DMG Consulting

MARCH 11, 2022

On an annual basis, in the November/December time frame, DMG Consulting (DMG) conducts a worldwide survey of contact center and enterprise executives and managers to identify their top operational and technology investment priorities for the coming year. of survey participants. 2022 Top Contact Center Priorities/Goals.

Customer Experience 71

Customer Experience Interactive Voice Response Contact Center Self service 71

Connect

APRIL 18, 2024

Additional applications relate to better management and operational efficiency, supporting supervisors with AI-powered quality management or scoring and providing insights and recommendations for strategic planning.

Virtual Agent 87

Virtual Agent Chatbots Average Handle Time Engineering 87

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. Workforce management (WFM) came in second place, identified by 40.8% of survey participants.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

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.

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.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

DMG Consulting

JANUARY 29, 2021

This is exactly what DMG asked enterprise, IT and contact centers leaders from around the world in our annual contact center goals and priority survey, conducted in November and December 2020. of survey respondents indicated the importance of prioritizing the customer experience. Figure 1: Top 5 Contact Center Priorities for 2021.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

Playvox

JANUARY 13, 2022

As an example, 35% of surveyed CEOs report expanding employee benefits in the last twelve months in an effort to reduce employee churn. . 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.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

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. Chatbots and virtual agents provide fast, personalised customer service without replacing the human element of your contact centre.

Brand ambassadors 52

Brand ambassadors Virtual Agent Quality management Analytics 52

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. VoC Unfiltered.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

DMG Consulting

NOVEMBER 8, 2023

Take DMG’s 2-minute 2024 Contact Center Goals and IT Investment Survey } Ultimately, contact center leaders are trying to figure out which technology partners and applications will make practical and meaningful contributions to help them achieve their goals. Which large language models (LLMs) should be used for generative AI initiatives?

Contact Center 48

Contact Center Virtual Agent Self service Benchmark 48

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

DMG Consulting

APRIL 13, 2022

Voice-of-the-customer applications, also known as surveying solutions, ask customers how they feel about specific situations, but they can be used on only a limited basis, provided people respond at all. IA Provides Insights Into The Voice Of The Customer.

Analytics 48

Analytics Enterprise Contact Center Quality management 48

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

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

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

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

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

NOVEMBER 29, 2017

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

Consulting 48

Consulting Consulting Contact Center Marketing 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 Ratings and Reviews: Bland.ai

call center software 52

call center software Call Center Multichannel Coaching 52

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

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

Calabrio

MARCH 10, 2025

Put your call center in the best position to deliver great experiences with WFM features like: AI-driven predictive forecasting, intraday scheduling tools, real-time adherence , self-service reporting, and seamless integration with quality management, analytics, and CCaaS tools. Top Providers: Calabrio, Verint, NICE 6.

Call Center 52

Call Center Agent Empowerment Interactive Voice Response Self service 52