2023 Contact Center Innovation Outlook 
DMG Consulting
OCTOBER 2, 2023
The report defines generative AI and explores in-depth how contact centers and customer service organizations can utilize it to achieve their essential goals. The report defines generative AI and explores in-depth how contact centers and customer service organizations can utilize it to achieve their essential goals.
DMG Consulting
SEPTEMBER 29, 2022
DMG Consulting Releases 2022 – 2023 Interaction Analytics for the Enterprise Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2022 – 2023 Interaction Analytics for the Enterprise report . MEDIA ALERT. Background: .
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DMG Consulting
MAY 8, 2023
This positioned vendors to invest heavily in their solutions (particularly during the first six months of the year) and deliver a great deal of innovation to the market. While some of the contact center-as-a-service (CCaaS) vendors sell their own WFO/ WEM solutions and capabilities, most sell these applications through partnerships.
Ameyo Callversations
AUGUST 24, 2022
Conversational AI, as a leading contact center automation technology, stands at the convergence of these two business sides. It will also drive chatbot eCommerce transactions to $112 billion by 2023 ( Juniper Research ). Chatbots Trends and Future Outlook. Increased Use of AI in Contact Centers.
DMG Consulting
NOVEMBER 1, 2022
Knowledge management (KM) is an essential enabler for contact center (and enterprise) employees, whether they work virtually or in the office. The pandemic proved that agents and other contact center resources can successfully and productively work remotely when they are equipped with the right tools. Market Outlook .
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