DMG Consulting

JULY 5, 2020

Question: How does speech analytics perform trend analysis? Answer: Trend analysis in interaction (speech and text) analytics solutions provides deeper insights than word count frequency. Isn’t it just counting how often words are used?

Artificial Intelligence 77

Artificial Intelligence Text Analytics Machine Learning Start-ups 77

DMG Consulting

OCTOBER 8, 2019

Question: I’ve heard of speech analytics to analyze phone calls; what’s used for the new digital channels? Answer: Interaction analytics (IA), which combines speech and text analytics capabilities, enables enterprises to gain insights from both voice and digital channels.

Artificial Intelligence 92

Artificial Intelligence Text Analytics Contact Center Technology 92

DMG Consulting

FEBRUARY 8, 2024

DMG’s primary research findings reveal that global business and contact center leaders plan to invest in artificial intelligence (AI) and automation technologies; and they are focused on enhancing the CX, improving productivity, and reducing operating expenses. Are contact centers investing in AI?

Contact Center 48

Contact Center Technology Technology AI 48

DMG Consulting

NOVEMBER 30, 2023

When it comes to contact center systems and applications, no topic is generating more buzz and excitement than artificial intelligence. Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics.

AI 48

AI CX Contact Center Artificial Intelligence 48

Fonolo

NOVEMBER 11, 2022

Cheaper data processing and storage capabilities are fueling artificial intelligence, natural language processing and machine learning — which means companies can now distill customer understanding drawn from millions of data points.

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

DMG Consulting

MAY 26, 2020

Additionally, two workforce optimization (WFO) applications to pay particular attention to are workforce management (WFM), and interaction analytics (IA). These solutions are flexible and adaptable, and are typically mobile-enabled so agents don’t need to be on-site to readily receive updates and alerts, or to self-manage their schedules.

Contact Center 48

Contact Center Technology Technology Artificial Intelligence 48

DMG Consulting

MAY 5, 2020

Speech and text analytics solutions, collectively known as interaction analytics (IA), provide a comprehensive, unfiltered view of all activity that occurs between customers and an organization.

CX 96

CX Artificial Intelligence Contact Center Touchpoint 96

SurveySensum

DECEMBER 29, 2023

This holistic aggregation of data, facilitated by robust text analytics software , empowers healthcare providers to discern intricate patterns and glean meaningful trends within the vast reservoir of patient feedback. Ethics and Governance of Artificial Intelligence for Health. Nature, 577(7788), 89–94. Endres, M.

Healthcare 52

Healthcare Artificial Intelligence Text Analytics Innovation 52

Lumoa

APRIL 13, 2020

With the modern technologies available today, such as speech-to-text and artificial intelligence (AI) it’s possible to automatically generate insights from calls, Interactive Voice Response (IVR) surveys, and post-call surveys. This can be done using voice-to-text analytics, also known as speech-to-text analytics.

Text Analytics 83

Text Analytics Artificial Intelligence Machine Learning Social Media 83

DMG Consulting

FEBRUARY 25, 2019

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. The future of this process is analytics-enabled QM (AQM).

AI 48

AI Text Analytics Predictive Analytics Machine Learning 48

DMG Consulting

MARCH 11, 2022

Companies are striving to strike a healthy balance between their investments in digital transformation, self-service, artificial intelligence (AI), automation and analytics. Analytics-enabled quality management and cloud-based contact center systems and applications tied for third place (27.1%).

Contact Center 71

Contact Center Customer Experience Artificial Intelligence Text Analytics 71

DMG Consulting

JULY 16, 2019

In the future, artificial intelligence (AI) will be used to automatically evaluate interactions and to identify new and emerging trends and opportunities. There are many reasons why AQM is substantially better than the traditional method of performing QM: It can automatically review up to 100% of calls and text-based communications.

Text Analytics 69

Text Analytics Contact Center Artificial Intelligence Social Media 69

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. AI AND INTERACTION ANALYTICS.

Text Analytics 54

Text Analytics Contact Center Artificial Intelligence Machine Learning 54

DMG Consulting

FEBRUARY 15, 2018

Given consumers’ changing attitudes toward self-service and the arrival of more accurate speech recognition, it’s the right time for companies to update their self-service strategies by upgrading their IVRs, and that means embracing intelligent virtual agents (IVAs).

Artificial Intelligence 54

Artificial Intelligence Machine Learning Text Analytics Predictive Analytics 54

PeopleMetrics

JANUARY 24, 2022

Over the past few years, I have noticed 3 key trends that have shaped the work we do going forward: Massive investments in Artificial Intelligence (AI) – from text analytics to automated service recovery, the CX industry has embraced AI. But first, a quick perspective on the CX industry.

CX 90

CX B2B Artificial Intelligence Text Analytics 90

DMG Consulting

MARCH 1, 2019

The market’s transformation will be driven in particular by robotic process automation (RPA) and artificial intelligence (AI). ANALYTICS, AI, AND RPA. The intelligence provided by interaction analytics (IA) is critical for organizations to discern the nuances in customer interactions.

AI 84

AI Artificial Intelligence Contact Center Machine Learning 84

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

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. The real-time transition is underway. AI and Automation Pave the Way for Improvements. Automation initiatives are priorities in most industries.

Contact Center 74

Contact Center AI Predictive Analytics Data Mining 74

DMG Consulting

NOVEMBER 14, 2020

Taking over dominance of the market is a new generation of artificial intelligence (AI)-enabled, digital-first contact center servicing solutions. 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

APRIL 15, 2020

The focus of much of the investment in service today is artificial intelligence (AI) and automation initiatives. Companies are making long-overdue improvements to their technology and pushing forward with innovative uses for automation throughout the enterprise.

Outlook 62

Outlook Contact Center Artificial Intelligence Text Analytics 62

SurveySensum

NOVEMBER 8, 2023

CX automation involves leveraging technologies such as AI (artificial intelligence) and RPA (robotic process automation) to automate customer support and marketing campaigns, collect and analyze customer feedback, and personalize customer experience. In this blog, we are going to explore the hot topic of CX automation from A to Z.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

DMG Consulting

JANUARY 30, 2024

DMG expects to see this trend continue, particularly now that the inclusion of artificial intelligence (AI) is influencing many technology acquisitions. Generative AI boosts the ability of interaction (speech and text) analytics (IA) to identify customer trends and needs, positioning companies to be more responsive.

AI 48

AI Contact Center Artificial Intelligence CRM 48

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.

Artificial Intelligence 48

Artificial Intelligence Contact Center Text Analytics Predictive Analytics 48

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Think about it.

Customer Experience 83

Customer Experience CX Net Promoter Score Unstructured Data 83

DMG Consulting

APRIL 15, 2020

The Report explores the impact of trends such as the digital transformation, the gig economy, artificial intelligence (AI) enablement, automation and the hybrid workforce on the WFM market. Today’s WFM solutions are evolving to keep pace with the changing business world.

Predictive Analytics 62

Predictive Analytics Contact Center Machine Learning Artificial Intelligence 62

SurveySensum

NOVEMBER 11, 2021

Text Analytics. Leveraging the potential of machine learning, Text analysis helps you identify top customer complaints from thousands of the feedback. Text Analytics. Text Analytics and Machine Learning. Analytics Solutions. Best features. Data Management. Best features. Risk Scoring.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

Execs In The Know

MAY 4, 2023

We haven’t explored all the beautiful capabilities artificial intelligence (AI) and text analytics have to offer, yet. Our number one goal is to show up for them in an accessible way. 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

SurveySensum

DECEMBER 2, 2021

SurveySensum is an Artificial Intelligence-based NPS survey tool. Text analytics. SurveySensum enables the power of text analytics that will help you unearth hidden meanings from textual data. Going beyond the Net Promoter Score Industry Benchmarks: How can SurveySensum help?

Net Promoter Score 52

Net Promoter Score NPS Text Analytics Hospitality 52

DMG Consulting

JULY 19, 2017

Artificial intelligence-based IVAs, also known as “bots,” “chatbots,” “virtual assistants,” “virtual agents,” and a wide variety of other synonyms, use artificial intelligence (AI), machine learning and other technologies to produce highly innovative and exciting self-service capabilities for enterprises and their customers.

Artificial Intelligence 48

Artificial Intelligence Contact Center Text Analytics Machine Learning 48

DMG Consulting

DECEMBER 10, 2019

WFO applications are supporting new channels and are incorporating artificial intelligence (AI) to increase the opportunities for smarter and more sophisticated automation.” .

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Innovation 48

DMG Consulting

OCTOBER 18, 2017

The next step for speech analytics is to enter the world of data science. In the future, artificial intelligence (AI) will be used to enhance the ability of speech analytics to identify issues and recommend ways to address them. To order your copy of the Report, visit www.dmgconsult.com.

Text Analytics 48

Text Analytics Contact Center Artificial Intelligence Structured Data 48

Callminer

JULY 15, 2019

Wednesday, July 24th Artificial Intelligence and Machine Learning. Wednesday, July 24th Artificial Intelligence. On day 2, we have artificial intelligence and related technology taking center stage. Artificial intelligence is a hot topic as well as a fast-growing industry. Billion in 2022.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

DMG Consulting

JUNE 12, 2019

Artificial intelligence (AI) is driving the performance of innovative functionality such as omni-channel capabilities, full-featured analytics suites, real-time adaptive scheduling and adherence for WFM, attended and unattended RPA, and feature-rich CCPM applications.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Innovation 48

DMG Consulting

OCTOBER 17, 2019

“Companies are encouraged to build Centers of Excellence (CoEs) and training programs to improve and extend the usefulness of their organizations’ human capital in this age of artificial intelligence.”. RPA vendors are facing extraordinary demand for their products and support services.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

CallCare

NOVEMBER 23, 2021

Artificial intelligence (AI) is one of the most popular subjects in the customer service contact centre right now. Traditional surveys are the most straightforward approach to get tangible client input, and speech and text analytics are perfect for understanding emotions.

Artificial Intelligence 52

Artificial Intelligence Text Analytics AI Machine Learning 52

DMG Consulting

SEPTEMBER 26, 2018

Innovation in the speech analytics (SA) market is reinvigorating this highly valuable sector. There is renewed interest in these solutions, which are incorporating artificial intelligence (AI) and machine learning to keep speech analytics up-to-date with the digital transformation.

Contact Center 48

Contact Center Machine Learning Artificial Intelligence Text Analytics 48

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.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48