DMG Consulting

FEBRUARY 12, 2019

AI, Automation and Analytics Drive Vast Improvements in Contact Centers. The service economy has undergone many changes, all of which benefit from real-time contact centers, the subject of the book The Real-Time Contact Center , published by Donna Fluss, President of DMG Consulting, 13 years ago.

Contact Center 74

Contact Center AI Predictive Analytics Data Mining 74

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

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. Using IA and CJA to Improve CX. The digital transformation that is underway throughout the world has ushered in a new era of omni-channel service.

CX 96

CX Artificial Intelligence Contact Center Touchpoint 96

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

Lumoa

APRIL 28, 2024

In your CX platform dashboard, you can see how your customers behave across all touchpoints and can personalize your interactions with them based on their behavior and preferences. Medallia expanded its capabilities with its acquisition of Mindful , the global leader in contact center callback technology in 2022.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

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