is used by millions of agents every year and supports billions of consumer interactions around the world.

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’s enterprise software is used by millions of agents every year and supports billions of consumer interactions around the world.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

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). Intelligent virtual assistants.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

DMG Consulting

SEPTEMBER 17, 2021

These operations and technology leaders expect their CCaaS vendor to function as their general contractor and make available most of the applications that they need to manage their contact centers, including WFO capabilities. The pandemic, together with the ongoing digital transformation, is yielding many positive changes in contact centers.

Contact Center 48

Contact Center Enterprise Self service Technology 48

DMG Consulting

JUNE 9, 2023

An influential driver of this sector’s growth is the expanding footprint of these platforms, which increasingly include many workforce engagement management (WEM) applications and intelligent virtual agent (IVA) self-service capabilities. Growth is also impacted by companies adding seats.

Marketing 48

Marketing Contact Center Virtual Agent Self service 48

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

Verint

MARCH 6, 2018

Your Enterprise AI is Only as Good as Your Data”. March 6; San Jose, California Joe Dumoulin, CTIO at Verint Next IT, will present “Your Enterprise AI is Only as Good as Your Data” at 3:30 p.m. Strata Data Conference. ET webinar focused on the vital role back-office operations play in the customer experience equation. Out with the Old.

Quality management 35

Quality management Coaching Self service Enterprise 35

DMG Consulting

SEPTEMBER 20, 2021

Enterprises need to review and update their digital transformation strategies and plans to incorporate new approaches driven by the pandemic. These include modifications to fundamental business activities—how products and services are distributed, and how and by whom customer service is delivered.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

DMG Consulting

OCTOBER 7, 2024

GenAI supplies the missing component in many contact center activities, from composing answers to customers’ natural language self-service inquiries, to drafting succinct voice and digital interaction summaries, to creating the underlying code for these solutions.

Contact Center 48

Contact Center contact center solutions Self service CRM 48

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