DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. It gives companies access into what customers are “talking” (or writing) about and, specifically, insights into their needs and wants. Product Innovation. Broader Use Cases for IA.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

DMG Consulting

JANUARY 24, 2023

The newer real-time IA applications analyze interactions as they are taking place and use the findings to generate actionable alerts or recommendations to managers, supervisors, and/or agents, to bring their attention to situations that require immediate remediation.

Contact Center 62

Contact Center Sentiment Analysis Text Analytics Omnichannel 62

DMG Consulting

JUNE 13, 2017

The contact center workforce optimization (WFO) market is in transition. Companies large and small need WFO applications to optimize employee performance and to capture and analyze customer insights. The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM).

Contact Center 48

Contact Center Text Analytics Outlook VOC 48