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

SugarCRM

APRIL 21, 2022

For example, the use of a centralized CRM solution to capture and process details has become critically important given the significant increase in work-from-home (WFH) arrangements. But using aspects of artificial intelligence (AI) or machine learning (ML) to augment workers’ knowledge can help prioritize workload focus.

CRM 29

CRM B2C Sentiment Analysis Artificial Intelligence 29

DMG Consulting

OCTOBER 13, 2020

A second major area is the use of machine learning (ML) (supervised, semi-supervised, and unsupervised) to increase the effectiveness and value of these applications. DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in unified communications, contact centers, back-office and real-time analytics.

ML 87

ML Machine Learning Artificial Intelligence AI 87

Hodusoft

AUGUST 30, 2022

Companies, especially the call/contact centers, sales and service teams, and many others are reorganizing and updating their communication strategies to stay competitive. CCaaS is the short form of Contact Center as a Service. In this blog, we will get a detailed insight into all these three cloud-based technologies.

Contact Center 52

Contact Center Social Media ML Technology 52

VOZIQ

NOVEMBER 14, 2023

Start by integrating data from various systems, including the CRM system, usage logs, customer satisfaction metrics and interactions. In tandem, assess the operations of contact centers and marketing channels. It’s crucial, as it sets the stage for the subsequent actions leading to sustained growth.

AI 40

AI Net Promoter Score Predictive Analytics Artificial Intelligence 40

DMG Consulting

MARCH 31, 2022

Executives have known this for years and have started to make investments in their service organizations and contact centers to improve the CX, particularly if the investment has a quantifiable payback.

Machine Learning 54

Machine Learning Artificial Intelligence Omnichannel ML 54

Hodusoft

AUGUST 9, 2021

EasyFive Reasons Why E-commerce Players Need Social Media Contact Center Software. Many e-Commerce players using Social Media Contact Center Software for better CX. How do omnichannel customer contact centers benefit e-commerce players? Greater customer expectations at par with e-commerce retail giants.

E-commerce 105

E-commerce Social Media Contact Center Omnichannel 105

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

VOZIQ

MARCH 11, 2024

Integrate predictions at various customer touchpoints to proactively address their needs The frontline staff, including contact center agents, field service professionals, technicians, and service representatives, play a pivotal role in any enterprise as they serve as the initial point of contact with customers.

Contact Center 40

Contact Center ML Predictive Analytics AI 40

Intercom, Inc.

MARCH 29, 2022

Now, I can’t cover everything that we define as next-generation in Intercom, but things like dense UI, designing for power users, fast action switching, dark mode, no-code, usage of AI/ML, designing for multiplayer experiences, this is all what your products will look like in the future if they don’t already today.

Start-ups 118

Start-ups Innovation Sales NPS 118