DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. Product Innovation. This is being helped along by the increased adoption of digital channels, which is opening up new opportunities by expanding the uses and contributions of IA.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

Lumoa

MAY 16, 2024

We’re tackling a complex yet crucial topic in machine learning and AI development. To make this intricate subject easy to understand for everyone, whether you’re an expert in the field or just starting to get curious. It’s an innovative approach that’s changing the game in data science and AI development.

Machine Learning 83

Machine Learning ML Engineering Text Analytics 83

Fonolo

NOVEMBER 11, 2022

C all center agents drive sales growth, create happy customers, and gather data that’s essential to innovation — and this is the year we think they’ll be recognized and rewarded for it. These factors add up to a new industry focus on keeping agents engaged , healthy and happy. IVR and Self-Service Step Up . Let’s dig in! .

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

Lumoa

APRIL 28, 2024

The pressure is rising for businesses to step up their CX game. Medallia is known for its robust analytics and reporting capabilities, providing in-depth insights into customer feedback and trends. The company started out as a survey tool for academics and has grown into a multi-product feedback software.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

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. AI AND INTERACTION ANALYTICS.

Text Analytics 54

Text Analytics Contact Center Artificial Intelligence Machine Learning 54

DMG Consulting

MARCH 1, 2019

The first half of 2018 was strong for the workforce optimization (WFO) market in general, up 6.4 Total company revenue for the WFO market in the first half of 2018 was $1.685 billion, up $101.7 million in the same period of 2018, up $168.5 Calabrio’s contact center WFO revenue was estimated to have grown rapidly, up $17.3

AI 84

AI Artificial Intelligence Contact Center Machine Learning 84

DMG Consulting

JANUARY 17, 2018

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2017 – 2018 Workforce Optimization Product and Market Report. Today’s WFO solutions are transitioning from suites to new-gen platforms.

Contact Center 48

Contact Center Non-Profits Artificial Intelligence Text Analytics 48