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

SugarCRM

JUNE 30, 2021

For the increased accessibility that a virtual event offers and a world still socially distanced, we planned our third-annual SugarConnected series for 2021 to be entirely online—and what a success it was. It’s all about driving the highest level of predictability within your organization ,” explained Charlton. .

Artificial Intelligence 29

Artificial Intelligence CRM Predictive Analytics AI 29

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

Beyond Philosophy

MAY 12, 2021

Porte says they were hearing from their clients worldwide that 2021 was posing challenges for them. However, beyond that, 82 percent of respondents said that the challenges of managing customer engagement in 2021 were growing. Finally, Porte says that machine learning capabilities are crucial.

Customer Expectations 88

Customer Expectations AI Machine Learning Technology 88

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

DMG Consulting

OCTOBER 17, 2019

At the same time, vendors are investing in their RPA solutions, increasing the use of AI technologies, especially machine learning, predictive analytics, innovative optical character recognition (OCR), and advanced computer vision capabilities.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

SurveySensum

JANUARY 26, 2022

As of 2021, most customers are still skeptical about accepting responses from a chatbot. In addition, businesses are vying to invest more into product analytics tools used by the product teams to comprehend how customers engage with their web and mobile applications. . Moreover, AI enhances CX remarkably.

Customer Experience 59

Customer Experience Contact Center Machine Learning Omnichannel 59