DMG Consulting

MARCH 10, 2023

5 Applications to Boost Contact Center Performance in a Tough Economy View this article on the publisher’s website. As enterprises tighten budgets due to the troubled economy, contact center leaders are under greater pressure to improve productivity while enhancing the customer experience (CX).

Contact Center 48

Contact Center Artificial Intelligence Actionable Insights CX 48

DMG Consulting

JULY 10, 2022

Aligning People, Process, and Technology: The Key to a Successful Contact Center. CONTACT CENTER executives dedicate a large amount of time and energy to managing their department’s technology, which is necessary, as it enables the delivery of an outstanding customer experience at scale. By Donna Fluss. The Scenario.

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Contact Center Technology Technology Artificial Intelligence 48

DMG Consulting

DECEMBER 7, 2021

Contact Center Transformation: The Next Act. The contact center world is in the early days of a true metamorphosis, one that is going to impact all aspects of these service departments: people, process and technology. It’s Time to Transform. It’s Time to Transform. if they need to escalate to a live agent).

Contact Center 48

Contact Center Artificial Intelligence CRM Customer Relationship 48

DMG Consulting

APRIL 8, 2024

Vendors are delivering enhancements and innovations with the potential to greatly improve the effectiveness of many aspects of these applications. What this means is a historically based forecast should only be considered as a starting point in the scheduling process, with the understanding that volumes and resources are likely to change.

Contact Center 62

Contact Center Artificial Intelligence Engineering Innovation 62

DMG Consulting

AUGUST 17, 2017

These 8 Technologies Are Transforming the Contact Center. Contact Centers are some of the most technically sophisticated operations in the enterprise, putting to use more than 45 systems and applications. Cloud-based contact center infrastructure (ACDs and dialers). August 2017. By Donna Fluss. Self-service.

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Contact Center Technology Technology Machine Learning 69

DMG Consulting

MARCH 1, 2019

Innovation Is What Makes Us Great. A country made up of Native Americans and people from hundreds of lands, each with an opportunity to succeed, regardless of their background. We have the ability to innovate even if it’s only to fail and start over again and again. (And Sign up for DMG’s free monthly newsletter.

Innovation 59

Innovation Artificial Intelligence Machine Learning Social Media 59

Customer Service Life

FEBRUARY 4, 2019

If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation. There are five such areas where I see significant gains for your contact center by upgrading in 2019 if you haven’t already.

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Contact Center Artificial Intelligence Text Analytics AI 67

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. 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.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

DMG Consulting

JANUARY 8, 2018

Apocalyptic Predictions and the Contact Center . Here are some of my favorites from the past few decades: The world is running out of oil – started in the 1970’s. Artificial intelligence (AI) and robots will replace all human workers – today’s “big news,” 2017. All interfaces will be speechified – circa 1990’s.

Contact Center 48

Contact Center Artificial Intelligence Machine Learning Social Media 48

DMG Consulting

JANUARY 30, 2024

Thanks to AI, the CCaaS Sector Comes on Strong View this article on the publishers website The contact center-as-a-service (CCaaS) market continues to thrive despite challenging macroeconomic conditions. percent of contact center seats as of the end of December 2022, a figure expected to have grown to 34.7

AI 48

AI Contact Center Artificial Intelligence CRM 48

DMG Consulting

SEPTEMBER 13, 2022

Driven by customer expectations for a great experience, increased demand for self-service, the need to empower employees throughout the enterprise, and the rise of artificial intelligence (AI), KM solutions are being purchased to meet a wide range of requirements. Selecting the Right KM for your Contact Center.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Innovation 48

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. For example, on average, call center agents spend 10.2

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

DMG Consulting

JUNE 8, 2021

The more advanced IA offerings have expanded their capabilities and benefits far beyond their initial contact center audience but are struggling to demonstrate their value to customer experience (CX) executives who continue to concentrate on marketing and sales functions. Product Innovation. Broader Use Cases for IA.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

Execs In The Know

MARCH 14, 2022

As we move into 2022, contact centers are facing unique challenges that include both tactical and strategic decision making. Contact center leaders must also be thinking about strategic decisions, such as how the contact center is going to evolve or what CX will need to look like in 2022.

Contact Center 98

Contact Center Artificial Intelligence CX Technology 98

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

Uniphore

OCTOBER 5, 2021

As for our customer-facing assets, when contact centers were forced to scale down because of pandemic-induced lockdowns, our array of digital assets (AI-driven bot, mobile app, customer portal, WhatsApp, etc.) We were able to ensure a seamless switch for our customers from contact centers to digital servicing without a glitch.

Contact Center 100

Contact Center Artificial Intelligence AI Government 100

DMG Consulting

JANUARY 4, 2019

Smarter Bots Mean Greater Innovation, Productivity, and Value. Automation and artificial intelligence (AI) are allowing companies to re-imagine and re-invest in all aspects of their businesses, including their employees. Sign up for DMG’s free monthly newsletter. By Donna Fluss. The all-time-low U.S. RPA CATCHES ON.

Innovation 67

Innovation Contact Center Machine Learning Artificial Intelligence 67

Uniphore

JANUARY 25, 2022

After nearly two years of uncertainty and a rough start with Omicron in full swing, the collective attitude toward 2022 might best be described as “cautiously optimistic.” However, in artificial intelligence (AI), the feeling is anything but cautious. And in the tech world, the answer is simple: nowhere to go but up!

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AI Artificial Intelligence Healthcare Legal 130

Steven Van Belleghem

MAY 19, 2020

Here are the components of the contact center of the future: A Hybrid Model. Trust is now more than ever a differentiator in that aspect: those companies that always trusted their employees to work remotely, had a head start, and could thus focus on adapting their customer channels and business model to the changed environment.

Contact Center 52

Contact Center Start-ups E-commerce Innovation 52

DMG Consulting

SEPTEMBER 7, 2023

These applications have always been one of the leading productivity tools in contact centers. AI Continues to Drive Innovation Artificial intelligence continues to make a huge contribution to WFM solutions. These solutions have made a 180-degree turn over the years, but then so has the science and art of WFM.

CX 48

CX Contact Center Real Estate AI 48

Fonolo

SEPTEMBER 4, 2018

You know when you’re listening to a podcast interview and the guest says something and you literally smack your head, pause the podcast, and start tweeting? Mr. Yang was taking up the very important issue of long-term structural unemployment in the face of growing automation. Happened to me last week. Back to the Economic Big Picture.

AI 209

AI Contact Center Start-ups Innovation 209

DMG Consulting

NOVEMBER 1, 2022

Knowledge management (KM) is an essential enabler for contact center (and enterprise) employees, whether they work virtually or in the office. The pandemic proved that agents and other contact center resources can successfully and productively work remotely when they are equipped with the right tools. But no more.

ML 48

ML Artificial Intelligence Outlook Contact Center 48

Execs In The Know

SEPTEMBER 29, 2023

The September Execs in the Know Customer Response Summit held a clear focus: ‘Learn, share, network, and engage to innovate.’ This nexus of artificial intelligence, automated speech recognition, natural language processing, machine learning, and human-in-the-loop offers unparalleled advantages to contact centers.

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

DMG Consulting

MARCH 1, 2019

The first half of 2018 was strong for the workforce optimization (WFO) market in general, up 6.4 percent compared to the first half of 2017, and excellent for the contact center segment, which grew by 24.2 Total company revenue for the WFO market in the first half of 2018 was $1.685 billion, up $101.7 million, a 24.2

AI 84

AI Artificial Intelligence Contact Center Machine Learning 84

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.

Contact Center 48

Contact Center Artificial Intelligence AI ML 48

Zendesk

OCTOBER 29, 2021

Five9 Cloud Contact Center for Sell. Five9 Cloud Contact Center (Sell) is an industry-leading provider of cloud contact center solutions, bringing the power of cloud innovation to more than 2,000 customers worldwide.

E-commerce 98

E-commerce Contact Center Artificial Intelligence Invoicing 98

DMG Consulting

JUNE 11, 2019

Hundreds of vendors around the world have entered the RPA segment, coming from many existing IT sectors such as enterprise resource planning (ERP), customer relationship management (CRM), contact center infrastructure, workforce optimization, as well as dozens of start-ups that want to take advantage of the massive market opportunity.

Artificial Intelligence 80

Artificial Intelligence Machine Learning Contact Center Customer Relationship Management 80

Execs In The Know

MARCH 9, 2023

Our Leaders Learning from Leaders mantra came to life as we tackled topics that provided ideas for navigating CX transformation success, thinking and planning differently in today’s business environment, adoption of innovation across the organization, and so much more.

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

DMG Consulting

DECEMBER 2, 2022

DMG Consulting’s survey of contact center operational and technical goals and investment priorities for 2022 showed that executives are primed to make a series of technology investments to enhance the performance, productivity, and perception of their service organizations. Real-Time Guidance: Help for Agents and Customers.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Start-ups 48

Fonolo

SEPTEMBER 11, 2018

Then consider that there are forces pushing the other way as well, namely: More transactions moving online (ecommerce is still only 10% of total retail); and new categories ramping up (tele-health, education, and government services). Who should attend: VPs & Directors of Contact Centers. On closer look, don’t be fooled.

AI 89

AI Customer Service Contact Center Artificial Intelligence 89

DMG Consulting

DECEMBER 10, 2018

Cloud-based contact center infrastructure (CBCCI) vendors have spent most of the last 20 years playing functional catch-up to the leading on-premise vendors. It’s undeniable that contact center platform vendors are having a highly positive disruptive impact on the pace of innovation in the CBCCI sector.

Contact Center 75

Contact Center Artificial Intelligence CRM Gaming 75

DMG Consulting

SEPTEMBER 17, 2021

Contact centers in particular have been dramatically impacted by the pandemic, as have most, if not all, departments in public and private institutions and organizations. The pandemic, together with the ongoing digital transformation, is yielding many positive changes in contact centers.

Contact Center 48

Contact Center Artificial Intelligence Innovation Technology 48

DMG Consulting

OCTOBER 4, 2018

The knowledge management (KM) market is experiencing a resurgence, driven by the artificial intelligence (AI) revolution. The KM market has changed a great deal in the past few years, with a lot more innovation underway and expected in the near future. Sign up for DMG’s free monthly newsletter. By Donna Fluss.

AI 72

AI Artificial Intelligence Machine Learning Contact Center 72

Hodusoft

MAY 24, 2023

The Future of Call Centers: Predictions and Trends for Call Center Software The year 2023 is a crucial year for tech breakthroughs. The advancements in artificial intelligence (AI), 5G, and quantum computing have altered the digital landscape for good. How can call centers be left behind?

Contact Center 52

Contact Center AI Artificial Intelligence Social Media 52

Callminer

APRIL 20, 2020

Calling upon other organizations for assistance in handling specific functions within your own company, such as call center operations , can prove incredibly useful if done correctly. This article aims to help by rounding up the best tips and resources on the subject for you to keep close at hand. Read on to learn how BPO works.

Legal 286

Legal Artificial Intelligence Engineering Government 286

DMG Consulting

JANUARY 3, 2020

We enter the new decade with great momentum in technological innovation. Start-ups and large enterprises are investing billions in artificial intelligence (AI) and automation-based initiatives that are going to change the way we live our lives and conduct business over the next 10 – 20 years. Vision 2020.

Contact Center 48

Contact Center Artificial Intelligence Outlook Transportation 48

Experience Investigators

JUNE 8, 2021

Many organizations are benefiting from leveraging machine learning and artificial intelligence tools to isolate data points that can help predict next actions and future customer desired outcomes. If you need to start from scratch, get your foundations right: Find out what you can about your customers. If you have data, use it!

Healthcare 98

Healthcare Customer Journey Map CX Artificial Intelligence 98