Playvox

MARCH 19, 2024

As NLP, ML, and conversational AI evolved, modern contact centers embrace AI-powered chatbots, virtual agents or assistants, voice recognition, and other tools to deliver self-service options to customers. AI-infused quality management is enabling leaders to stop problems before they start.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

DMG Consulting

MARCH 11, 2022

This includes: improving customer-facing self-service capabilities (52.9%), improving productivity (49.6%), reducing operating costs (47.9%), starting/continuing the contact center’s digital transformation and improving employee engagement, which tied for 39.8%, improving agent-facing self-service automation (36.6%), and more.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

DMG Consulting

SEPTEMBER 24, 2021

Companies need to be able to conduct business in an increasingly virtual and digital environment, as this is what their customers expect. Interaction analytics should be used to perform a modified form of quality management called analytics (or automated) quality management (AQM).

Analytics 77

Analytics Enterprise Contact Center Quality management 77

DMG Consulting

NOVEMBER 1, 2022

The first is an operating environment where agents (and hopefully other contact center employees including supervisors, quality management specialists, workforce management administrators, etc.) Typically, these automated resources are conversational AI-based intelligent virtual agents (IVAs).

Contact Center 48

Contact Center Virtual Agent Coaching Self service 48

DMG Consulting

FEBRUARY 20, 2025

Email Address * Submit Self-service solutions (interactive voice response (IVR), intelligent virtual agent (IVA), conversational AI (CAI), web, and mobile) were the third-highest technology investment priority for companies in the survey (36.0%). Signup for DMG’s free monthly newsletter. of survey participants.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

DMG Consulting

AUGUST 16, 2022

intelligent virtual agents (IVAs), workforce management (WFM), analytics-enabled quality management (AQM), predictive behavioral routing, knowledge management, interaction analytics, and more). Delivering the most appropriate knowledge assets to employees and customers (via self-service applications).

Contact Center 48

Contact Center Analytics Virtual Agent contact center solutions 48

DMG Consulting

JANUARY 29, 2021

The second-ranked response was to improve customer-facing self-service capabilities, as reflected by 44.7% Companies are transitioning from their interactive voice response (IVR) systems to next-gen conversational intelligent virtual agents (IVAs). of respondents. of respondents. of respondents. of the responses.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

DMG Consulting

FEBRUARY 25, 2019

Service, quality management, and the customer journey will all see big gains. The main obstacle to progress for traditional quality management (QM) is that few companies can afford the resources to properly staff a traditional QM function. Speech Analytics and AI Is a Winning Combination. By Donna Fluss.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

Global Speech Networks

JANUARY 10, 2022

This sounds like a long list of nigh-impossible tasks — but with call centre quality management software and advanced contact centre analytics, it’s easier than you might think. Automation and self-service options give customers the ability to interact quickly and simply with your organisation. Quality Management .

Brand ambassadors 52

Brand ambassadors Virtual Agent Quality management Analytics 52

DMG Consulting

OCTOBER 6, 2023

Applications for Contact Centers/Customer Service Generative AI has caught the attention and imaginations of vendors and enterprises, driving investments in a large and growing variety of applications for contact centers (sales, marketing, service, collections, technical support, etc.) and customer service organizations.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

DMG Consulting

AUGUST 13, 2024

An influential driver of this sector’s growth is the expanding footprint of these platforms, which increasingly include many workforce engagement management (WEM) applications and intelligent virtual agent (IVA)/conversational artificial intelligence (AI) self-service capabilities.

Contact Center 48

Contact Center Virtual Agent Self service Consulting 48

Playvox

JANUARY 13, 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. AI has already taken root in foundational contact center systems, from workforce management software, to smart routing, to conversional IVRs.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

DMG Consulting

NOVEMBER 8, 2023

What goals can AI help them achieve: Enhancing self-service? Boosting agent engagement? Increasing agent productivity? Decision-makers are considering many factors, including: Is it safe to use AI? Reducing operating expenses? Improving the overall CX? Which AI technologies should be used?

Contact Center 48

Contact Center Virtual Agent Self service Benchmark 48

DMG Consulting

APRIL 17, 2025

A common example of this is when contact centers purchase an AQM solution to automate their quality management program but continue to perform QM manually.

Contact Center 48

Contact Center Best practices Virtual Agent Quality management 48

DMG Consulting

JUNE 9, 2023

An influential driver of this sector’s growth is the expanding footprint of these platforms, which increasingly include many workforce engagement management (WEM) applications and intelligent virtual agent (IVA) self-service capabilities.

Marketing 48

Marketing Contact Center Virtual Agent Self service 48

DMG Consulting

APRIL 13, 2022

Companies need to be able to conduct business in an increasingly virtual and digital environment, as this is what their customers expect. Interaction analytics should be used to perform a modified form of quality management called analytics (or automated) quality management (AQM).

Analytics 48

Analytics Enterprise Contact Center Quality management 48

DMG Consulting

MARCH 10, 2023

Analytics-enabled quality management (AQM) (a.k.a. automated quality management). This application can fully or partially automate the quality management process and allow companies to evaluate up to 100 percent of interactions cost-effectively. Intelligent virtual assistants.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

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.

Contact center software 52

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

ROI CX Solutions

DECEMBER 6, 2024

Key takeaways Enhancing efficiency: AI tools allow contact centers to automate repetitive tasks, enabling major time and cost savings and allowing agents to focus more on high-value tasks. This workflow also provides major cost savings, since more time and money can be channeled toward your valuable human agents.

Contact Center 52

Contact Center call center solutions Call Center Chatbots 52

DMG Consulting

SEPTEMBER 20, 2021

It’s bizarre that it took a highly contagious virus to drive so much innovation in the world of service, but this is one of the positive outcomes of this challenging situation. The pandemic has also accelerated the attitudinal shift of consumers toward self-service and digital channels as their preferred modes for service.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

DMG Consulting

APRIL 16, 2019

Self-service solutions will eliminate the need for live agents in the next 10 years (0.1). The overarching themes shared by these seven trends are productivity improvement, enhanced quality, and reduced costs, driven by AI-related functionality. Contact centers and back offices will merge in the next 10 years (0.3).

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

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

DMG Consulting

MARCH 30, 2021

It’s time for companies to give customers what they want, which is artificial intelligence-enabled omnichannel self-service solutions, as these have become consumers’ preferred method of conducting business.

Contact Center 79

Contact Center Real estate Self service Enterprise 79

Calabrio

MARCH 10, 2025

Contact Center Self-Service Solutions In today’s digital age, customers expect quick and easy access to information and support. Self-service tools for call centers include solutions that empower customers to find instant answers and resolve issues without agent intervention.

Call Center 52

Call Center Agent Empowerment Interactive Voice Response Self service 52