DMG Consulting

DECEMBER 1, 2020

However, the key to success remains being able to connect with a live agent, when necessary. . Automation solutions – Intelligent virtual agents (IVAs), virtual assistants (VAs), robotic process automation (RPA) and workflow have emerged as essential enablers for enterprises.

Contact Center 100

Contact Center Government Self service Virtual Agent 100

Calabrio

MARCH 25, 2025

When Chatbot QA Isn’t Prioritized, Quality Suffers To avoid these potential pitfalls and ensure customer satisfaction, its critical to maintain quality checks for your chatbot as part of your wider contact center quality management program. Not far behind this: an increased demand for speed and efficiency.

Chatbots 52

Chatbots Analytics Contact Center Quality management 52

Connect

APRIL 18, 2024

Applying artificial intelligence (AI) in the contact centre has emerged as a prolific trend as the hype around Generative or Gen AI – the next iterative advancement in the technology – gathers pace. By Martin Cross, CTO at Connect. About ‘ Connect.

Virtual Agent 92

Virtual Agent Chatbots Average Handle Time Engineering 92

DMG Consulting

AUGUST 21, 2017

DMG covers emerging contact center trends and IT sectors that have a lasting impact on the market. The 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report provides an in-depth analysis of the desktop analytics and emerging RPA sectors.

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Consulting Consulting Virtual Agent Marketing 48

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. And the list goes on.

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Contact Center Quality management Interactive Voice Response Coaching 74

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.

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Consulting Consulting Contact Center Marketing 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.

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Consulting Consulting Analytics Marketing 59

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.

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Analytics Quality management Enterprise Virtual Agent 48

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

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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Consulting Consulting Marketing Gamification 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. Intelligent automation will make substantial contributions to contact centers by taking over many routine, time-consuming tasks previously performed by agents and improving service quality.

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contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

APRIL 17, 2025

Satisfaction with the CX was lower in 2024 than in 2023, and it seems as if this trend has been playing out for years. 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. However, the reality is different.

Contact Center 48

Contact Center Best practices Virtual Agent Quality management 48

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. CCaaS Market Drivers and Inhibitors June 2023 With a 21.3%

Marketing 48

Marketing Contact Center Virtual Agent Self service 48

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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Contact Center Virtual Agent Self service Consulting 48

DMG Consulting

MAY 7, 2018

DMG covers emerging contact center trends and IT sectors that are likely to have a lasting impact on the market. The 2018 Knowledge Management Product and Market Report is the only in-depth analysis of these practical and increasingly essential solutions. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 16, 2018

The 2018 – 2019 Workforce Management Product and Market Report provides an in-depth analysis of the contact center WFM market, the competitive landscape, product suites, technology and innovation. For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Marketing Management 48

DMG Consulting

JANUARY 17, 2018

DMG’s 14 th annual report on this resilient sector explores the products, innovation, and market trends and challenges that are changing the face of WFO. The Report also presents an insightful analysis of WFO market activity for the first half of 2017, and provides 5-year market projections for the 12 WFO application components.

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Consulting Consulting Marketing Gamification 48

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.

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Consulting Consulting Contact Center Marketing 48

ROI CX Solutions

DECEMBER 6, 2024

Improved customer and agent experience: AI tools provide a variety of self-service options to customers, as well as providing improved efficiency, real-time coaching, and other contextualizing information to agents. Enhancing agent support and empowerment Artificial intelligence for call centers can provide added support to agents.

Contact Center 52

Contact Center call center solutions Call Center Chatbots 52

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

call center software 52

call center software Call Center Multichannel Coaching 52

DMG Consulting

NOVEMBER 29, 2017

DMG’s tenth annual report on this sector provides deep insights into the competitive landscape, vendors, products, and trends and challenges that are shaping this market and driving innovation. 2017 was the breakthrough year for the cloud-based contact center infrastructure (CBCCI) market.

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Consulting Consulting Contact Center Marketing 48

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.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

DMG Consulting

APRIL 16, 2019

Another emerging strategy for managing a personalized customer experience is the use of predictive analytics. Using data mining, statistical techniques, and machine learning to identify relationships, patterns, and trends, a predictive model can be built to anticipate future events or behaviors, as well as their potential business impacts.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Calabrio

MARCH 10, 2025

This category focuses on tools that capture, analyze, and interpret customer data, providing valuable insights into customer behavior, sentiment, and trends in order to optimize workflows, anticipate customer needs, and drive growth with exceptional experiences. Top Providers: Calabrio, Verint, NICE 6.

Call Center 52

Call Center Agent Empowerment Interactive Voice Response Self service 52

Calabrio

MAY 8, 2025

Discover the key trends shaping the future of contact centers. These platforms can capture vast amounts of data on call volumes, handling times, agent performance, customer sentiment, and interaction trends. Read the full State of the Contact Center 2025 report. The future of contact center solutions is undeniably tied to AI.

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Contact Center contact center solutions Cloud contact call center solutions 52