DMG Consulting

AUGUST 21, 2017

DMG covers emerging contact center trends and IT sectors that have a lasting impact on the market. The 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report provides an in-depth analysis of the desktop analytics and emerging RPA sectors.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

DMG Consulting

NOVEMBER 3, 2020

Today’s new-gen WFM suites are striving to stay on pace with modern management trends, smart technology, expanding global business requirements and broadened market opportunities. Technology must adapt and transform, and nowhere is this more evident than in the workforce management (WFM) sector.

Gamification 87

Gamification Self service Contact Center Virtual Agent 87

Fonolo

FEBRUARY 6, 2019

Here’s the relevant paragraph: “Today ‘virtual agents’ — using conversational interfaces powered by artificial intelligence — can increasingly understand your intent … [so] machines can answer many more questions than non-machines, also known as “humans.” ” The Top Contact Center Trends to Watch in 2019.

Virtual Agent 62

Virtual Agent Chatbots Gamification Contact Center 62

CSR Inc.

JULY 17, 2016

Earlier this month, I discussed the growing trend towards home-based call center agents. But the role of tech in the call center industry stretches well beyond enabling virtual agents. There was a recent post over at CallCentreHelper.com on 25 Ways Technology Can Increase Agent Productivity.

Call Center 48

Call Center Technology Gamification Coaching 48

DMG Consulting

APRIL 15, 2020

The Report explores the impact of trends such as the digital transformation, the gig economy, artificial intelligence (AI) enablement, automation and the hybrid workforce on the WFM market. Today’s WFM solutions are evolving to keep pace with the changing business world. For more information, visit www.dmgconsult.com. # # #.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

NOVEMBER 14, 2020

It analyzes vendors, products, functional capabilities, pricing, as well as market, business and servicing trends and challenges. The 2020 – 2021 Digital Customer Service Product and Market Report provides an in-depth analysis of the digital servicing market. For more information, visit www.dmgconsult.com. # # #.

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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

MARCH 11, 2021

The Report examines the business, market and technology trends and challenges confronting contact centers in the wake of the COVID-19 pandemic. 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.

Consulting 59

Consulting Consulting Marketing Management 59

DMG Consulting

SEPTEMBER 26, 2018

DMG’s 13th annual edition of this Report provides comprehensive coverage and authoritative analysis of the competitors, products, features, pricing, payback, and trends and challenges in this complex technology sector. Innovation in the speech analytics (SA) market is reinvigorating this highly valuable sector.

Consulting 48

Consulting Consulting Analytics Marketing 48

Eckoh

JANUARY 31, 2020

Automated AI analysts will monitor the data, highlighting emerging situations and changes in trends and surfacing them to the operations teams in proactive alerts — so managers can step in when it's necessary.

Contact Center 52

Contact Center Management Gamification Virtual Agent 52

DMG Consulting

NOVEMBER 1, 2017

The Report complements DMG’s annual Workforce Optimization Market Share Report , which looks at WFO market performance and activity for the full year, and its Workforce Optimization Product and Market Report , which reviews vendors, technology, trends and challenges, pricing, and more.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MAY 25, 2018

Sales of robotics/robotic process automation (RPA) solutions picked up great momentum in the past 12 months, and while still a relatively small component of total contact center WFO revenue, they are displaying a “hockey stick” growth pattern, a trend that DMG predicts will continue for the next few years. “AI

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contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

DECEMBER 10, 2019

The Report complements DMG’s annual Contact Center Workforce Optimization Market Share Report , which looks at WFO market performance and activity for the full year, and DMG’s Contact Center Workforce Optimization Product and Market Report , which reviews vendors, technology, trends and challenges, pricing, and more. million, up from $1,685.1

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contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

JUNE 12, 2019

“Intelligent automation will make substantial contributions to contact centers by taking over many routine, time-consuming tasks previously performed by agents and improving service quality”, said Donna Fluss, President of DMG Consulting LLC. For more information, visit www.dmgconsult.com. # # #.

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contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

OCTOBER 17, 2019

The 2019 – 2020 Robotic Process Automation Product and Market Report provides a detailed and insightful analysis of the overall RPA market, competitive landscape, technology, products, functional capabilities, and the servicing and market trends that are driving adoption and innovation.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MARCH 31, 2019

The 2019 – 2020 Workforce Management Product and Market Report provides an in-depth analysis of the contact center WFM market, the competitive landscape, market trends and challenges, vendors, product suites, technology and innovation. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

AUGUST 3, 2018

DMG covers emerging contact center trends and IT sectors that are likely to have a lasting impact on the market. DMG predicts that the RPA market will continue to experience a significant rate of growth (100% or higher) during each of the years from 2018 through 2022. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MAY 7, 2018

DMG covers emerging contact center trends and IT sectors that are likely to have a lasting impact on the market. The ability to break down departmental silos and gather information across the enterprise is a game-changer that will benefit the entire organization.”. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 16, 2018

It analyzes the service, business and management trends that are redefining staffing paradigms, management practices, and how enterprises and their contact centers view and interact with their customers, prospects and employees. For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Marketing Management 48

DMG Consulting

JANUARY 17, 2018

DMG’s 14 th annual report on this resilient sector explores the products, innovation, and market trends and challenges that are changing the face of WFO. The Report also presents an insightful analysis of WFO market activity for the first half of 2017, and provides 5-year market projections for the 12 WFO application components.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MARCH 9, 2020

DMG’s 16 th annual report on this fundamental contact center sector examines the servicing, business and management mega trends that are driving transformational changes in the contact center, the workforce and the technology that supports them. Contact center WFO revenue grew by 83.3%, equivalent to a 7.9%

Consulting 48

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DMG Consulting

NOVEMBER 29, 2017

DMG’s tenth annual report on this sector provides deep insights into the competitive landscape, vendors, products, and trends and challenges that are shaping this market and driving innovation. 2017 was the breakthrough year for the cloud-based contact center infrastructure (CBCCI) market.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

DECEMBER 11, 2019

DMG’s twelfth annual report provides a thorough and authoritative analysis of the products, innovation and competitive landscape, and the business, market and technology trends and drivers that are shaping the cloud-based contact center infrastucture (CBCCI) market. . For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Contact Center Marketing 48

DMG Consulting

APRIL 16, 2019

Using data mining, statistical techniques, and machine learning to identify relationships, patterns, and trends, a predictive model can be built to anticipate future events or behaviors, as well as their potential business impacts. Self-service solutions will eliminate the need for live agents in the next 10 years (0.1).

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