DMG Consulting

JUNE 25, 2021

Real-time speech analytics, also known as conversation analytics, is going to be essential for enterprises, not just their contact centers, within the next 5 – 10 years. Read more in our recent post, Current Status of Speech (and Text) Analytics.

Text Analytics 59

Text Analytics Machine Learning Contact Center Gaming 59

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

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. 11/30/2017. When: Today, 30 November 2017. This represents only 11.4%

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Machine Learning 48

DMG Consulting

APRIL 15, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Predictive analytics is already helping companies make better hiring decisions and reduce agent churn. When: Today, 8 April 2020.

Predictive Analytics 62

Predictive Analytics Contact Center Machine Learning Artificial Intelligence 62

DMG Consulting

MAY 5, 2020

During the past few months, we’ve published a series of newsletter blogs, columns and white papers to help executives and contact center leaders manage through the coronavirus pandemic. Learn more at www.dmgconsult.com. Using IA and CJA to Improve CX. Subscribe to the Free DMG Newsletter. First Name * Last Name Email Address *.

CX 96

CX Artificial Intelligence Contact Center Touchpoint 96

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

Customer Service Life

MARCH 15, 2019

Do terms like NLP and Machine Learning mean anything to you? Machine Learning. The second important concept in this mix is Machine Learning. This is the process of training or conditioning machines to respond accurately. Here’s an example from the text analytics world. Conclusions.

AI 63

AI Machine Learning CX Net Promoter Score 63

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. THE NEXT ACT FOR SPEECH ANALYTICS.

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Text Analytics Contact Center Artificial Intelligence Machine Learning 54

DMG Consulting

MARCH 1, 2019

percent compared to the first half of 2017, and excellent for the contact center segment, which grew by 24.2 However, a significantly larger increase was experienced in the contact center WFO segment. Contact center WFO revenue grew substantially, from $695 million in the first half of 2017 to $863.6

AI 84

AI Artificial Intelligence Contact Center Machine Learning 84

VOZIQ

APRIL 21, 2022

This information includes customer data captured from contact center agent notes, surveys, emails, chats, and web forms. Now consider this – your contact center agents document all their customer interactions in text format. Unstructured text data helps you minimize this possibility.

Unstructured Data 52

Unstructured Data Contact Center Text Analytics Customer Retention 52

DMG Consulting

FEBRUARY 15, 2018

Despite vendor claims, IVAs are not fully artificial intelligence–enabled, but they do use natural language understanding (NLU) and machine learning to offer a new generation of conversational concierge-type service. And IVAs will use machine learning to continuously improve their accuracy and effectiveness over time.

Artificial Intelligence 54

Artificial Intelligence Machine Learning Text Analytics Predictive Analytics 54

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

Lumoa

APRIL 28, 2024

Medallia expanded its capabilities with its acquisition of Mindful , the global leader in contact center callback technology in 2022. Its omnichannel text analytics feature comes with Natural Language Processing and is supported by AI (more about this in the next segment).

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

DMG Consulting

SEPTEMBER 26, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 13th annual Speech Analytics Product and Market Report. When: Today, 26 September 2018. Where: Available at the DMG Consulting online store.

Contact Center 48

Contact Center Machine Learning Artificial Intelligence Text Analytics 48

DMG Consulting

OCTOBER 17, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting’s third report on robotic process automation (RPA) focuses on contact center, back-office and enterprise uses of this technology.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 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. Where: Available at the DMG Consulting online store.

Artificial Intelligence 48

Artificial Intelligence Contact Center Text Analytics Predictive Analytics 48

DMG Consulting

OCTOBER 18, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 12th annual Speech Analytics Product and Market Report. The next step for speech analytics is to enter the world of data science.

Text Analytics 48

Text Analytics Contact Center Artificial Intelligence Structured Data 48

DMG Consulting

JUNE 11, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Machine Learning 48

DMG Consulting

JULY 19, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG covers emerging contact center trends and IT sectors that are likely to have a lasting impact on the market. When: Today, 19 July 2017.

Artificial Intelligence 48

Artificial Intelligence Contact Center Text Analytics Machine Learning 48

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 22 August 2017.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Machine Learning 48

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 22 August 2017.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Machine Learning 48

DMG Consulting

JANUARY 17, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Current WFO solutions address the diverse needs of the enterprise, including contact centers, the back office and, increasingly, other business functions.

Contact Center 48

Contact Center Non-Profits Artificial Intelligence Text Analytics 48

Callminer

APRIL 20, 2018

Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. Each contact center has its own priorities and goals, each of which is influenced by customer expectations.

Contact Center 186

Contact Center Customer Experience Machine Learning Sentiment Analysis 186

Callminer

JULY 15, 2019

We are mirroring these events broadcast in US and UK friendly time zones, like a 3-day long concert, with themes each day highlighting: Tuesday, July 23rd Agent Performance and Contact Center Efficiency. Wednesday, July 24th Artificial Intelligence and Machine Learning. Thursday, July 25th Customer Experience.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

Hodusoft

NOVEMBER 13, 2019

So, in the case of contact center software, you have good things to look forward to in 2020. Still, these trends point to making life easier for contact centers and helping them to serve customers better and faster. We can expect it to gain even more ground as call centers based around WebRTC become more popular.

Contact Center 40

Contact Center Social Media Artificial Intelligence Text Analytics 40

VOZIQ

JULY 18, 2022

Use contact center agent notes to analyze the questions and issues customers are voicing throughout their lifecycle. You can leverage AI and machine learning to convert these insights into large-scale retention actions and drive profitability through proactive and personalized engagement. Leverage AI and machine learning.

Machine Learning 40

Machine Learning Text Analytics Customer Retention Contact Center 40

VOZIQ

JULY 18, 2022

Use contact center agent notes to analyze the questions and issues customers are voicing throughout their lifecycle. You can leverage AI and machine learning to convert these insights into large-scale retention actions and drive profitability through proactive and personalized engagement. Leverage AI and machine learning.

Machine Learning 40

Machine Learning Text Analytics Customer Retention Contact Center 40

SurveySensum

JULY 20, 2023

Analyzing this feedback using powerful text analytics , they discovered important insights. Tools like Text Analytics can do this in minutes and will give you top trends and sentiments from thousands of customer feedback. Retailers can automate contact centers and warehouses, enabling quicker and more efficient service.

Retail 52

Retail Customer Feedback CX Social Media 52

Qualtrics

MARCH 6, 2019

But now, the technology exists to apply text analytics and machine learning to make sense of all that X-Data in those conversations. It means we now have the tech to turn a contact center from a cost to a key driver of the CX, taking advantage of the close proximity of customers to employees to improve the experience.

CX 24

CX Customer Experience Social Media Text Analytics 24

VOZIQ

MARCH 19, 2021

VOZIQ’s product is powered by more than 10 proprietary machine learning algorithms and advanced text analytics technolog y. These algorithms analyze multi-structured databases for multiple attributes and assign scores to every customer daily on multiple health indicators.

Machine Learning 52

Machine Learning Artificial Intelligence Text Analytics Retail 52

VOZIQ

MARCH 19, 2021

VOZIQ’s product is powered by more than 10 proprietary machine learning algorithms and advanced text analytics technolog y. These algorithms analyze multi-structured databases for multiple attributes and assign scores to every customer daily on multiple health indicators.

Machine Learning 52

Machine Learning Artificial Intelligence Text Analytics Retail 52