DMG Consulting
DECEMBER 7, 2021
Question: Should speech and text analytics be used outside the contact center? Answer: Speech and text analytics, known jointly as interaction analytics (IA), can and should be perceived, managed and applied in a way to benefit the entire enterprise and its customers. appeared first on DMG Consulting.
DMG Consulting
MAY 26, 2020
2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. Adoption of cloud-based recording is starting to pick up momentum, as is analytics-enabled quality management (QM). . WFO Trends in 2020.
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Fonolo
NOVEMBER 11, 2022
Cheaper data processing and storage capabilities are fueling artificial intelligence, natural language processing and machine learning — which means companies can now distill customer understanding drawn from millions of data points. Here are more ways AI capabilities are starting to improve contact center operations: .
DMG Consulting
FEBRUARY 25, 2019
Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. Vendors in most IT sectors claim to provide AI-enabled solutions, and the speech analytics providers are no exception. The future of this process is analytics-enabled QM (AQM).
DMG Consulting
FEBRUARY 12, 2019
Automation and artificial intelligence (AI) are changing the way companies operate, allowing businesses to re-imagine many aspects of their operations, including their employees. Analytics will Continue to be a Differentiator. Predictive analytics is an emerging strategy for improving and personalizing the customer experience.
DMG Consulting
APRIL 15, 2020
The Report explores the impact of trends such as the digital transformation, the gig economy, artificial intelligence (AI) enablement, automation and the hybrid workforce on the WFM market. Predictive analytics is already helping companies make better hiring decisions and reduce agent churn.
DMG Consulting
FEBRUARY 15, 2018
Given consumers’ changing attitudes toward self-service and the arrival of more accurate speech recognition, it’s the right time for companies to update their self-service strategies by upgrading their IVRs, and that means embracing intelligent virtual agents (IVAs).
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