1 to 1

JANUARY 25, 2021

They are expecting easier, better, and faster CX in 2021. The most successful brands will blend Artificial Intelligence (AI) with human intelligence to deliver the hyper-personalized effortless experiences today’s customers crave. Intelligent automation in the contact center is here to stay.

Artificial Intelligence 29

Artificial Intelligence Unstructured Data Contact Center AI 29

DMG Consulting

JANUARY 10, 2022

Contact Center Workplaces Are in the Midst of a Renaissance. This is the case for many contact centers, where agents have been under-appreciated, under-recognized and under-rewarded for decades. The employee-employer relationship in contact centers is finally being re-evaluated and redefined, and not a moment too soon.

Contact Center 77

Contact Center Artificial Intelligence Innovation Technology 77

DMG Consulting

JULY 20, 2022

DMG Consulting Releases 2022 Contact Center Workforce Optimization/Workforce Engagement Management Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . The WFO/WEM suite vendors generated contact center sales of $2,236.9

Contact Center 48

Contact Center Artificial Intelligence AI Technology 48

DMG Consulting

JUNE 14, 2022

DMG Consulting Releases 2022 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases 2022 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report

Contact Center 48

Contact Center Artificial Intelligence Innovation AI 48

DMG Consulting

SEPTEMBER 20, 2021

Contact Centers’ Road Map to Success in the New Normal. May 25, 2021 Donna Fluss. Contact Centers Moving Forward at an Accelerated Pace. Adding digital channels is a step in the right direction and a necessity for contact centers of all sizes in all verticals, but it is just the beginning.

Contact Center 48

Contact Center Real Estate Artificial Intelligence Compliance 48

DMG Consulting

MARCH 8, 2019

Innovation Enhances the Cloud-Based Contact Center Infrastructure Market. The past year was excellent for the cloud-based contact center infrastructure (CBCCI) market. The vast majority of the sales were to existing contact centers whose management made the decision to migrate to the cloud.

Contact Center 72

Contact Center Innovation Artificial Intelligence Machine Learning 72

DMG Consulting

JUNE 30, 2021

DMG Consulting Releases 2021-2022 Robotic Process Automation Product and Market Report. A new standard of intelligent automation that benefits the front and back office. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. When: Today, 30 June 2021.

Contact Center 59

Contact Center Artificial Intelligence AI Technology 59

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service 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 Digital Customer Service Product and Market Report.

Customer Service 62

Customer Service Contact Center Artificial Intelligence Text Analytics 62

DMG Consulting

SEPTEMBER 13, 2021

The Business Case for Making Contact Center Applications Standard Employee Productivity Tools. Sep 3, 2021 Donna Fluss. Every employee plays a role in delivering an outstanding customer experience (CX), whether in direct contact with customers or supporting customer-facing co-workers.

Contact Center 48

Contact Center Artificial Intelligence Entertainment CRM 48

Uniphore

NOVEMBER 16, 2021

Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. Traditional banks did amazingly well in playing catch-up on digital transformation, but they didn’t necessarily perform as well when responding to the overwhelming volume of ensuing contact center interactions. And shift we did.

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

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

Uniphore

DECEMBER 17, 2021

That’s where conversational artificial intelligence (AI) and automation can help. Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. Source: “ United Healthcare, Humana Top Healthcare Satisfaction Ratings ,” Nathan Eddy, Healthcare Finance, September 2021.

Healthcare 130

Healthcare Contact Center AI Artificial Intelligence 130

Execs In The Know

SEPTEMBER 14, 2021

September 14, 2021 — Global customer experience (CX) industry leader Execs In The Know (EITK) is pleased to announce the Customer Response Summit (CRS) , a virtual event taking place October 18–22, 2021. PHOENIX, Ariz.,

Artificial Intelligence 52

Artificial Intelligence CX Contact Center Innovation 52

Execs In The Know

MARCH 4, 2022

Temporary layoffs accounted for essentially the entire increase in unemployment to its historically high rate in April 2020 , and tens of millions of Americans quit their jobs in 2021. Vaccine ” was Merriam-Webster’s word of the year for 2021. million fewer workers at the close of 2021 than in February 2020. Agents Needed.

AI 98

AI Artificial Intelligence Contact Center Healthcare 98

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

Uniphore

JANUARY 25, 2022

However, in artificial intelligence (AI), the feeling is anything but cautious. Writing for The Wall Street Journal , technology columnist Christopher Mims observed, “we’ve entered a period of upheaval, driven by connectivity, artificial intelligence and automation.” Conversational AI Expands Beyond the Contact Center.

AI 130

AI Artificial Intelligence Healthcare Legal 130

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. in 2018, 23% in both 2019 and 2020, and 21% in 2021. 11/30/2017.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Machine Learning 48

DMG Consulting

JUNE 8, 2021

These increasingly sophisticated analytics solutions have evolved from basic keyword search applications that helped companies understand call reasons to advanced business intelligence (BI) offerings that provide insights and an appreciation of customer sentiment. Product Innovation. Broader Use Cases for IA.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

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%

Contact Center 48

Contact Center Artificial Intelligence Omnichannel AI 48

MattsenKumar

JUNE 6, 2021

Centers catering to travel, hospitality, medical and e-commerce industries have registered an enormous influx. In 2021, call centers stand at a unique juncture; from here, it is either all gloomy or all jovial. Call Center Technology Trends. How adopting cloud infrastructure help a contact center?

Technology 52

Technology Technology E-commerce Artificial Intelligence 52

DMG Consulting

SEPTEMBER 24, 2021

July 7, 2021 Donna Fluss. This analytics application helped enterprise and contact center executives navigate uncharted territory by giving them information and insights to keep them apprised of the state of their customers and employees. IA BENEFITS THE CONTACT CENTER.

Contact Center 77

Contact Center Voice of the Customer Artificial Intelligence Omnichannel 77

DMG Consulting

SEPTEMBER 14, 2021

Jul 12, 2021 Donna Fluss. Companies are re-evaluating their salary structures as they struggle to hire people for traditionally low-level jobs, including: contact center/customer service representatives, bank tellers, retail clerks, servers, hospitality workers, flight attendants, healthcare aides, and more.

Contact Center 98

Contact Center Real Estate Hospitality Hospitality 98

1 to 1

JANUARY 11, 2022

A year ago, still in the throes of the pandemic, many turned hopeful eyes to 2021 expecting the world—and the customer experience landscape—to largely return to “normal.” 2021 prediction: Employees will be eager to return to the workplace. 2021 prediction: The economy will bounce back post-pandemic, just as quickly as it declined.

CX 26

CX Artificial Intelligence Machine Learning Contact Center 26

Shep Hyken

JANUARY 31, 2022

The word continue to be important as the pandemic continued through 2021. Engati) Whether you’re looking for inspiration, or you’re interested in getting fantastic insights on the latest Customer Experience and Artificial Intelligence trends, Engati CX is the place to be. State of the Contact Center 2022 by Fonolo.

Customer Service 57

Customer Service Contact Center Artificial Intelligence Customer Loyalty 57

DMG Consulting

SEPTEMBER 17, 2021

April 20, 2021 Donna Fluss. Contact centers in particular have been dramatically impacted by the pandemic, as have most, if not all, departments in public and private institutions and organizations. The pandemic, together with the ongoing digital transformation, is yielding many positive changes in contact centers.

Contact Center 48

Contact Center Artificial Intelligence Innovation Technology 48

DMG Consulting

OCTOBER 13, 2020

There’s nothing like a worldwide pandemic that requires people to social distance to emphasize the mission-critical nature of intelligent, artificial intelligence (AI)-based, omni-channel self-service solutions.) Today, companies are trying to put these solutions in production as quickly as they can.

ML 87

ML Machine Learning Artificial Intelligence AI 87

CSAT.AI

OCTOBER 13, 2020

Article updated 2021 – Originally published Sept 2019. He answered: “There’s a ton of intrigue around AI among contact center and customer experience leaders. From Shep Hyken’s 2021 blog : . “As Talking tech, it may seem ironic to mention feelings. Remember it is humans that this tech is meant to support.

AI 52

AI Machine Learning Customer Service Artificial Intelligence 52

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

Execs In The Know

JUNE 9, 2023

Welcome to a new era of call centers, where cutting-edge Artificial Intelligence (AI) technologies are revolutionizing the customer service landscape. Although this number is up from 57% in 2021, it is still down substantially from 2020 when 71% of organizations had deployed (or planned to deploy) AI.

AI 52

AI Predictive Analytics Sentiment Analysis Artificial Intelligence 52

Callminer

AUGUST 6, 2019

.” – Sandie Simms, 12 Questions to Ask When Choosing Contact Centre Software , West UC; Twitter: @West_UC. Know the latest call center trends. Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. Social media.

Contact Center 140

Contact Center VOC Social Media AI 140

DMG Consulting

SEPTEMBER 26, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. 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.

Contact Center 48

Contact Center Machine Learning Artificial Intelligence Text Analytics 48

DMG Consulting

OCTOBER 18, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. T hese solutions are being used by contact centers to convert unstructured phone conversations into structured data that yields a wealth of information about customer needs and expectations.

Text Analytics 48

Text Analytics Contact Center Artificial Intelligence Structured Data 48

1 to 1

JULY 29, 2022

According to IDC analysts, businesses were estimated to have spent $215 billion in 2021 on big data and business analytics solutions, a 10% increase over 2020. For example, based on millions of customer interactions (contact center inquiries over calls, chats, bots, searches, etc.),

Manufacturing 29

Manufacturing Artificial Intelligence Predictive Analytics Contact Center 29

Steven Van Belleghem

DECEMBER 6, 2021

The NFT craze has been hot during the last few quarters of 2021, as wealthy crypto investors are collecting rare digital art, that often dramatically increases in value, or grants utility to premium online experiences, and/or is a ticket to an elite community of other NFT holders. If you’re new to NFTs, read this NFT primer from the Verge.

CX 123

CX Customer Experience Non-Profits Social Media 123

Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: Contact Center Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services. That number was 197 million in March 2021.

Contact Center 52

Contact Center Finance Social Media Artificial Intelligence 52

VOZIQ

OCTOBER 13, 2021

Reston, VA, October 13, 2021: VOZIQ, an AI-powered predictive customer retention solution provider, announced the launch of its redesigned website with a new domain address – voziq.ai The post VOZIQ Rebrands Itself to VOZIQ AI; Launches a Dedicated AI Center Excellence (ACE) for Clients appeared first on VOZIQ.ai. www.voziq.ai.

AI 52

AI Machine Learning ML Customer Retention 52

Fonolo

JANUARY 4, 2022

Contact Center Trends 2022. 62% of organizations view customer experience provided through contact centers as a competitive differentiator. Source: Deloitte: Contact Center Survey. 46% of decision-makers expect their contact centers to grow between 5%-10% over the next year. Source: Microsoft.

Customer Service 142

Customer Service Social Media Contact Center Artificial Intelligence 142