DMG Consulting

MAY 8, 2023

This positioned vendors to invest heavily in their solutions (particularly during the first six months of the year) and deliver a great deal of innovation to the market. The investments are primarily in the following categories: artificial intelligence (AI), automation, analytics, and user interface/user experience (UI/UX).

Artificial Intelligence 62

Artificial Intelligence Contact Center Outlook AI 62

DMG Consulting

AUGUST 17, 2017

These 8 Technologies Are Transforming the Contact Center. Advancements in artificial intelligence (AI), machine learning, Big Data analytics, and mobility are all driving contact center innovation. For most of its 30-year existence, this technology has not fully delivered the goods. Monthly DMG Newsletter.

Contact Center 69

Contact Center Technology Technology Machine Learning 69

Execs In The Know

APRIL 26, 2023

Through this process, business leaders can identify the obstacles that are preventing their businesses from growing and thriving and develop innovative solutions to overcome them. So, if you’re a business leader who wants to stay ahead of the game, it’s time to start embracing the transformative power of change.

CX 98

CX Innovation Artificial Intelligence Gaming 98

Intercom, Inc.

DECEMBER 31, 2019

He suggested that “we are in the middle of a dramatic and broad technological and economic shift in which software companies are poised to take over large swathes of the economy.”. Here, we trace some of the biggest trends and stories in technology over the past decade, and try to find a narrative to make sense of it all.

Entertainment 259

Entertainment Gaming Artificial Intelligence Technology 259

Execs In The Know

JUNE 7, 2023

With advancements in technology and changing customer expectations, the landscape has shifted, giving rise to innovative outsourcing solutions that prioritize personalized, seamless, and meaningful customer experiences. In an era where customers hold the power, their experience with a brand can make or break its success. Let’s dive in.

CX 85

CX Compliance Artificial Intelligence AI 85

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. Process is as Important as the KM Solution.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Innovation 48

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. In the past two to three years, RPA technology has leapfrogged DA and desktop process automation (DPA).

Innovation 67

Innovation Contact Center Machine Learning Artificial Intelligence 67

DMG Consulting

MARCH 1, 2020

What makes this so strange is that the quality of the IVR applications offered by many enterprises has not improved substantially in the past five to 10 years, even as the underlying technology has been greatly enhanced. And IVA technology is the way to get there. Like what you’re reading? Sign up for DMG’s free monthly newsletter.

Artificial Intelligence 87

Artificial Intelligence Contact Center AI Engineering 87

Zendesk

JANUARY 25, 2024

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. Thankfully, implementing AI technology with call center software makes delivering an exceptional customer experience easy.

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

Execs In The Know

JANUARY 8, 2023

Which technologies and tools will help your teams get more efficient and provide that ease of use for the customer without spending more? It’s about journey mapping and equipping workforces with the skill sets to think about how they can constantly have a culture of innovation and solid collaboration for an engaged partnership.

Artificial Intelligence 87

Artificial Intelligence Technology Technology Engineering 87

Ameyo Callversations

FEBRUARY 22, 2022

Artificial intelligence (AI), also called machine learning, has hugely impacted the digital world. AI is based on the process of mimicking the human intelligence process by the creation of algorithms into the computer process. This is where artificial intelligence comes in. Role of AI in Customer Service.

AI 52

AI Artificial Intelligence Machine Learning CX 52

DMG Consulting

AUGUST 31, 2018

These and many other technological and social innovations have been enabled by mega trends that include big data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart-device” generation), the gig economy, and of course, the cloud.

Contact Center 91

Contact Center AI Artificial Intelligence Social Media 91

Customer Experience Matrix

JANUARY 3, 2021

Rather, I’m looking at the most interesting frontiers of tech innovation: self-driving vehicles, green energy, and biosciences top my list. Almost overnight, fulfillment has gone from a boring cost center to a realm of intensive competition, innovation, and even a bit of heroism. This shift has substantial implications for martech. -

Artificial Intelligence 82

Artificial Intelligence Innovation Gaming Technology 82

Neosperience

SEPTEMBER 1, 2022

At the same time, this close intersection between art and technology raises several questions. The first version of Dall-E, which was launched in January 2021 and remained the prerogative of a small number of professionals in the field, was a real revolution for this type of generative model, surpassing the innovations of GPT-3 itself.

AI 52

AI E-commerce Artificial Intelligence Gaming 52

Fonolo

JUNE 14, 2018

2018 is game time. It’s time to reboot your customer experience game. Here is the reality: A poor (or even worse, unmemorable) customer experience (CX) has led to a resounding “Game Over” for many businesses in the last few years. In the CX game, similar principles apply. And: It’s time for you to win.

CX 90

CX Gaming Artificial Intelligence Social Media 90

DMG Consulting

OCTOBER 16, 2018

2018 is the most exciting year in decades for the WFM market, with developments in innovation, interest and investment. Vendors are delivering innovation in the form of better user interfaces (UIs) that offer a much-improved experience without sacrificing function. Innovation. What’s New with Workforce Management?

Contact Center 83

Contact Center Artificial Intelligence Machine Learning Innovation 83

Intercom, Inc.

SEPTEMBER 9, 2022

In the past five years, we’ve seen neural network technology really take off into its own. The tech landscape is changing, the business applications are (potentially) game-changing, and, spoiler alert, Fergal very much believes the hype. It’s all about artificial intelligence and machine learning. Paul, how are you?

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Hodusoft

DECEMBER 6, 2023

In substance, dynamic scripting represents an innovative vault forward, aligning call center practices with the customer-centric morality of the current period. Offering complete training ensures that agents feel confident using dynamic scripting technology and comprehend how it simplifies their tasks.

CRM 59

CRM Machine Learning Customer Satisfaction Gaming 59

Neosperience

FEBRUARY 6, 2020

Before I start telling you about the Nestore European project, to which we have dedicated some of our best resources in the last year, we would like to draw the lines of the technological and methodological innovations that are emerging in both public and private health sectors. Future innovations, however, do not stop there.

Artificial Intelligence 52

Artificial Intelligence Innovation Machine Learning Healthcare 52

DMG Consulting

MARCH 31, 2022

DMG estimates that more than 90 percent of the self-service solutions in use today are outdated and need a complete overhaul of their technology, functionality, and user experience. Many of these voice-based self-service solutions were built more than 10 or 15 years ago, when the technology was limited. & Solving the Problem.

Machine Learning 54

Machine Learning Artificial Intelligence Omnichannel ML 54

Steven Van Belleghem

MAY 9, 2021

There’s the example of him hosting a game of trivia on a flight, announcing that the winners would receive flight vouchers and giving away a dozen tickets. They for instance use artificial intelligence and facial recognition to verify both the drivers as well as the passengers to make the experience safe for the both of them.

Customer Experience 104

Customer Experience Artificial Intelligence Social Media Finance 104

Execs In The Know

MAY 4, 2023

Their eye-catching designs, innovative features, commitment to safety, and boundless fun factor create an experience that is second to none. It’s been a game changer because it has allowed us to build trust with both our customers and our team members. The technology we have is great but we are continuing to get more sophisticated.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

DMG Consulting

MARCH 10, 2023

Fortunately, many innovations that have been under development during the past few years are ready to be rolled out and are positioned to help contact center managers achieve their departmental and corporate objectives. Intelligent virtual assistants. Gamification.

Contact Center 48

Contact Center Artificial Intelligence Actionable Insights CX 48

DMG Consulting

JUNE 11, 2019

The Report provides an in-depth analysis of these artificial intelligence (AI)-enabled solutions, which are playing an increasingly influential role in the digital transformation and future of service organizations. It provides the game-changing innovation that is opening doors to unlimited new possibilities in many fields.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Machine Learning 48

ProProfs

MAY 7, 2019

We need technology in every classroom and in every student and teacher’s hand, because it is the pen and paper of our time, and it is the lens through which we experience most of our world – David Warlick. Innovation in technology has led to major advancements in the education industry. Let us find out!

Education 58

Education Artificial Intelligence Gaming Technology 58

Zendesk

APRIL 3, 2023

Invest in artificial intelligence (AI) AI is omnipresent in the retail world, and for good reason. Invest in endless aisles An endless aisle is an innovative solution that blurs the lines between in-store and online shopping. Customers use live chat to get real-time recommendations on which wine to choose: cabernet or rosé?

Retail 98

Retail Social Media Artificial Intelligence Omnichannel 98

DMG Consulting

APRIL 20, 2020

Learn about the future of contact center WFM and how artificial intelligence (AI), automation and analytics are being used to enhance these solutions. During this webinar I am going to discuss major innovations like enhanced mobility capabilities and how the processing power of the cloud, is a game-changer for WFM.

Contact Center 48

Contact Center Artificial Intelligence Transportation Gaming 48

SugarCRM

SEPTEMBER 22, 2022

A shared customer relationship management ( CRM ) data platform and business intelligence system fuels the actionable insights that sales, marketing, and service teams need to act decisively at every critical touchpoint throughout the customer journey. Step 4: Make Technology Easier to Use.

Artificial Intelligence 26

Artificial Intelligence Customer Experience CRM Actionable Insights 26

DMG Consulting

MAY 16, 2019

Automation and artificial intelligence (AI) are allowing companies to re-imagine and re-invest in all aspects of their businesses, including their employees. unemployment rate reflects the great value of robotic process automation (RPA) in driving productivity improvements and innovation, which increases the need for workers.

Contact Center 76

Contact Center Machine Learning Artificial Intelligence Technology 76

Transcosmos

MARCH 12, 2019

Artificial intelligence has come a long way since the early days when it first appeared as a storytelling device in works of fiction. This gave rise to the popularity of thought-capable artificial beings, inspiring innovators to make this unique concept possible.

AI 52

AI Customer Service Artificial Intelligence Construction 52

SugarCRM

DECEMBER 19, 2023

Artificial intelligence and generative AI have the potential to revolutionize CRM systems, and businesses of all sizes and industries should pay attention. When joined with the predictive prowess of forecasting, both AI-infused technologies can anticipate and foresee a customer’s desires and actions and deliver on them.

CRM 26

CRM Artificial Intelligence AI Sales 26

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. 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.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

DMG Consulting

AUGUST 3, 2018

Robotic process automation is bringing great value to the market, driving productivity improvements and innovation. Automation and artificial intelligence (AI) are changing how companies operate, allowing them to re-imagine and re-invest in all aspects of their business.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Innovation 48

ProProfs

FEBRUARY 15, 2022

Focus On Research, Exploration, & Innovation. Innovative & Revolutionary Solutions. Games-Based Learning. Best-In-Class Technology. They include eLearning designers, project managers, head of learning technology, and multimedia developers. Innovative Solutions. Partner in Digital Transformation.

Non-Profits 52

Non-Profits Start-ups Innovation Artificial Intelligence 52

Steven Van Belleghem

DECEMBER 6, 2021

We see more and more marketers adopting NFT (Non fungible tokens) technology to connect to their customers to drive engagement, loyalty and more. Their new frame of reference is the last best experience, regardless of company, industry, region, technology, etc. In the former social media era (Web 2.0) Not in retail?

CX 123

CX Customer Experience Non-Profits Social Media 123

1 to 1

OCTOBER 23, 2020

At the recent Forrester Data Strategy & Insights 2020 virtual conference, analysts described a future where people and technology work together to bring out their best capabilities. Artificial intelligence takes in information and is widely exposed to the biases around it. Level up your data game.

AI 26

AI CX Artificial Intelligence Gaming 26

SugarCRM

OCTOBER 11, 2022

It’s a game changer for sales teams looking for ways to increase efficiency and gain a competitive edge without investing in extra sales staff or resources. Yet, only one in four companies are currently taking advantage of this technology and automating at least one sales process. What is Sales Automation Software?

Sales 26

Sales Artificial Intelligence Sentiment Analysis Social Media 26