Zendesk

SEPTEMBER 5, 2023

Businesses are delivering on these expectations by embracing omnichannel technology—the integration of communication channels into a single interface. What is an omnichannel contact center? Traditional contact centers operate in separate channels that run the risk of creating information silos.

Contact Center 52

Contact Center Omnichannel Social Media AI 52

DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. By Donna Fluss. who interact with them.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

Myra Golden Media

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. But how can they achieve this? Learn more about Customer Service Master Class.

Contact Center 62

Contact Center Predictive Analytics Artificial Intelligence CRM 62

Callminer

OCTOBER 22, 2019

Outsourcing a major part of your business is never an easy decision, but operating a contact center requires a significant investment in technology and staffing. For some companies, outsourcing call center services makes sense, while others are better served by keeping call center functions in-house.

Contact Center 203

Contact Center Healthcare AI Sales 203

DMG Consulting

APRIL 4, 2022

But as recently as five years ago, AI was not really a thing in most IT sectors, including contact center technology. The inclusion of AI technology in contact center and customer experience (CX) solutions is driving the most rapid pace of innovation, improvement, and change ever experienced in the service sector.

AI 48

AI Artificial Intelligence Contact Center Predictive Analytics 48

Lumoa

APRIL 28, 2024

Medallia expanded its capabilities with its acquisition of Mindful , the global leader in contact center callback technology in 2022. Medallia integrates with a wide range of data sources such as CRM systems, social media, contact centers and many more.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

DMG Consulting

AUGUST 9, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. This Report covers all aspects of this emerging IT sector, which is building momentum because of its compelling business benefits for enterprises, contact centers and customers.

Text Analytics 48

Text Analytics Contact Center Predictive Analytics Machine Learning 48