DMG Consulting

SEPTEMBER 24, 2021

Looking at feedback in each channel has always been important, but gaining visibility into what is happening across channels and enterprise business units is essential to understanding the overall customer journey.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

Global Speech Networks

JANUARY 10, 2022

This sounds like a long list of nigh-impossible tasks — but with call centre quality management software and advanced contact centre analytics, it’s easier than you might think. You’ll see the results in numerous areas, but perhaps most important is customer feedback. Quality Management . Why a customer 360?

Brand ambassadors 52

Brand ambassadors Virtual Agent Quality management Analytics 52

DMG Consulting

DECEMBER 7, 2020

Interaction (speech and text) analytics can empower contact center agents with the information and context they need to handle inquiries, and also identify trends and challenges for the entire enterprise. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

Consulting 62

Consulting Consulting Contact Center Marketing 62

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

DMG Consulting

NOVEMBER 1, 2017

Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” 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

APRIL 13, 2022

Looking at feedback in each channel has always been important, but gaining visibility into what is happening across channels and enterprise business units is essential to understanding the overall customer journey.

Analytics 48

Analytics Enterprise Contact Center Quality management 48

Balto

JANUARY 30, 2025

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 AI-driven automation & virtual agents $50 $100/user/month 4.3 Cons: Limited to QA-focused features.

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

DMG Consulting

MAY 7, 2018

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

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 16, 2018

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

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

JANUARY 17, 2018

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

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MARCH 10, 2023

Analytics-enabled quality management (AQM) (a.k.a. automated quality management). This application can fully or partially automate the quality management process and allow companies to evaluate up to 100 percent of interactions cost-effectively. Real-time guidance (RTG).

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

ROI CX Solutions

DECEMBER 6, 2024

This workflow also provides major cost savings, since more time and money can be channeled toward your valuable human agents. Enhancing agent support and empowerment Artificial intelligence for call centers can provide added support to agents.

Contact Center 52

Contact Center call center solutions Call Center Chatbots 52

JustCall

APRIL 5, 2023

Call recording – Calls are recorded for quality and training. Agent scripting – Agents can be provided with predetermined scripts to increase customer engagement. Virtual Numbers: You can leverage local and toll-free virtual numbers with no provisioning required.

voip 52

voip Interactive Voice Response APIs Contact Center 52

DMG Consulting

APRIL 16, 2019

of capturing feedback from customers. Interaction analytics collects data from free-form, open-ended dialogues; it can also mine customer data from the web and social media to extract information about customer sentiment. Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.)

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Calabrio

MARCH 10, 2025

Put your call center in the best position to deliver great experiences with WFM features like: AI-driven predictive forecasting, intraday scheduling tools, real-time adherence , self-service reporting, and seamless integration with quality management, analytics, and CCaaS tools. Top Providers: Calabrio, Verint, NICE 6.

Call Center 52

Call Center Agent Empowerment Interactive Voice Response Self service 52