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AI, Automation and Analytics Drive Vast Improvements in Contact Centers

DMG Consulting

FEBRUARY 12, 2019

Interaction analytics, comprised of speech and text analytics, allows organizations to listen to customers and prospects across voice and digital channels to obtain a comprehensive understanding of their experience. Internally, interaction analytics allows a company to monitor service quality from the customer’s perspective.

Contact Center 74
Contact Center AI Predictive Analytics Data Mining 74
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Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner.

Contact Center 48
Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48
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