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

DMG Consulting

SEPTEMBER 29, 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 Interaction Analytics for the Enterprise report.

Contact Center 48

Contact Center Text Analytics Outlook Actionable Insights 48

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

Lumoa

JUNE 23, 2021

In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers. According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022.

Contact Center 83

Contact Center Artificial Intelligence Omnichannel Machine Learning 83

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

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

Execs In The Know

OCTOBER 6, 2022

trillion in 2025. Today, most companies still communicate with their customers using traditional tools and processes from over 20 years ago — by investing in complex contact center operations primarily focused on voice calls. Extended shopping seasons can put a strain on an already struggling contact center.

Retail 52

Retail E-commerce Contact Center Social Media 52

CSAT.AI

AUGUST 21, 2019

These issues are common in the call center and contact center sector. How do we go about disrupting inequality in contact centers, and beyond? Innovation and leadership don’t come from head down rule following, but from challenge and disruption. Negative Perception of Contact Center Work and Harassment.

Contact Center 52

Contact Center Sentiment Analysis Education Compliance 52

MattsenKumar

JUNE 6, 2021

While inbound contact centers must implement omnichannel expertise to offer first call resolution, outbound centers can leverage it to generate qualified leads with minimum effort. The drive was worth $50 Billion in 2020 and is likely to exceed the $138 Billion mark by 2025. The centers have evolved in every instance.

Technology 52

Technology Technology E-commerce Artificial Intelligence 52

Comm100

NOVEMBER 23, 2022

Vendors across the globe are making significant innovations to their products by integrating technologies such as AI and NLP to cater to customer needs and market requirements.” – Mordor Intelligence LLP . The past few years have squeezed many organizations, forcing customer service teams to make do with limited resources.

Customer Service 86

Customer Service Omnichannel CRM Contact Center 86

CSAT.AI

AUGUST 7, 2019

In an earlier blog we proposed the differing views on how AI wil l aff ect the contact center in the future. As Forrester’s recent “Light on the Horizon: The State of Customer Experience Quality” acknowledges, every innovation has a pivot point. billion by 2025.”. It states CX appears to be near this tipping point.

AI 52

AI CX Sentiment Analysis Contact Center 52

Ameyo Callversations

JULY 18, 2022

Simply put, Cloud computing is one of the most innovative uses of technology to leverage the internet that reserves and preserves data on remote servers and access it wherever required. As per Markets and Markets , it is estimated that by 2025 it will rise to a staggering $832.1 What is Cloud Computing? Public Cloud. Read More: ??

Finance 52

Finance Government Contact Center Customer Acquisition 52

Ameyo Callversations

JANUARY 12, 2022

As the world is becoming more technological and digital with the changing dynamics in the contact center industry, Interacting with the customers has been wholly revolutionized. Incorporating innovative technologies in businesses brings out many new features and tools to boost the company’s overall communication skills.

AI 52

AI Sales Contact Center Artificial Intelligence 52

1 to 1

JULY 29, 2022

By 2025, smart workflows and seamless interactions among humans and machines will be as standard as the corporate balance sheet, and most employees will use data to optimize nearly every aspect of their work, predicts McKinsey & Company. “By

Manufacturing 29

Manufacturing Artificial Intelligence Predictive Analytics Contact Center 29