DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Contact Center 59

Contact Center Artificial Intelligence AI Actionable Insights 59

DMG Consulting

NOVEMBER 8, 2023

2024: The Year for Contact Center AI November, 2023 2024 is fast approaching, and contact center executives and leaders are trying to figure out how to incorporate artificial intelligence (AI) into their operations. Decision-makers are considering many factors, including: Is it safe to use AI?

Contact Center 48

Contact Center AI Artificial Intelligence Compliance 48

DMG Consulting

SEPTEMBER 6, 2023

Real-Time Guidance Drives Contact Center Digital Transformation September, 2023 In 2005, Donna Fluss, founder and president of DMG Consulting LLC, published a book called The Real-Time Contact Center , which had a twofold purpose.

Contact Center 48

Contact Center Artificial Intelligence Compliance Predictive Analytics 48

Taylor Reach Group

SEPTEMBER 6, 2023

by Colin Taylor The rapid advancement of conversational AI has had a profound impact on various industries, and one arena that has been significantly affected is the contact center industry. The emergence of Interactive Voice Response Systems (IVRs) in the 1980s marked the initial steps toward automation within contact centers.

Contact Center 65

Contact Center AI Data Entry Sentiment Analysis 65

DMG Consulting

AUGUST 10, 2023

This edition of the Report focuses on contact center and service-related uses of interaction analytics (IA) and a growing number of enterprise-wide use cases, as these solutions become more effective at capturing, identifying, and delivering actionable insights into the customer and employee experience.

Contact Center 48

Contact Center Artificial Intelligence AI Actionable Insights 48

DMG Consulting

APRIL 19, 2023

It also explores how new artificial intelligence (AI)-based technology continues to vastly improve the accuracy, flexibility, and usability of WFM solutions and revolutionize contact center staffing paradigms. Both groups aim to deliver a new and more effective generation of WFM solutions.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Innovation 48

DMG Consulting

SEPTEMBER 12, 2023

It has taken close to 20 years, but the convergence of the processing power of the cloud, interaction analytics (IA), artificial intelligence (AI) technologies, and a shift in what agents are empowered to do for customers is finally making the concept of real-time contact centers a reality.

Contact Center 48

Contact Center Artificial Intelligence AI Customer Relationship Management 48

Lumoa

NOVEMBER 17, 2022

Here are the CX trends you can expect to see in 2023 and how to keep your e-commerce business on track with the evolution of CX. Customer Experience in E-commerce Trend Predictions for 2023. Artificial Intelligence (AI) is a fantastic way to reduce costs and optimize customer support without diminishing customer experience.

E-commerce 83

E-commerce Customer Experience Social Media Artificial Intelligence 83

DMG Consulting

JANUARY 17, 2023

DMG Consulting Releases 2022–2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market R eport. Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services. When: Today, 17 January 2023.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Innovation 48

DMG Consulting

APRIL 13, 2022

DMG Consulting Releases 2022 – 2023 Workforce Management for the Enterprise Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2022 – 2023 Workforce Management for the Enterprise Report. MEDIA ALERT. When: Today, 9 March 2022.

Artificial Intelligence 48

Artificial Intelligence Contact Center Predictive Analytics Innovation 48

DMG Consulting

JUNE 1, 2022

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise report. MEDIA ALERT.

AI 48

AI Contact Center Artificial Intelligence Innovation 48

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. To remain competitive in the fight for customer service supremacy, many organizations now rely on automation and artificial intelligence (AI) in customer service. What is the state of automated customer service in 2023? The state of automated customer service in 2023.

Customer Service 87

Customer Service Healthcare AI Artificial Intelligence 87

Hodusoft

JUNE 5, 2023

HoduSoft Shines Bright as Winner in the 18th Annual 2023 Globee® Awards for IT Achievement Winning an award is always a special moment for an organization for many reasons. Taking everything into account, HoduCC call/contact center software has proven to be an invaluable asset for businesses of all sizes and types.

Contact Center 40

Contact Center Artificial Intelligence Innovation Customer Satisfaction 40

DMG Consulting

DECEMBER 4, 2023

AI Should Revolutionize Customer Experience 2023 was a tumultuous year for many businesses. Artificial intelligence is changing the business landscape, and while guardrails and regulation are necessary, its possibilities are unbounded. It’s not a question of will your company apply it, only when you will start.

AI 48

AI Artificial Intelligence Customer Experience Contact Center 48

DMG Consulting

MAY 8, 2023

The investments are primarily in the following categories: artificial intelligence (AI), automation, analytics, and user interface/user experience (UI/UX). While some of the contact center-as-a-service (CCaaS) vendors sell their own WFO/ WEM solutions and capabilities, most sell these applications through partnerships.

Artificial Intelligence 62

Artificial Intelligence Contact Center Outlook AI 62

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. 12/11/2019. Where: Available at the DMG Consulting online store.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

1 to 1

NOVEMBER 22, 2022

While it’s impossible to predict exactly what the new year will bring, some clear trends are emerging as we think about what customer and employee experience will look like in 2023. In 2023 it’s time for a more thoughtful and proactive approach to customer experience (CX) and employee experience (EX).

CX 26

CX Artificial Intelligence Contact Center AI 26

DMG Consulting

SEPTEMBER 13, 2022

Driven by customer expectations for a great experience, increased demand for self-service, the need to empower employees throughout the enterprise, and the rise of artificial intelligence (AI), KM solutions are being purchased to meet a wide range of requirements. Selecting the Right KM for your Contact Center.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Innovation 48

VOZIQ

DECEMBER 22, 2023

Reston, VA,  December 21, 2023 : VOZIQ AI, a leading provider of Predictive Customer Intelligence Solutions for subscription-based recurring-revenue businesses, is pleased to announce its strategic partnership with AMP Smart to offer AI-enabled proactive customer loyalty solution aimed at maximizing Customer Lifetime Value (CLV).

Customer Loyalty 52

Customer Loyalty AI Artificial Intelligence Machine Learning 52

DMG Consulting

AUGUST 2, 2023

Interactions Analytics: Happy 20-Year Anniversary August 2023 Now in its 20 th year, the interaction analytics (IA) market is considered mature, with its solutions regarded as essential for most contact centers. The practical uses of IA technology and its enterprise-wide value continue to grow.

Contact Center 48

Contact Center Artificial Intelligence VOC Customer Relationship Management 48

Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Here’s a comprehensive list of the most important customer service statistics you need to know in 2023. 14% of contact center leaders predict growth of more than 10%.

Contact Center 81

Contact Center Customer Service Social Media Artificial Intelligence 81

DMG Consulting

JUNE 9, 2023

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

Contact Center 48

Contact Center Artificial Intelligence Omnichannel AI 48

DMG Consulting

JANUARY 30, 2024

Thanks to AI, the CCaaS Sector Comes on Strong View this article on the publishers website The contact center-as-a-service (CCaaS) market continues to thrive despite challenging macroeconomic conditions. percent of contact center seats as of the end of December 2022, a figure expected to have grown to 34.7

AI 48

AI Contact Center Artificial Intelligence CRM 48

VOZIQ

FEBRUARY 7, 2023

Reston, VA, February 6, 2023: VOZIQ AI, one of the leading providers of Predictive Customer Intelligence Solution, is excited to announce the launch of its new AI-powered Predictive Price Increase Solution for subscription businesses.

AI 40

AI Artificial Intelligence Machine Learning Contact Center 40

Hodusoft

MAY 24, 2023

The Future of Call Centers: Predictions and Trends for Call Center Software The year 2023 is a crucial year for tech breakthroughs. The advancements in artificial intelligence (AI), 5G, and quantum computing have altered the digital landscape for good. How can call centers be left behind?

Contact Center 52

Contact Center AI Artificial Intelligence Social Media 52

DMG Consulting

APRIL 12, 2023

The Second Act for WFM April 2023 Workforce Management (WFM) vendors finally get it. Vendors are delivering more intelligent and flexible applications designed to handle the forecasting and scheduling needs of a digitally transforming society, which is no easy feat.

Contact Center 48

Contact Center Artificial Intelligence AI Innovation 48

DMG Consulting

JUNE 30, 2021

Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2021-2022 Robotic Process Automation Product and Market Report.

Contact Center 59

Contact Center Artificial Intelligence AI Technology 59

Logicalware

MAY 24, 2023

The rise of artificial intelligence Artificial intelligence (AI) has ushered in a new era for contact centres, propelling them into uncharted territory. Intelligent virtual assistants and chatbots have become increasingly prevalent, delivering instant support and swift answers to customer queries.

Artificial Intelligence 52

Artificial Intelligence AI Social Media Innovation 52

DMG Consulting

APRIL 15, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG’s 13 th annual report on the contact center workforce management (WFM) sector delivers a comprehensive analysis of the vendors, products, pricing and best practices for this IT sector.

Contact Center 62

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 62

Fonolo

OCTOBER 5, 2023

2023 was all about chatbots. How Artificial Intelligence is Changing the Contact Center There are Two Main Types of Chatbots Chatbots can be used for a number of different applications – but behind the curtain, you’ll typically find two main types of chatbots in popular use today. Join us Oct. Save your seat!

Artificial Intelligence 57

Artificial Intelligence Machine Learning Contact Center AI 57

1 to 1

MARCH 2, 2023

Whether 2023 will usher in a mild recession or just an economic downturn, no one knows. Workforce reductions are tempting in the face of economic headwinds but technology and customer experience experts urge contact center leaders to take the long view, and resist. are getting louder by the day.

CX 26

CX Contact Center Artificial Intelligence Social Media 26

Fonolo

JANUARY 22, 2019

In an article by Retail Dive, “Juniper estimates that by 2023 over 70% of chatbots accessed will be retail based.” In the end, chatbots are simply there to help, to speed up the sales process, and to lighten the load of the customer service representative and/or contact center agent. Social Media as a Contact Center Touchpoint.

Retail 93

Retail Contact Center Artificial Intelligence AI 93

Execs In The Know

MARCH 9, 2023

Lauren Kindzierski, Consultant and CX Advisory Leader at VXI, and Lucia Albero, Senior Community Manager at LG, connected with a packed room of CX leaders to workshop how to achieve legendary social care in 2023. A big topic of discussion? How to amplify your brand by being human.

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

1 to 1

FEBRUARY 13, 2024

If 2023 was a year of revelation, zeal, and anything-is-possible hopes for artificial intelligence’s potential, 2024 is shaping up as a year of action. This mindset highlights the need to balance AI deployment with humans, to use AI as an enabler that helps contact center associates perform better and improve the experience.

AI 26

AI Construction Artificial Intelligence Contact Center 26

Execs In The Know

FEBRUARY 19, 2023

It’s time to turn up the emphasis on automation in the contact center and make the service experience as quick and easy as the Amazon product experience. But for many organizations, the contact center has become a key customer touch point and brand reputation driver since the pandemic forced a retreat from in-person business.

Contact Center 52

Contact Center Innovation Manufacturing Technology 52

Fonolo

MARCH 2, 2023

No stranger to change, the contact center industry has been ahead of the curve throughout the global pandemic. We consulted nine industry experts to tell us all about it – and discuss the state of the contact center in 2023. Word: Contact centers are technology leaders! Customers love it.

Contact Center 141

Contact Center Artificial Intelligence Sentiment Analysis AI 141

DMG Consulting

OCTOBER 17, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting’s third report on robotic process automation (RPA) focuses on contact center, back-office and enterprise uses of this technology. When: Today, 3 October 2019.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48