DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. But this is just the start of many innovations being introduced into the WFM market.

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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.

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AI Artificial Intelligence Healthcare Legal 130

DMG Consulting

AUGUST 16, 2022

The market is experiencing a major shift from the self-service systems of old—touch-tone-based or speech-enabled interactive voice response systems (IVRs)—to the new generation of conversational artificial intelligence (AI)-based IVAs. IVAs Are Not Just a Contact Center Solution. IVAs Are Good for Agents and CX.

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