DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management 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. What: Releases 2020 – 2021 Workforce Management Product and Market Report.

Predictive Analytics 62

Predictive Analytics Contact Center Machine Learning Artificial Intelligence 62

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. Artificial intelligence, machine learning and predictive analytics ushering in a new era of servicing. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. When: Today, 18 February 2020.

Artificial Intelligence 48

Artificial Intelligence Contact Center Text Analytics Predictive Analytics 48

DMG Consulting

OCTOBER 17, 2019

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2019-2020 Robotic Process Automation Product and Market Report. Where: Available at the DMG Consulting online store. OnviSource is covered at a high level.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

DMG Consulting

SEPTEMBER 26, 2018

There is renewed interest in these solutions, which are incorporating artificial intelligence (AI) and machine learning to keep speech analytics up-to-date with the digital transformation. These advancements are fueling interest in speech analytics and accelerating sales of new and replacement solutions.

Contact Center 48

Contact Center Machine Learning Artificial Intelligence Text Analytics 48

DMG Consulting

MARCH 31, 2019

in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. Some of the CBCCI vendors have natively built a foundational AI layer in their platform; others have acquired AI and machine learning capabilities; a majority have partnered with leading AI technology providers such as Amazon Lex, Salesforce Einstein, Google and IBM Watson.

Contact Center 48

Contact Center Machine Learning Text Analytics Predictive Analytics 48

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. According to Accenture , 85% of customer interactions will be managed with AI by 2020. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down?

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. According to Accenture , 85% of customer interactions will be managed with AI by 2020. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down?

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64