DMG Consulting

JUNE 8, 2021

Interaction analytics enables companies to alter the outcome of customer conversations, responding with real-time alerts and next-best-action guidance to agents, regardless of where they are located. DMG is the primary source for market activity and revenue data and analysis for contact center IT segments.

Consulting 59

Consulting Consulting Analytics Marketing 59

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

CSM Magazine

JANUARY 27, 2021

DMG, a leading independent contact centre research and consulting firm, annually conducts reports on the workforce optimisation (WFO) industry, including market trends and challenges, predictions and vendor market share, as well as an extensive customer satisfaction survey to measure end-user experience with vendors and their products.

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Consulting Consulting At home agents Virtual Agent 59

Balto

JULY 5, 2023

AI has taken our industry by storm and shows no signs of slowing down. At our current pace, we will see fully natural language virtual agents, just as or more capable than human agents, in as little as five years. When customers got on calls and heard a robotic voice say “Hello, I am an AI agent, how can I help you?”

Contact Center 52

Contact Center Virtual Agent Chatbots Best practices 52

DMG Consulting

OCTOBER 6, 2023

Generative AI technologies utilized in contact center applications are primarily being trained using large language models (LLMs), which can contain generic training data (public LLMs), be more specific to an industry or company (private LLMs), or be a combination of both. and customer service organizations.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

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

Playvox

JANUARY 13, 2022

We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Cloud workforce management systems that provide real-time visibility to key metrics enable supervisors to see what agents are doing and if they’re adhering to schedules.

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Contact Center CRM Entertainment Virtual Agent 79

Xaqt

JANUARY 15, 2021

Paul Stockford of Saddletree Research, a leading analyst firm in the Contact Center industry, published today a Research Brief covering Xaqt's AI powered Vaccination Communication and Scheduling automation platform. Xaqt’s Intelligent Virtual Agents also have the capability to schedule and manage appointments and send reminders to citizens.

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Virtual Agent Government Contact Center Chatbots 40

DMG Consulting

NOVEMBER 29, 2017

We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs. For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Contact Center Marketing 48

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

We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs. For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 16, 2018

We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

JANUARY 17, 2018

We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Gamification 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 Robust lead management features.

call center software 52

call center software Call Center Multichannel Coaching 52

DMG Consulting

OCTOBER 13, 2021

They want to be able to adapt their customer-facing solutions quickly and easily and they increasingly expect their CBCCI solution to come with workforce optimization (WFO)/workforce engagement management (WEM) modules (quality management (QM), workforce management (WFM), surveying, etc.).

Consulting 48

Consulting Consulting Contact Center Marketing 48

ROI CX Solutions

DECEMBER 6, 2024

Reading Time: 14 minutes Table of contents Introduction The artificial intelligence (AI) boom of the past few years has offered a variety of new solutions to many industries and call centers are no different. This workflow also provides major cost savings, since more time and money can be channeled toward your valuable human agents.

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Contact Center call center solutions Call Center Chatbots 52

JustCall

MARCH 9, 2023

Some of its key features are: AI-based self-service Omnichannel and workforce engagement Collaboration tools Customer experience analytics Pros: The power of AI can be utilized to enhance service levels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.

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Contact center software Contact Center call center software contact center solutions 52

DMG Consulting

SEPTEMBER 20, 2021

The pandemic proved that contact center employees—agents, supervisors, managers, quality management specialists. workforce management administrators, business analysts, and reporting specialists—can generally work as productively from their homes.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

DMG Consulting

APRIL 16, 2019

Artificial intelligence (AI) is seeing rapid adoption across industries. As contact centers are people-intensive organizations where agents account for approximately 65 percent to 75 percent of departmental costs, it makes sense that businesses are looking for ways to reduce their dependence on live agents and help them be more productive.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Verint

NOVEMBER 16, 2017

Customer-centricity, leveraging the power of knowledge management and increasing the speed and accuracy of work output are not new concepts in the customer engagement industry.

Wireless 32

Wireless contact center workforce Enterprise Customer centricity 32

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. Genesys CloudX Pricing Plans Genesys Cloud CX 1: $75.00

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voip Interactive Voice Response APIs Contact Center 52