eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. In 2021 they embraced AI-based speech analytics to analyse every single call in their contact center.

AI 320

AI CX Sentiment Analysis Predictive Analytics 320

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management 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. What: Releases 2020 – 2021 Workforce Management Product and Market Report.

Contact Center 62

Contact Center Machine Learning Predictive Analytics Artificial Intelligence 62

Beyond Philosophy

MAY 12, 2021

Porte says they were hearing from their clients worldwide that 2021 was posing challenges for them. However, beyond that, 82 percent of respondents said that the challenges of managing customer engagement in 2021 were growing. Finally, Porte says that machine learning capabilities are crucial.

Customer Expectations 88

Customer Expectations Machine Learning AI Technology 88

SugarCRM

JULY 15, 2021

Aided by machine learning (ML) and artificial intelligence, innovation is just a creative and “opportunistic” team away. Predictive Analytics: Making the Hard Things Easier. While some businesses are in the market for profits; others are in the market to make a difference.

Innovation 49

Innovation Artificial Intelligence Predictive Analytics ML 49

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. Some of the CBCCI vendors have natively built a foundational AI layer in their platform; others have acquired AI and machine learning capabilities; a majority have partnered with leading AI technology providers such as Amazon Lex, Salesforce Einstein, Google and IBM Watson.

Contact Center 48

Contact Center Machine Learning Text Analytics Predictive Analytics 48

DMG Consulting

OCTOBER 17, 2019

At the same time, vendors are investing in their RPA solutions, increasing the use of AI technologies, especially machine learning, predictive analytics, innovative optical character recognition (OCR), and advanced computer vision capabilities.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48