DMG Consulting

JANUARY 19, 2025

January 2025 2025 is positioned to be an especially AMAZING year for customer experience (CX), contact centers and service organizations as artificial intelligence (AI)-enabled technologies begin to deliver on their promises. Many of these new capabilities are enabled by a variety of AI technologies. The post Welcome to 2025!

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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. A leader in vendor-agnostic research and consulting, DMG is the only firm whose expertise spans operations and technology.

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Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. The conversation identified several contact center trends that, if addressed effectively, can lead to the transformation of two critical elements of operational success: people and technology. .

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DMG Consulting

DECEMBER 7, 2020

Companies worldwide, many of which were planning to transition to a CCaaS solution from their on-premise infrastructure (automatic call distributor (ACD) or dialer), have accelerated their move to the cloud by anywhere from 2 – 6 years, a remarkable rate for the traditionally staid contact center technology market.

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DMG Consulting

FEBRUARY 25, 2019

Service, quality management, and the customer journey will all see big gains. These applications are being pushed to the next level by more advanced AI-enabled technologies, like supervised, semi-supervised, and unsupervised machine learning and predictive analytics. Speech Analytics and AI Is a Winning Combination. What’s Next.

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DMG Consulting

OCTOBER 6, 2023

Contact center and customer service technology vendors are applying generative AI to enhance their solutions, speed up implementation, and improve the accuracy of their findings. Generative AI is ideal for service organizations due to its ability to create content in response to inquiries. and customer service organizations.

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DMG Consulting

AUGUST 16, 2022

Predictive analytics is a flexible AI-based technology that is being leveraged by a growing number of contact center solutions (e.g., intelligent virtual agents (IVAs), workforce management (WFM), analytics-enabled quality management (AQM), predictive behavioral routing, knowledge management, interaction analytics, and more).

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CSM Magazine

JANUARY 27, 2021

“Cloud-based solutions, including workforce optimisation/workforce engagement management applications that give supervisors oversight tools for managing agents, such as live monitoring, recording, quality management, speech analytics and desktop analytics, have been very helpful throughout the pandemic.”.

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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. said Donna Fluss, President of DMG Consulting LLC.

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Balto

JULY 5, 2023

Here’s the truth: The march of progress means at some point, human agents will likely be mostly replaced and automated by AI. The Current State of AI Technology How often have we heard, “Once AI can do _, then it will be truly intelligent.” Display empathy and mimic human qualities. But we’re not there yet. So what’s next?

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DMG Consulting

AUGUST 13, 2024

The Future Is Bright for the CCaaS Sector View this article on the publisher’s website The contact center-as-a-service (CCaaS) sector remains one of the fastest-growing in the contact center technology market, a trend DMG Consulting expects to continue for the next few years.

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DMG Consulting

JANUARY 29, 2021

What are your top technology priorities for 2021? Companies are transitioning from their interactive voice response (IVR) systems to next-gen conversational intelligent virtual agents (IVAs). Figure 2 displays the top 5 answers for the second question about top technology priorities for 2021. The three questions were: .

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DMG Consulting

NOVEMBER 8, 2023

Boosting agent engagement? Increasing agent productivity? Which AI technologies should be used? Interaction analytics technology has been in the commercial market for more than 20 years and AQM for more than 12 of them. What goals can AI help them achieve: Enhancing self-service? Reducing operating expenses?

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DMG Consulting

MARCH 16, 2018

The 416-page Report is designed to help organizations select the right solution, technology, functionality and partner to meet their existing and future front- and back-office WFM needs. The market is experiencing a major technology refresh due to the transition to the cloud and digital transformation.

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DMG Consulting

JUNE 9, 2023

increase in seats in the 12 months between December 2021 and December 2022, the CCaaS market remains one of the fastest-growing sectors in the contact center technology market, a trend DMG expects to continue for the next few years. Both traditional and generative artificial intelligence (AI) technologies are influencing CCaaS adoption.

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DMG Consulting

MAY 7, 2018

The new, more flexible and responsive generation of knowledge management solutions fill this need by providing a centralized repository for information gathered from across the enterprise. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people.

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DMG Consulting

JANUARY 17, 2018

Artificial intelligence (AI) is entering the WFO world, starting with natural language process (NLP) and machine learning, technologies that have great potential to enhance many components of these solutions. We are a strategic advisor to end users and vendors, large and small, and the financial community.

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DMG Consulting

NOVEMBER 29, 2017

There are over 150 CBCCI competitors world-wide, and hundreds of system integrators, technology partners, value added resellers, distributors and others supporting them. These solutions are generally much more technologically current than their premise-based counterparts. billion (excluding carrier revenue) as of the end of 2016.

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DMG Consulting

OCTOBER 13, 2021

The Report examines the competitive landscape and the business, market and technology trends driving this fast-growing and vital IT segment. The CBCCI solutions that were introduced to the market in the last few years leverage the newest technology and design principles.

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DMG Consulting

APRIL 13, 2022

Intelligent self-service is becoming the preferred channel, placing pressure on companies to transition from outdated interactive voice response systems and websites to AI-based omnichannel intelligent virtual agents.

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DMG Consulting

MAY 25, 2018

Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. For more information, visit www.dmgconsult.com. # # #.

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DMG Consulting

MARCH 30, 2021

Companies will be able to retool and optimize their staff and rethink the role of contact center agents, as the jobs they perform will be at a much higher level than in the past.

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ROI CX Solutions

DECEMBER 6, 2024

Through clever applications of new technology, call centers and their customers can greatly benefit from increased efficiency and a higher quality of service. AI chatbots, virtual assistants, and similar technologies provide an easy way to manage high call volumes.

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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.

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DMG Consulting

SEPTEMBER 20, 2021

The playbook for the “new normal” will likely follow three major trends: the migration to the cloud, digital transformation, and the adoption of smart technologies (artificial intelligence and automation). The pandemic proved that contact center employees—agents, supervisors, managers, quality management specialists.

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DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner.

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Verint

NOVEMBER 16, 2017

Earlier in my career I managed the contact center workforce optimization group at one of the major North American wireless companies. New technology was available all the time, and you really couldn’t keep up with all the emerging innovations. Do you want to delve more into the technology side of automation and AI as well?

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JustCall

APRIL 5, 2023

Top Features of Five9 Skills-based routing – Customer calls are assigned to agents with the right skills to address their needs using routing rules. Speech-enabled IVR – IVR technology allows customers to interact with an automated system with recorded messages to access information. You can also message through WhatsApp.

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