Hodusoft

MAY 10, 2024

A Comprehensive Guide to Virtual Call Center and Contact Centers Even though virtual call centers and contact centers have been around for quite some time, they have gained widespread popularity in the last four to five years only. What Are Virtual Call Centers and Contact Centers?

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

DMG Consulting

SEPTEMBER 12, 2023

It has taken close to 20 years, but the convergence of the processing power of the cloud, interaction analytics (IA), artificial intelligence (AI) technologies, and a shift in what agents are empowered to do for customers is finally making the concept of real-time contact centers a reality.

Contact Center 48

Contact Center Artificial Intelligence AI Customer Relationship Management 48

DMG Consulting

AUGUST 10, 2023

This edition of the Report focuses on contact center and service-related uses of interaction analytics (IA) and a growing number of enterprise-wide use cases, as these solutions become more effective at capturing, identifying, and delivering actionable insights into the customer and employee experience.

Contact Center 48

Contact Center Artificial Intelligence AI Actionable Insights 48

Hodusoft

FEBRUARY 6, 2024

HoduSoft Ready to Shine at IT EXPO 2024: Showcasing its Powerful Communication Solutions Over the past few years, the communication landscape has undergone major transformations, driven by advanced technologies, changing customer expectations, and an increase in digital platforms. Ask for a Free demo!

Omnichannel 52

Omnichannel Social Media Artificial Intelligence Contact Center 52

Hodusoft

JANUARY 3, 2024

Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. So, let’s dive right in and know more about the technology in detail. CCaaS is the acronym for Contact Center as a Service. What is CCaaS?

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

DMG Consulting

APRIL 19, 2023

The Report examines the business, market, and technology trends and challenges confronting enterprise leaders in light of increasingly complex operating environments, rising customer and workforce expectations, and a turbulent economy. The Report analyzes WFM market activity and provides 5-year projections.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Innovation 48

Execs In The Know

MAY 23, 2024

May 23, 2024 — Global customer experience (CX) industry leader Execs In The Know has partnered with COPC, the global leader in the training and certification of the COPC CX Standard , to present a comprehensive 2.5-day Moreover, the program will delve into CX technology sourcing, acquisition, and vendor management. PHOENIX, Ariz.,

AI 52

AI CX Innovation Contact Center 52

Hodusoft

MAY 29, 2024

Its HoduCC call and contact center software has earned recognition for its auto dialer feature across three prestigious platforms. The company helps businesses choose the right software and its Category Leaders represent the cream of the crop in various software categories, including contact center software solutions.

Contact Center 52

Contact Center CRM Construction Innovation 52

DMG Consulting

APRIL 8, 2024

Real-Time Adaptive Intraday Management Saves the Day April 2024 Workforce management (WFM) solutions are changing for the better. Vendors are delivering enhancements and innovations with the potential to greatly improve the effectiveness of many aspects of these applications. See Figure X.

Contact Center 62

Contact Center Artificial Intelligence Engineering Innovation 62

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.

AI 48

AI Contact Center ML Artificial Intelligence 48

Experience Investigators

JANUARY 30, 2024

Discover how this innovation could transform the checkout experience, tackle theft, and what it means for customer engagement. This isn’t just a conversation about technology; it’s about humanizing the automated, ensuring accuracy, and strategically mapping the customer journey to adapt to this new frontier.

CX 52

CX Government Manufacturing CX Transformation 52

Steven Van Belleghem

NOVEMBER 28, 2023

Just think how this could change the game for all your customer facing teams if they are augmented with this technology. One of the most exciting events of early 2024 will without any doubt be the launch of Apple’s Vision Pro, a mixed reality (Apple calls it “spatial reality”) device capable of both virtual and augmented reality experiences.

CX 62

CX Customer Experience Entertainment Gaming 62

VOZIQ

NOVEMBER 20, 2023

Through our best-of-customer intelligence series, we unravel the wisdom distilled from the best minds on the internet, offering a roadmap for subscription businesses to become the trailblazers of change and innovation. November is here, and it’s time for charting the course of goal setting and strategic planning for 2024.

Predictive Analytics 52

Predictive Analytics Customer Retention AI Social Media 52

Zendesk

JANUARY 25, 2024

What is an AI call center? An artificial intelligence (AI) call center is a customer service operation that uses AI technologies to manage customer inquiries, interactions, and tasks across voice and digital channels. AI in contact centers even accelerates agent onboarding, reducing costly training time.

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

MattsenKumar

JUNE 6, 2021

In 2021, call centers stand at a unique juncture; from here, it is either all gloomy or all jovial. Call centers can bank upon the nascent opportunities by identifying the right call center technology trends and build robust processes around them. Call Center Technology Trends. Omnichannel Expertise .

Technology 52

Technology Technology E-commerce Artificial Intelligence 52

1 to 1

JANUARY 25, 2024

That was the main theme at the National Retail Federation (NRF) “Big Show ,” which recently brought thousands of retailers, technology companies, and customer experience experts together over four days at New York City’s Javits Center. It’s not whether you have AI, it’s how you use it. The topic of AI was everywhere. Tractor Supply Co.,

Retail 26

Retail AI Artificial Intelligence Contact Center 26

Steven Van Belleghem

MAY 19, 2020

Here are the components of the contact center of the future: A Hybrid Model. Usage of smart technology. Contact centres are not “safe” from that at all. Thanks to all contact center experts for sharing their expertise and wisdom. José Teunissen, Projectleader Innovation Implementation @ bol.com.

Contact Center 52

Contact Center Start-ups E-commerce Innovation 52

DMG Consulting

JUNE 1, 2022

Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services , today released its 2022 – 2023 AI-Enabled Self-Service for the Enterprise report.

AI 48

AI Contact Center Artificial Intelligence Innovation 48

DMG Consulting

APRIL 13, 2022

Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . Background: DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2022 – 2023 Workforce Management for the Enterprise report.

Artificial Intelligence 48

Artificial Intelligence Contact Center Predictive Analytics Innovation 48

Zendesk

MARCH 24, 2023

In a rapidly changing world, technology holds the key to everything, from increasing efficiency and boosting productivity to enhancing sustainability and driving growth. The same can be said for operations where technology has the potential to be a powerful ally in helping businesses become leaner and less subject to volatility.

Manufacturing 98

Manufacturing AI Machine Learning Healthcare 98

DMG Consulting

APRIL 15, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG’s 13 th annual report on the contact center workforce management (WFM) sector delivers a comprehensive analysis of the vendors, products, pricing and best practices for this IT sector.

Contact Center 62

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 62

Uniphore

JANUARY 25, 2022

As we’ve seen with other innovations, the more familiar people become with the technology, the more they expect to see it. As more companies incorporate emotion AI into their customer journey, customer comfort with, and subsequent demand for, the technology grows. Every Company will be a Technology Company.

AI 130

AI Artificial Intelligence Healthcare Legal 130

DMG Consulting

MARCH 11, 2021

Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . Background: DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2021 – 2022 Workforce Management Product and Market Report.

Contact Center 59

Contact Center Innovation Technology Technology 59

DMG Consulting

JUNE 30, 2021

Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2021-2022 Robotic Process Automation Product and Market Report.

Contact Center 59

Contact Center Artificial Intelligence AI Technology 59

DMG Consulting

AUGUST 16, 2022

The leading IVA solutions are already generations ahead of most IVRs, but the innovations keep coming. Given the large number of complaints about the poor quality of service delivered by live agents today and the increasing scale of inquiries coming into organizations, these innovations are a welcome opportunity for the market.

Contact Center 48

Contact Center Artificial Intelligence AI ML 48

DMG Consulting

AUGUST 3, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The Report focuses on contact center and service-related uses of interaction (speech and text) analytics. When: Today, 23 July 2020.

Text Analytics 62

Text Analytics Contact Center Innovation Sales 62

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

Execs In The Know

APRIL 25, 2024

billion by the end of 2024 and expected to grow to $1.3 Bloomberg 2023 ] The supply is also the highest it’s ever been, with around 67,200 AI companies recorded in 2024, more than doubling since 2017. Forbes 2023 ] On the other hand, the demand is the highest it’s ever been with the Generative AI market size expected to reach $66.62

AI 52

AI CXM Engineering Business Operations 52

Lumoa

APRIL 28, 2024

More than 80% of business leaders see customer experience as a growing priority in 2024. Medallia expanded its capabilities with its acquisition of Mindful , the global leader in contact center callback technology in 2022. 78% of customers have backed out of a purchase due to a poor customer experience (CX).

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Execs In The Know

JANUARY 10, 2024

There’s always a gap between the development and adoption of new technologies, and AI is no different. Teams are expected to seamlessly leverage various innovative tools to improve customer experiences. Zendesk will be joining us at the Execs In The Know Customer Response Response Summit (CRS) on March 12-15, 2024.

AI 52

AI CX Sentiment Analysis Touchpoint 52

1 to 1

MARCH 7, 2024

Humanizing AI was a dominant theme at last week’s Mobile World Congress in Barcelona, where an estimated 93,000 attendees soaked up insights from brilliant leaders like DeepMind Founder and Google’s head of AI Demis Hassabis, along with all kinds of curious technology innovations. 23, 2024, New York Times “Hard Fork” podcast.

AI 26

AI Contact Center Innovation Technology 26