DMG Consulting

APRIL 15, 2020

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases Future Contact Center Outlook, 2025 – 2040.

Outlook 62

Outlook Contact Center Artificial Intelligence Text Analytics 62

DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. AI IS THE HEADLINER FOR 2019.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

DMG Consulting

SEPTEMBER 29, 2022

Artificial intelligence (AI) is driving a great wave of contact center system and application overhauls and upgrades. In the past three years, AI has progressed from a concept with great potential to a practical set of technologies that are being used to reinvent the underpinnings of every contact center system and application.

Artificial Intelligence 62

Artificial Intelligence CX Contact Center Text Analytics 62

Customer Service Life

FEBRUARY 4, 2019

There are five such areas where I see significant gains for your contact center by upgrading in 2019 if you haven’t already. Slack has revolutionized contact center communication. When it comes to artificial intelligence (AI), self-help is where the biggest difference is being made.

Contact Center 67

Contact Center Artificial Intelligence Text Analytics AI 67

DMG Consulting

MAY 26, 2020

Question: Our contact center agents are working from home due to COVID-19 and many want to make it a permanent move. Answer: Transitioning to contact center as a service (CCaaS) infrastructure solutions will help provide flexibility for “hybrid” in-office/at-home contact centers, which are expected to be part of the new normal.

Contact Center 48

Contact Center Technology Technology Artificial Intelligence 48

DMG Consulting

MARCH 1, 2019

Thanks to AI and RPA, the WFO Market Surges. percent compared to the first half of 2017, and excellent for the contact center segment, which grew by 24.2 However, a significantly larger increase was experienced in the contact center WFO segment. NICE experienced year-over-year contact center WFO growth of $30.4

AI 84

AI Artificial Intelligence Contact Center Machine Learning 84

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. 12/11/2019.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

DMG Consulting

DECEMBER 10, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization. Momentum is strong; AI driving accelerated innovation and change. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Mid-Year Market Share Report.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Innovation 48

DMG Consulting

JUNE 12, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Contact center WFO revenue grew at an even faster rate, 12.1%

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Innovation 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Differentiated and compelling capabilities driving growth.

Contact Center 48

Contact Center Machine Learning Text Analytics Predictive Analytics 48

Lumoa

APRIL 28, 2024

You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. New-gen solutions are the future of this mature sector. million in 2016 to$1,655.3

Contact Center 48

Contact Center Artificial Intelligence Text Analytics AI 48

DMG Consulting

FEBRUARY 25, 2019

Speech Analytics and AI Is a Winning Combination. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. Vendors in most IT sectors claim to provide AI-enabled solutions, and the speech analytics providers are no exception.

AI 48

AI Text Analytics Predictive Analytics Machine Learning 48

DMG Consulting

MARCH 11, 2022

On an annual basis, in the November/December time frame, DMG Consulting (DMG) conducts a worldwide survey of contact center and enterprise executives and managers to identify their top operational and technology investment priorities for the coming year. 2022 Top Contact Center Priorities/Goals. of survey participants.

Contact Center 71

Contact Center Customer Experience Artificial Intelligence Text Analytics 71

1 to 1

JANUARY 18, 2022

Leading contact centers understand that each person and tool has its strengths and weaknesses, and create a better customer experience when combined appropriately. To better understand this, let’s dive into the human and robotic makeup of a modern contact center. What is a contact center associate?

Contact Center 26

Contact Center Text Analytics Customer Satisfaction AI 26

DMG Consulting

MAY 26, 2020

2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. Adoption of cloud-based recording is starting to pick up momentum, as is analytics-enabled quality management (QM). . WFO Trends in 2020.

Predictive Analytics 96

Predictive Analytics Contact Center Artificial Intelligence Text Analytics 96

Customer Service Life

MARCH 15, 2019

Here’s an example from the text analytics world. Contact center agents might also be assisting in this work every time they apply a canned response or macro to a ticket or a chat. I recently wrote an article for ICMI with technology upgrades for contact centers to consider in 2019. Conclusions.

AI 63

AI Machine Learning CX Net Promoter Score 63

DMG Consulting

SEPTEMBER 29, 2022

DMG Consulting Releases 2022 – 2023 Interaction Analytics for the Enterprise Report. Expanded utilization in enterprise-wide activities, applications and AI initiatives. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . When: Today, 21 September 2022.

Contact Center 48

Contact Center Text Analytics Outlook Actionable Insights 48

Experience Investigators

APRIL 23, 2024

By improving the overall customer experience, there is a noticeable reduction in the burden on contact centers, which decreases customer support requests, wait times, and time to resolution. Many leaders are seeing heavy turnover in contact centers, leading to costs around hiring, training, and losing institutional knowledge.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Callminer

AUGUST 6, 2019

.” – Sandie Simms, 12 Questions to Ask When Choosing Contact Centre Software , West UC; Twitter: @West_UC. Know the latest call center trends. Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. Speech/text analytics.

Contact Center 140

Contact Center VOC Social Media AI 140

DMG Consulting

JANUARY 2, 2018

The primary issues are these: Speech analytics is not yet considered a “must-have” application; analytics-enabled quality assurance (AQA) has not caught on; real-time speech analytics has a limited number of use cases; and text analytics continues to struggle to be noticed. THE NEXT ACT FOR SPEECH ANALYTICS.

Text Analytics 54

Text Analytics Contact Center Artificial Intelligence Machine Learning 54

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. What: Releases 2020 – 2021 Workforce Management Product and Market Report. When: Today, 8 April 2020. Where: Available at the DMG Consulting online store.

Predictive Analytics 62

Predictive Analytics Contact Center Machine Learning Artificial Intelligence 62

DMG Consulting

MAY 5, 2020

During the past few months, we’ve published a series of newsletter blogs, columns and white papers to help executives and contact center leaders manage through the coronavirus pandemic. Using IA and CJA to Improve CX. Enterprises are also striving to identify departmental and enterprise trends and challenges.

CX 96

CX Artificial Intelligence Contact Center Touchpoint 96

DMG Consulting

NOVEMBER 14, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Although voice-based support is likely here to stay, it is becoming the contact method of last resort, though still preferred for highly emotional or time-sensitive issues.

Customer Service 62

Customer Service Contact Center Artificial Intelligence Text Analytics 62

DMG Consulting

JULY 16, 2019

The Advantages of Analytics-Enabled Quality Management. For most of the past 40 years, contact centers have performed quality management (QM) the same way. In the future, artificial intelligence (AI) will be used to automatically evaluate interactions and to identify new and emerging trends and opportunities.

Text Analytics 69

Text Analytics Contact Center Artificial Intelligence Social Media 69

VOZIQ

JULY 18, 2022

Use contact center agent notes to analyze the questions and issues customers are voicing throughout their lifecycle. You can leverage AI and machine learning to convert these insights into large-scale retention actions and drive profitability through proactive and personalized engagement. Leverage AI and machine learning.

Machine Learning 40

Machine Learning Text Analytics Customer Retention Contact Center 40

VOZIQ

JULY 18, 2022

Use contact center agent notes to analyze the questions and issues customers are voicing throughout their lifecycle. You can leverage AI and machine learning to convert these insights into large-scale retention actions and drive profitability through proactive and personalized engagement. Leverage AI and machine learning.

Machine Learning 40

Machine Learning Text Analytics Customer Retention Contact Center 40

VOZIQ

APRIL 21, 2022

This information includes customer data captured from contact center agent notes, surveys, emails, chats, and web forms. Now consider this – your contact center agents document all their customer interactions in text format. Unstructured text data helps you minimize this possibility. So, delay no more!

Unstructured Data 52

Unstructured Data Contact Center Text Analytics Customer Retention 52

DMG Consulting

AUGUST 9, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. This Report covers all aspects of this emerging IT sector, which is building momentum because of its compelling business benefits for enterprises, contact centers and customers.

Text Analytics 48

Text Analytics Contact Center Predictive Analytics Machine Learning 48

DMG Consulting

MARCH 9, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Contact center WFO suites have been steadily enhanced and expanded over the past decade, transforming into analytics suites. When: Today, 18 February 2020.

Artificial Intelligence 48

Artificial Intelligence Contact Center Text Analytics Predictive Analytics 48

DMG Consulting

JUNE 11, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. AI is playing an increasingly influential role in today’s world. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. When: Today, 23 May 2019.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Machine Learning 48

DMG Consulting

OCTOBER 17, 2019

Extraordinary demand brings new opportunities for human capital in the age of AI. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. AI-enabled solutions fueling interest and accelerating sales. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Contact Center 48

Contact Center Machine Learning Artificial Intelligence Text Analytics 48

Customer Service Life

AUGUST 26, 2019

Looking back on quarter two, the nonstop movement in the contact center technology space continues. Civet AI presents an interesting blend of voice of customer insight and automated quality monitoring and integrates directly with many ticketing systems.

Technology 74

Technology Technology Text Analytics Contact Center 74

DMG Consulting

OCTOBER 18, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 12th annual Speech Analytics Product and Market Report. The next step for speech analytics is to enter the world of data science.

Text Analytics 48

Text Analytics Contact Center Artificial Intelligence Structured Data 48

DMG Consulting

JULY 31, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Fundamentally, call tracking is software and analytics that are used to capture inbound call activity to determine the effectiveness of online (e.g., and offline (e.g.,

Contact Center 48

Contact Center Text Analytics Social Media Customer Relationship Management 48

Zendesk

FEBRUARY 28, 2022

Calabrio Analytics Integrator (Support) allows you to combine the power of Zendesk and Calabrio Analytics solution for an effortless transfer of data between the two systems and enables intelligent business planning and operations. Transform every customer interaction into usable data and distill that data into key trends.

Invoicing 52

Invoicing Text Analytics Contact Center CRM 52