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. By Donna Fluss. who interact with them.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

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.

Contact Center 67

Contact Center Artificial Intelligence Text Analytics AI 67

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

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

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 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. 11/30/2017. When: Today, 30 November 2017. This represents only 11.4%

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Machine Learning 48

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 Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics.

Predictive Analytics 62

Predictive Analytics Contact Center Machine Learning Artificial Intelligence 62

DMG Consulting

MARCH 1, 2019

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. Contact center WFO revenue grew substantially, from $695 million in the first half of 2017 to $863.6

AI 84

AI Artificial Intelligence Contact Center Machine Learning 84

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

MARCH 9, 2020

Artificial intelligence, machine learning and predictive analytics ushering in a new era of servicing. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.

Artificial Intelligence 48

Artificial Intelligence Contact Center Text Analytics Predictive Analytics 48

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

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

DMG Consulting

JULY 19, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. When: Today, 19 July 2017. Where: Available at the DMG Consulting online store.

Artificial Intelligence 48

Artificial Intelligence Contact Center Text Analytics Machine Learning 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. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. When: Today, 23 May 2019. Where: Available at the DMG Consulting online store.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Machine Learning 48

DMG Consulting

SEPTEMBER 26, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 13th annual Speech Analytics Product and Market Report. Innovation in the speech analytics (SA) market is reinvigorating this highly valuable sector.

Contact Center 48

Contact Center Machine Learning Artificial Intelligence Text Analytics 48

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

AUGUST 3, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Robotic process automation is bringing great value to the market, driving productivity improvements and innovation. When: Today, 1 August 2018.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Innovation 48

DMG Consulting

JANUARY 17, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG’s 14 th annual report on this resilient sector explores the products, innovation, and market trends and challenges that are changing the face of WFO.

Contact Center 48

Contact Center Non-Profits Artificial Intelligence Text Analytics 48

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics 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. When: Today, 22 August 2017.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Machine Learning 48

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics 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. When: Today, 22 August 2017.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Machine Learning 48

DMG Consulting

MAY 7, 2018

A market revitalized; driven by digital transformation and growing interest in artificial intelligence. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 12 March 2018.

Artificial Intelligence 48

Artificial Intelligence Contact Center Text Analytics AI 48

SurveySensum

JULY 20, 2023

Analyzing this feedback using powerful text analytics , they discovered important insights. The issues could be – declining product or service quality, lack of innovation or outdated offerings, unfavorable customer service experiences, or uncompetitive pricing compared to alternatives. So, what did they do?

Retail 52

Retail Customer Feedback CX Social Media 52

VOZIQ

MARCH 19, 2021

Artificial Intelligence for Predictive Customer Retention? The CUSTOMER Product of the Year Award is an annual recognition that highlights innovative, high-quality products that have enabled companies to exceed customer expectations and thereby driving revenues. . TMC , a global, integrated media company, has named?

Machine Learning 52

Machine Learning Artificial Intelligence Text Analytics Retail 52

VOZIQ

MARCH 19, 2021

Artificial Intelligence for Predictive Customer Retention? The CUSTOMER Product of the Year Award is an annual recognition that highlights innovative, high-quality products that have enabled companies to exceed customer expectations and thereby driving revenues. . TMC , a global, integrated media company, has named?

Machine Learning 52

Machine Learning Artificial Intelligence Text Analytics Retail 52