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.

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Consulting Consulting Contact Center Marketing 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.

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Consulting Consulting Marketing Gamification 48

DMG Consulting

MARCH 31, 2017

For more information, visit www.dmgconsult.com.

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contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

AUGUST 21, 2017

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

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Consulting Consulting Analytics Marketing 48

DMG Consulting

AUGUST 21, 2017

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

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Consulting Consulting Virtual Agent Marketing 48

DMG Consulting

JULY 19, 2017

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

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Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

JUNE 7, 2017

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

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contact center workforce Consulting Consulting Contact Center 48

Serenova

JUNE 6, 2019

For example, are advances in artificial intelligence (AI) and interactive voice response (IVR) the solution? Once the transition is made, omnichannel solutions that give agents a complete, historical view of the customer’s interactions create a positive experience for customers as well as agents. The answer is yes.

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Contact Center Interactive Voice Response Technology Gamification 40

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.

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contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MAY 7, 2018

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: workforce optimization (quality management/recording), workforce management, speech analytics, text analytics, desktop analytics, robotic process automation, customer journey analytics, enterprise feedback management/surveying, (..)

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 16, 2018

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: workforce optimization (quality management/recording), workforce management, speech analytics, text analytics, desktop analytics, robotic process automation, customer journey analytics, enterprise feedback management/surveying, (..)

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

JANUARY 17, 2018

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: workforce optimization (quality management/recording), workforce management, speech analytics, text analytics, desktop analytics, robotic process automation, customer journey analytics, enterprise feedback management/surveying, (..)

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

OCTOBER 18, 2017

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

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Consulting Consulting Analytics Marketing 48

Enghouse Interactive

FEBRUARY 9, 2021

Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. now) provides the customer with the ability to resolve their own issues (generally 40% prefer this approach) using a combination of IVR, chatbots, smart routing and knowledge bases. Keep an Eye on These Three Emerging Areas.

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Contact Center Self service Chatbots Gamification 68

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

NobelBiz

MARCH 23, 2022

Which means that your Interactive Voice Response – IVR containment, query processing and resolution rates in clients’ interaction are all necessary metrics to analyze your revenues. Learn every about Managing CCaaS Expectations vs Reality. Factors that will determine your future contact center provider 1.

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contact center solutions Contact Center voip call center software 52

Playvox

JUNE 22, 2023

Three Ways To Improve Agent Performance Metrics Contact center managers should provide additional agent training. Incorporate gamification and other engagement tactics to boost retention of content. Calls Handled This measures the number of calls handled overall or by a specific agent or IVR system over a given period of time.

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Call Center Metrics Schedule adherence Average Handle Time 52

JustCall

APRIL 5, 2023

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. Speech-enabled IVR – IVR technology allows customers to interact with an automated system with recorded messages to access information.

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voip Interactive Voice Response APIs Contact Center 52