DMG Consulting

FEBRUARY 12, 2019

Automation and artificial intelligence (AI) are changing the way companies operate, allowing businesses to re-imagine many aspects of their operations, including their employees. Internally, interaction analytics allows a company to monitor service quality from the customer’s perspective. The real-time transition is underway.

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DMG Consulting

APRIL 16, 2019

We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner. Artificial intelligence (AI) is seeing rapid adoption across industries. AI IS THE HEADLINER FOR 2019.

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Callminer

AUGUST 6, 2019

New analytics tools also help businesses data-mine social media for signs of potential customer issues before phones start ringing. Speech/text analytics. Now, systems are emerging that can analyze audio data to detect anger, frustration and other emotions in callers’ vocal tones.

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