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

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

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

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

Uniphore

NOVEMBER 16, 2021

Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. More people now use technology to manage their finances than use video streaming services (78%) or social media (72%). Banking contact center interactions are expected to remain elevated through 2024. And shift we did.

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

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

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. Let’s have a look at the future call center technology trends: 1.

Technology 52

Technology Technology E-commerce Artificial Intelligence 52

DMG Consulting

JULY 9, 2021

RPA for Contact Centers and Customer Service. Seemingly out of nowhere, automation technology became mission-critical as managers realized they could gain efficiencies and increase productivity by automating manual tasks that do not require or benefit from the cognitive capabilities of human employees.

Contact Center 48

Contact Center Customer Service Artificial Intelligence CX 48

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

This is especially true given the increasing competition from more technology-savvy competitors and disruptive market entrants from non-healthcare sectors such as retail. That’s where conversational artificial intelligence (AI) and automation can help. Scoring an “Ok” Satisfaction Rating Isn’t Enough.

Healthcare 130

Healthcare Contact Center AI Artificial Intelligence 130

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

VOZIQ

MARCH 19, 2021

Reston, March 17, 2021: VOZIQ, ? Artificial Intelligence for Predictive Customer Retention? VOZIQ’s product is powered by more than 10 proprietary machine learning algorithms and advanced text analytics technolog y. VOZIQ Contact: Ganesh Kulkarni. TMC recognizes VOZIQ for the third time in a row .

Machine Learning 52

Machine Learning Artificial Intelligence Text Analytics Retail 52

VOZIQ

MARCH 19, 2021

Reston, March 17, 2021: VOZIQ, ? Artificial Intelligence for Predictive Customer Retention? VOZIQ’s product is powered by more than 10 proprietary machine learning algorithms and advanced text analytics technolog y. VOZIQ Contact: Ganesh Kulkarni. TMC recognizes VOZIQ for the third time in a row. .

Machine Learning 52

Machine Learning Artificial Intelligence Text Analytics Retail 52

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

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

Aquire

OCTOBER 5, 2021

Calling support (many companies have digitized their call centers). Troubleshooting problems via innovative customer service technology like cobrowsing or video chat. Additionally, make sure your contact center is well-staffed and has the customer service processes and technology to field requests efficiently.

Customer Service 105

Customer Service Omnichannel Social Media Social Listening 105

Uniphore

JANUARY 25, 2022

However, in artificial intelligence (AI), the feeling is anything but cautious. As we’ve seen with other innovations, the more familiar people become with the technology, the more they expect to see it. Expect those numbers to grow as the technology matures and video becomes a more prevalent – and even preferred – CX channel.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Fonolo

NOVEMBER 16, 2021

Although fantastic customer support has always been at the forefront of contact center success, statistics are beginning to expose a new trend. Contact Center Trends: Predictions for 2022. How do contact centers benefit from tailoring customer experiences? What is personalized customer service?

Customer Service 87

Customer Service Contact Center Artificial Intelligence Machine Learning 87

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

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

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

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

The more advanced IA offerings have expanded their capabilities and benefits far beyond their initial contact center audience but are struggling to demonstrate their value to customer experience (CX) executives who continue to concentrate on marketing and sales functions. Product Innovation. Broader Use Cases for IA.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

Beyond Philosophy

JANUARY 12, 2022

The late Steve Jobs said at a 1997 Apple World Worldwide Developers Conference, “You’ve got to start with the Customer Experience first and work backward towards the technology.” ” Now, in 2021, this quote couldn’t be any more pertinent than it was nearly 25 years ago. Online retailers have problems, too.

Retail 139

Retail Machine Learning AI Artificial Intelligence 139

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

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

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

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

Execs In The Know

FEBRUARY 14, 2023

The business world is abuzz with excitement surrounding the new ChatGPT technology. ChatGPT Isn’t Ready Yet to Handle Customer Inquiries ChatGPT is an exciting advancement in the world of artificial intelligence (AI), but it still needs a lot of work before it will be ready to help customers effectively and unaided.

Customer Experience 52

Customer Experience Artificial Intelligence Contact Center AI 52

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

CSAT.AI

OCTOBER 13, 2020

Article updated 2021 – Originally published Sept 2019. With a worldwide pandemic forcing customers indoors and businesses online the need for technological solutions accelerated the creation and adoption of AI tools. Comfort with these technologies improved in areas of retail, healthcare and deliveries. It showed ?

AI 52

AI Customer Service Machine Learning 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.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

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

UJET

MARCH 22, 2021

We gravitate to the shinier objects and tend to focus more on the agent experience, omnichannel, and artificial intelligence. Simply bolting new technologies onto a legacy system or a more modern cloud-based system is never the solution. The IVR isn’t a topic that gets enough coverage.

CX 82

CX Contact Center Start-ups AI 82