Fonolo

NOVEMBER 11, 2022

READ THE FULL GUIDE: Contact Center Trends 2023. (It You can check out all of our predictions for the upcoming year in our newest in-depth resource: Contact Center Trends 2023. 2023 Trends: A New Focus on Agent Well-Being . Here are some of the improvements we expect agents to see in 2023: . Let’s dig in! .

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

DMG Consulting

APRIL 15, 2020

Workforce priorities have shifted, as have other management trends, including the introduction of innovative smart technology, expanding global business and broader market opportunities. Predictive analytics is already helping companies make better hiring decisions and reduce agent churn.

Predictive Analytics 62

Predictive Analytics Contact Center Machine Learning Artificial Intelligence 62

Lumoa

APRIL 28, 2024

Its omnichannel text analytics feature comes with Natural Language Processing and is supported by AI (more about this in the next segment). Qualtrics launched their generative AI XM/os2 in 2023 and announced that they are investing $500 million in AI innovation over the next four years.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

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. OnviSource is covered at a high level.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

DMG Consulting

DECEMBER 11, 2019

Strong and innovative sector with sustained growth and momentum. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG expects the number of CBCCI seats to increase by 23% in 2019 and 2020, by 21% in 2021 and 2022, and by 20% in 2023.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

SurveySensum

NOVEMBER 23, 2023

You will need dedicated NPS software with innovative survey distribution channels, and specific analytic and reporting features to conduct successful NPS surveys. We’ve done our bit of research and shortlisted 15 of the best NPS tools you should check out in 2023. It has innovative branding and customization options.

NPS 52

NPS Net Promoter Score Sentiment Analysis Social Media 52