DMG Consulting

OCTOBER 17, 2019

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2019-2020 Robotic Process Automation Product and Market Report. Where: Available at the DMG Consulting online store. OnviSource is covered at a high level.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

Zendesk

OCTOBER 5, 2022

We saw that at the onset of the pandemic in 2020. Analytics and KPI dashboards can also help you track agent performance and identify issues before they start to impact service quality, and predictive analytics can be used to drive proactive support. Customers’ needs and preferences are continuously changing.

Innovation 98

Innovation CX Omnichannel Predictive Analytics 98

Execs In The Know

JUNE 9, 2023

Although this number is up from 57% in 2021, it is still down substantially from 2020 when 71% of organizations had deployed (or planned to deploy) AI. By analyzing vast amounts of data, AI algorithms can predict customer behavior, preferences, and needs.

AI 52

AI Predictive Analytics Artificial Intelligence Sentiment Analysis 52

Aquire

OCTOBER 19, 2021

Predictive analytics. Helps you predict future customer behavior. Example: In the fall of 2020, purchases of product X are expected to decline). Prescriptive analytics. Helps you understand the “why” behind customer behavior. Example: 50 percent of customers think product X is not what they expected).

Social Media 97

Social Media Net Promoter Score NPS Omnichannel 97

VOZIQ

JUNE 8, 2022

In early 2022, the company deployed the best of breed predictive analytics to analyze its customer base of millions. It helped divide customers by risk category, and understand and predict their behavior. Brinks Home went from 18% attrition in 2020 to 14.3% It turned out to be a huge success.

Machine Learning 40

Machine Learning AI Predictive Analytics Customer Retention 40

DMG Consulting

SEPTEMBER 26, 2018

There is renewed interest in these solutions, which are incorporating artificial intelligence (AI) and machine learning to keep speech analytics up-to-date with the digital transformation. These advancements are fueling interest in speech analytics and accelerating sales of new and replacement solutions.

Contact Center 48

Contact Center Machine Learning Artificial Intelligence Text Analytics 48

DMG Consulting

MARCH 31, 2019

in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. DMG remains bullish on this IT market, particularly now that some larger contact centers are either moving to the cloud, albeit not all of their seats at once, or considering a move. DMG expects the CBCCI market to grow at a minimum rate of of 22.5%

Contact Center 48

Contact Center Machine Learning Text Analytics Predictive Analytics 48

Steven Van Belleghem

FEBRUARY 10, 2020

No surprise that at CES 2020, Delta Air Lines announced it would be collaborating with IBM to explore how quantum computing could transform experiences for customers and employees. Creating convenience. Quantum computing is, in other words, perfect for streamlining processes and helping to make the customer experience flawless.

Customer Experience 52

Customer Experience Machine Learning Pharmaceutical Artificial Intelligence 52

InteractionMetrics

MARCH 20, 2025

It also includes predictive analytics that spots customers at risk of leaving and identifies upsell opportunities. Notable for industry-specific agility, it powers public sector digital services and telecom CX hubs, using predictive analytics to slash response times by 30%. Basic reporting is so 2020.

CX 52

CX Social Media Contact Center AI 52

Qualtrics

NOVEMBER 18, 2020

The most important lesson every leader needs to take from 2020 is that if you’re not taking action you’re getting left behind. It was these insights that inspired the company to start developing an ecommerce strategy in 2019 - something that was quickly accelerated when Australia went into lockdown at the beginning of 2020.

Predictive Analytics 32

Predictive Analytics Machine Learning Contact Center Start-ups 32

SugarCRM

JUNE 30, 2021

In 2020, like so many others, we pivoted our annual customer event series, SugarConnected, to a digital format. Apart from all the innovations and acquisitions made throughout 2020, we also shared our new commitment that helps customers remove busywork, roadblocks, and blind spots from their day-to-day. So, how did we manage it?

Artificial Intelligence 29

Artificial Intelligence CRM Predictive Analytics AI 29

VOZIQ

APRIL 4, 2022

According to a Harvard Business Review report published in 2020, 72% of the respondents surveyed said front-line empowerment resulted in increased productivity for their organization, leading to higher profitability. Long waiting time on calls and getting routed from one agent to another can only augment this problem.

Contact Center 40

Contact Center Customer Retention Predictive Analytics Customer Acquisition 40

CX Journey

MARCH 7, 2019

Research states: By 2020, customer experience will overtake price and product as the key brand differentiator. The predictive analytics capability enables agents to deliver high-quality problem solving from first contact. Customer experience has become pivotal to growth and profitability strategies of businesses worldwide.

Customer Experience 42

Customer Experience Social Media Omnichannel Artificial Intelligence 42

Lumoa

MARCH 20, 2018

According to Accenture , 85% of customer interactions will be managed with AI by 2020. Both groups of technologies can be utilized to make analytics more actionable. artificial intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

SurveySensum

JANUARY 26, 2022

With the advent of the ‘new’ normal, more customers are beginning to use a brand new support channel (online channels) as of 2020, and the number is predicted to increase in the coming years. You can even give a customized experience for customers using machine learning and predictive analytics.

Customer Experience 59

Customer Experience Contact Center Machine Learning Omnichannel 59

Hodusoft

FEBRUARY 29, 2024

Security Concerns After 2020, cyberattacks on MSPs have increased leaps and bounds, reports suggest. A revolutionary call center should employ predictive analytics, monitoring tools, and proactive outreach to identify and resolve potential issues before they impact the customer.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance Technology 52

CX Journey

MARCH 7, 2019

Research states: By 2020, customer experience will overtake price and product as the key brand differentiator. The predictive analytics capability enables agents to deliver high-quality problem solving from first contact. Customer experience has become pivotal to growth and profitability strategies of businesses worldwide.

Customer Experience 32

Customer Experience Social Media Omnichannel Artificial Intelligence 32

Ameyo Callversations

APRIL 21, 2022

In 2020, we witnessed paradigm change in different avenues of our life. They can also use predictive analytics to provide proactive customer service that anticipates needs before the customers themselves even realize them. In addition, they can also help to improve service levels and quality metrics.

Contact Center 52

Contact Center Technology Technology Unstructured Data 52

1 to 1

JULY 29, 2022

According to IDC analysts, businesses were estimated to have spent $215 billion in 2021 on big data and business analytics solutions, a 10% increase over 2020. Businesses can capture a wider range of audiences if they work on putting a more personal touch side by side with automation and predictive analytics today,” Lee says.

Manufacturing 29

Manufacturing Artificial Intelligence Contact Center Retail 29

Qualtrics

JANUARY 10, 2020

Gartner has predicted that 25% of customer service interactions will involve virtual assistants by 2020. Predictive analytics. Virtual customer service is already huge, and is only likely to grow in popularity as customers become more familiar with it.

Technology 28

Technology Technology Customer Experience Omnichannel 28

Qualtrics

JUNE 1, 2021

Taking insights from 119 global business leaders with high brand experience management maturity and 144 with lower maturity, the October 2020 Forrester Consulting study, The State Of Brand Experience Management , has revealed deeper insights into the financial and reputational benefits of building a strong brand.

Predictive Analytics 26

Predictive Analytics NPS Customer Loyalty Business Growth 26

Lumoa

MARCH 20, 2018

According to Accenture , 85% of customer interactions will be managed with AI by 2020. Both groups of technologies can be utilized to make analytics more actionable. artificial intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Qualtrics

NOVEMBER 1, 2019

And the industry is following suit, with 91% of employers expected to offer this as part of healthcare packages by 2020. By tracking each element in this complex ecosystem of voices, we can create a surround sound of feedback and use statistical and predictive analytics to help organizations draw conclusions and insights.

Healthcare 20

Healthcare Predictive Analytics Hospitality Hospitality 20