DMG Consulting

FEBRUARY 20, 2025

Contact Center Key Technology Trends for 2025: AI Leads the Charge Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in contact centers. of survey respondents. of survey participants. of survey participants. of the people responding to DMGs survey.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

GetFeedback

APRIL 17, 2019

Various text templates, suggested replies, customer surveys, the ability to use virtual agents (chatbots) + strong analytics. Convenient tools for designing self-service customer portals (without writing any code). For reason #4: The desire to avoid bad treatment . Going deeper into customer service.

Customer Service 102

Customer Service CRM Self service Gamification 102

DMG Consulting

APRIL 15, 2020

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

Consulting 62

Consulting Consulting Contact Center Gamification 62

DMG Consulting

NOVEMBER 14, 2020

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

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

AUGUST 3, 2020

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

Consulting 62

Consulting Consulting Analytics Marketing 62

DMG Consulting

APRIL 15, 2020

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

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

SEPTEMBER 26, 2018

We also expect to see more speech analytics ’seats’ being sold as embedded capabilities in other applications, such as intelligent virtual agent (IVA) solutions.”. The 2018-2019 edition of the Report covers 8 leading and contending vendors in-depth: Calabrio, CallMiner, NICE, OnviSource, SESTEK, Verint, Voci and VoiceBase.

Consulting 48

Consulting Consulting Analytics Marketing 48

Eckoh

JANUARY 31, 2020

Data-driven decisions Managers will have access to live dashboards that provide fine-grained visibility into customer queries, feedback from surveys, agent utilization and performance. Rather than waiting for the next daily report to come from an MI team, they will have access to real-time analytics on any device.

Contact Center 52

Contact Center Management Gamification Virtual Agent 52

DMG Consulting

DECEMBER 7, 2020

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

Consulting 62

Consulting Consulting Contact Center Marketing 62

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

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. It also presents customer satisfaction survey results that rate the vendors and their products.

Consulting 59

Consulting Consulting Marketing Management 59

Outsource Consultants

JANUARY 27, 2025

Adherence to Schedule Schedule adherence measures whether or not call center agents adhere to their assigned schedules and meet the required work hours. Implement gamification strategies to encourage punctuality. Train agents on efficient time management techniques. Empower agents to resolve issues on first contact.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

DMG Consulting

DECEMBER 10, 2019

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

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 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

NOVEMBER 1, 2017

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

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

OCTOBER 17, 2019

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

Consulting 48

Consulting Consulting Contact Center Analytics 48

DMG Consulting

OCTOBER 17, 2019

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

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MARCH 31, 2019

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

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

AUGUST 3, 2018

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

Consulting 48

Consulting Consulting Marketing Gamification 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

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

NOVEMBER 29, 2017

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

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 9, 2020

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

Consulting 48

Consulting Consulting Marketing Contact Center 48

DMG Consulting

DECEMBER 11, 2019

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

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2019

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

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Consulting Consulting Contact Center Marketing 48

DMG Consulting

APRIL 16, 2019

Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.) 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. of capturing feedback from customers.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

JustCall

AUGUST 10, 2022

Intelligent routing – Calls can be routed based on caller data, IVR selections, agent skills, calling hours, and so on. AI agent – An NLP-enabled virtual agent can be deployed to support customers. Agent assist – It provides real-time agent help to improve customer interaction quality.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

JustCall

APRIL 5, 2023

Virtual Numbers: You can leverage local and toll-free virtual numbers with no provisioning required. Avaya Cloud Virtual Agent: The brand’s AI-powered auto attendant system paves the way for smart call routing. You can also message through WhatsApp.

voip 52

voip Interactive Voice Response APIs Contact Center 52

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. Call recording – Calls are recorded so team leads can monitor them for quality and training.

Interactive Voice Response 52

Interactive Voice Response call center solutions CRM Contact Center 52