DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. The 2018 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

Dialer 360

JANUARY 19, 2022

Virtual agents. However, those days are gone when static and slow IVR are used in the call center for customer service. As well as help the organization to meet its goal. Relationship between virtual agents and Artificial intelligence. Working procedure of virtual agents.

Virtual Agent 48

Virtual Agent Call Center Interactive Voice Response Technology 48

Calabrio

MARCH 31, 2025

Instead, Calabrios auto quality management platform automates evaluations and QA scorecards , providing objective, data-driven insights into agent performanceacross 100% of evaluations. More Accurate Virtual Agents and IVR Elevate your self-service with intelligent virtual agents.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. The 2017 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions. When: Today, 19 July 2017.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

NICE inContact

OCTOBER 12, 2018

Customers want better and faster self-service options, especially in the voice channel thanks to the popularity and increased adoption of conversational home/personal assistants. This is the first of four ways that virtual agents are automating the contact center. fewer calls being transferred to live agents.

Virtual Agent 48

Virtual Agent Contact Center Average Handle Time Interactive Voice Response 48

SmartAction

SEPTEMBER 25, 2018

The following is an excerpt from Frost & Sullivan’s white paper, “The AI-Powered Virtual Agent: Actionable Strategies for Contact Center Leaders.”. Read the full paper to find out how leading companies are using cloud-based virtual agents to automate more in their contact centers. Meeting High Customer Expectations.

Virtual Agent 40

Virtual Agent Interactive Voice Response Contact Center Self service 40

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Serenova

OCTOBER 13, 2020

The interactive voice response (IVR) system that customers are often greeted by might not understand their needs or might misroute their call to a live agent who doesn’t have the right skillset to address the issue. That’s where Omilia comes in with its AI-powered virtual assistant. Reducing Costs.

Interactive Voice Response 66

Interactive Voice Response Customer Experience Virtual Agent Contact Center 66

CSM Magazine

SEPTEMBER 17, 2020

Conversational AI (aka intelligent chatbots or virtual agents) combines artificial intelligence (AI) and automation to streamline customer interactions across channels. Simplifying the creation and maintenance of virtual agents across the enterprise is critical. Essentially, it is what makes a Virtual Agent smart.

Virtual Agent 98

Virtual Agent Customer Service Contact Center Chatbots 98

JustCall

MARCH 23, 2023

Interactive Voice Response, or IVR, is necessary for every contact center. It serves as a round-the-clock virtual receptionist. The IVR is configured to lead the user to a self-help guide that answers their query, a human agent who can solve their problem, or a pre-recorded voice message.

Interactive Voice Response 52

Interactive Voice Response call center solutions CRM Contact Center 52

TechSee

APRIL 21, 2021

Intelligent collaboration tools are trending in the call center to meet this need of connecting agents with their colleagues and supervisors in order to better serve their customers. AI enhances existing self-service capabilities, such as smart FAQ and IVR, with the new cognitive capabilities in chatbots or virtual agents.

Call Center 136

Call Center Contact Center Self service call center solutions 136

Lumoa

JUNE 23, 2021

These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots. Additionally, utilizing voice-enabled support enhances the human experience by providing a personal touch.

Cloud contact 78

Cloud contact Interactive Voice Response Contact Center Chatbots 78

The Northridge Group

SEPTEMBER 27, 2017

If that interaction does require routing to a live agent for further processing, the system should transfer all of that relevant information and guide the agent to create a seamless, personalized, and genuine interaction that enables a more efficient, and higher-valued experience. Where can AI help?

Contact Center 136

Contact Center Calibration Chatbots Analytics 136

UJET

DECEMBER 17, 2020

It can also help virtual assistants offer better sets of options that lead to a faster, more satisfying resolution. Without advanced NLP, customers are more likely to get stuck in an unresponsive interactive voice response (IVR) menu. An example of a personalized greeting using UJET Virtual Agent.

Virtual Agent 72

Virtual Agent Interactive Voice Response Chatbots Self service 72

UJET

DECEMBER 17, 2020

It can also help virtual assistants offer better sets of options that lead to a faster, more satisfying resolution. Without advanced NLP, customers are more likely to get stuck in an unresponsive interactive voice response (IVR) menu. An example of a personalized greeting using UJET Virtual Agent.

Virtual Agent 72

Virtual Agent Interactive Voice Response Chatbots Self service 72

3CLogic

AUGUST 18, 2020

After dealing with outdated systems that no longer meet current customer expectations and business demands, 62% of today’s customer service centers have plans to move to the cloud within the next 18 months. However, enterprises continue to remain dependent on their existing call center platform (IVR, queue management, reporting, etc.)

call center solutions 96

call center solutions Call Center Cloud contact CRM 96

Uniphore

JANUARY 21, 2022

With more patient and member interactions happening remotely, the pressure to deliver a seamless digital experience is all too real. How can healthcare CX providers ensure that members consistently receive positive, high-quality service while meeting strict compliance and privacy requirements?

Healthcare 98

Healthcare Virtual Agent Interactive Voice Response Self service 98

DMG Consulting

MARCH 8, 2019

Leading cloud-based contact center infrastructure (CBCCI) offerings are omni-channel solutions that handle inbound, outbound and blended voice and digital interactions; and support channel escalation, or the ability for customers and agents to seamlessly migrate/pivot from one channel to another without losing contact history or context.

Contact Center 54

Contact Center Interactive Voice Response Virtual Agent Employee engagement 54

OctopusTech

JUNE 18, 2024

Instead, you may consider outsourcing the calls to meet unexpected demands. Reduce Average Handle Time It is a good thing to provide your agents with knowledge management tools. You can use it to improve protocols, scripts, and agent skills through recorded calls. This saves on live agents and speeds up transactions.

Call Center 62

Call Center Interactive Voice Response Real estate First call resolution 62

Serenova

OCTOBER 13, 2020

The interactive voice response (IVR) system that customers are often greeted by might not understand their needs or might misroute their call to a live agent who doesn’t have the right skillset to address the issue. That’s where Omilia comes in with its AI-powered virtual assistant. Reducing Costs.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Virtual Agent Contact Center 52

DMG Consulting

AUGUST 21, 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. # # #.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

3CLogic

DECEMBER 1, 2022

Even more tellingly, almost 60% of respondents said phone was their preferred method of communication for internal meetings and external meetings. By itself, modernizing enterprise phone systems to meet these wants and needs is not an issue. Of the respondents surveyed: 28% want to record and store calls on demand.

contact center solutions 52

contact center solutions Cloud contact Contact Center Interactive Voice Response 52

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

BlueOcean

OCTOBER 4, 2023

With the integration of the platform and an effective IVR, your customer accesses support end-to-end in the language of their choice. Routing a German-speaking customer to an English-only IVR is not going to do your CSat metrics much good. The Role of AI in Bilingual Support We can’t leave this topic without touching on AI.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

HGS

FEBRUARY 1, 2017

Today’s companies are challenged to meet everyday customer service pressures while also building for the future. At the most basic level, the start of the digitally enabled contact center means embracing “digital” channels: social media; web self-service, including mobile apps and visual IVR; video kiosks; and chat.

Self service 100

Self service Contact Center Journey mapping Virtual Agent 100

Playvox

MARCH 19, 2024

The Evolution of Contact Center AI Early uses of AI and machine learning (ML) showed up in call centers years ago in intelligent routing solutions and interactive voice response (IVR) systems. These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

DMG Consulting

AUGUST 2, 2017

In this age of digital transformation, customers and prospects must be able to easily access an enterprise from any channel – phone, self-service (websites, interactive voice response (IVR) systems, intelligent virtual agents (IVAs)), email, chat, co-browse, SMS, social media and video.

Interactive Voice Response 96

Interactive Voice Response Contact Center CRM Virtual Agent 96

AWS Machine Learning

JULY 18, 2023

Amazon Lex is a service that allows you to quickly and easily build conversational bots (“chatbots”), virtual agents, and interactive voice response (IVR) systems for applications such as Amazon Connect. Follow the specified commands in our GitHub repository’s README to deploy the services.

Interactive Voice Response 98

Interactive Voice Response Engineering Chatbots Self service 98

DMG Consulting

APRIL 15, 2020

The last few years have seen enhancements to WFM solutions to meet the needs of omni-channel service environments, multi-national enterprises and the Millennial and Gen Z workforce. . We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

Consulting 62

Consulting Consulting Marketing Management 62

JustCall

AUGUST 8, 2023

This ensures that customers are directed to the most suitable agent or department. Virtual Agents AI chatbots can understand and respond to customer queries in real time. Understanding Customer Behavior Adding on to the above points, understanding customer behavior aids AI in predicting customer needs and how to meet them.

Contact Center 52

Contact Center Interactive Voice Response Customer Service Virtual Agent 52

DMG Consulting

APRIL 15, 2020

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 62

Consulting Consulting Contact Center Gamification 62

SmartAction

JUNE 9, 2023

Some notable examples include: Chatbots : Chatbots are AI-powered virtual agents, built in-house or by third-party vendors , that engage in text-based conversations with users. Chatbots and virtual agents may provide irrelevant or inaccurate responses.

Virtual Agent 75

Virtual Agent Chatbots Self service Feedback 75

DMG Consulting

NOVEMBER 14, 2020

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 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

AUGUST 3, 2020

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 62

Consulting Consulting Analytics Marketing 62

3CLogic

MAY 26, 2022

Integrative customer experience technologies such as SMS, Voice, and conversational AI will allow you to keep up with new consumer expectations. Effective customer experience management empowers your virtual agents to support each customer as an individual. Ignoring Customer Needs Isn’t An Option.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

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. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

Consulting 48

Consulting Consulting Contact Center Marketing 48

EPIC Connections

FEBRUARY 19, 2019

Delivering results within the corporate structure is primarily driven by meeting customers’ needs and reducing operating costs. One of the ways companies can meet these objectives is by employing solutions that include automation as well as incorporating lower cost agent channels.

Contact Center 54

Contact Center Call flow Interactive Voice Response Self service 54