DMG Consulting

JANUARY 3, 2024

Welcome to the 2024 Contact Center 2024 is starting off against a backdrop that includes an uncertain economy, massive technology innovation, and a workforce with changing expectations. Fueled by AI and automation, the pace of innovation and change in contact centers is accelerating. Happy New Year!

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Contact Center Artificial Intelligence AI Social Media 48

DMG Consulting

NOVEMBER 8, 2023

2024: The Year for Contact Center AI November, 2023 2024 is fast approaching, and contact center executives and leaders are trying to figure out how to incorporate artificial intelligence (AI) into their operations. Decision-makers are considering many factors, including: Is it safe to use AI?

Contact Center 48

Contact Center AI Artificial Intelligence Compliance 48

DMG Consulting

MARCH 27, 2024

AI is key to modifying and enhancing WFM solutions to enable them to properly address the needs of advanced contact centers and other operating environments that handle voice and digital synchronous and asynchronous interactions. The Report analyzes WFM market activity and provides 5-year projections.

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Contact Center Artificial Intelligence Innovation AI 59

DMG Consulting

MARCH 8, 2024

AI and the Contact Center Staffing Challenge March 2024 It’s challenging and costly to hire, train, and onboard new contact center agents, and it’s often more difficult to retain them. Contact centers have always had an employee attrition problem because it’s a tough, underappreciated, and generally underpaid job.

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Contact Center AI Artificial Intelligence Real Estate 48

DMG Consulting

JULY 15, 2024

Need Help with a Contact Center RFP? July 2024 DMG produces the only in-depth technology product and market reports designed to help contact center and IT leaders select the right systems, applications, and partners. The post Need Help with a Contact Center RFP? appeared first on DMG Consulting.

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Contact Center Artificial Intelligence AI Technology 48

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

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Contact Center Artificial Intelligence AI Actionable Insights 59

DMG Consulting

JUNE 6, 2024

The Importance of Contact Center Data for AI Initiatives June 2024 Contact centers are a great source of customer-centric data, as most of what is done for customers and prospects is captured and recorded by one or more of the department’s systems or applications. The fuel or enabler for AI initiatives is data.

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Contact Center AI Artificial Intelligence Omnichannel 48

Uniphore

JANUARY 25, 2022

However, in artificial intelligence (AI), the feeling is anything but cautious. Writing for The Wall Street Journal , technology columnist Christopher Mims observed, “we’ve entered a period of upheaval, driven by connectivity, artificial intelligence and automation.” Conversational AI Expands Beyond the Contact Center.

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AI Artificial Intelligence Healthcare Legal 130

DMG Consulting

SEPTEMBER 6, 2024

The report provides a comprehensive analysis of the dynamic and accelerating conversational artificial intelligence (CAI) sector. The report provides a comprehensive analysis of the dynamic and accelerating conversational artificial intelligence (CAI) sector.

AI 48

AI Contact Center Artificial Intelligence Innovation 48

DMG Consulting

JULY 15, 2024

A Practical Approach to GenAI in the Contact Center View this article on the publisher’s website July 2, 2024 Artificial intelligence (AI), particularly generative AI (genAI), is changing the contact center and customer service landscape for the better.

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Contact Center Artificial Intelligence Construction AI 48

DMG Consulting

APRIL 19, 2023

It also explores how new artificial intelligence (AI)-based technology continues to vastly improve the accuracy, flexibility, and usability of WFM solutions and revolutionize contact center staffing paradigms. Both groups aim to deliver a new and more effective generation of WFM solutions.

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Artificial Intelligence Contact Center AI Innovation 48

DMG Consulting

AUGUST 10, 2023

This edition of the Report focuses on contact center and service-related uses of interaction analytics (IA) and a growing number of enterprise-wide use cases, as these solutions become more effective at capturing, identifying, and delivering actionable insights into the customer and employee experience.

Contact Center 48

Contact Center Artificial Intelligence Actionable Insights AI 48

DMG Consulting

SEPTEMBER 12, 2023

It has taken close to 20 years, but the convergence of the processing power of the cloud, interaction analytics (IA), artificial intelligence (AI) technologies, and a shift in what agents are empowered to do for customers is finally making the concept of real-time contact centers a reality.

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Contact Center Artificial Intelligence AI Customer Relationship Management 48

Hodusoft

MAY 10, 2024

A Comprehensive Guide to Virtual Call Center and Contact Centers Even though virtual call centers and contact centers have been around for quite some time, they have gained widespread popularity in the last four to five years only. What Are Virtual Call Centers and Contact Centers?

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

Hodusoft

FEBRUARY 6, 2024

HoduSoft Ready to Shine at IT EXPO 2024: Showcasing its Powerful Communication Solutions Over the past few years, the communication landscape has undergone major transformations, driven by advanced technologies, changing customer expectations, and an increase in digital platforms. Ask for a Free demo!

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Omnichannel Social Media Artificial Intelligence Contact Center 52

DMG Consulting

SEPTEMBER 6, 2024

Conversational AI Competitive Landscape September 2024 The conversational artificial intelligence (CAI) market is already crowded, with over 100 established platform and/or customer self-service competitors and more entering the sector. Includes Five9, Genesys, and Verint.

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AI Artificial Intelligence Contact Center CRM 62

DMG Consulting

APRIL 8, 2024

Real-Time Adaptive Intraday Management Saves the Day April 2024 Workforce management (WFM) solutions are changing for the better. Clearly, something must change for contact centers to cost-effectively meet their service level commitments while not forcing employees to constantly change their personal schedules without advance notice.

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Contact Center Artificial Intelligence Engineering Innovation 62

Zendesk

JANUARY 25, 2024

What is an AI call center? An artificial intelligence (AI) call center is a customer service operation that uses AI technologies to manage customer inquiries, interactions, and tasks across voice and digital channels. AI in call centers enhances customer satisfaction by helping teams offer faster support.

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

DMG Consulting

APRIL 15, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG’s 13 th annual report on the contact center workforce management (WFM) sector delivers a comprehensive analysis of the vendors, products, pricing and best practices for this IT sector.

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Contact Center Predictive Analytics Machine Learning Artificial Intelligence 62

Execs In The Know

FEBRUARY 7, 2024

” The idea of a talking, decision-making artificial intelligence like KITT wasn’t just cool; it felt like a peek into the future. Cobots Applied to Customer Care So how does all of this connect to AI and automation for contact centers? Guest post written by Jeff Fettes, Founder and CEO of Laivly.

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Artificial Intelligence Customer Experience Transportation Contact Center 52

DMG Consulting

JUNE 3, 2024

The artificial intelligence (AI) revolution is upon us, getting more established and picking up momentum every passing day. Artificial intelligence is changing the business landscape and having a major impact on contact centers and all customer experience-related functions.

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AI CX Artificial Intelligence Contact Center 48

DMG Consulting

OCTOBER 7, 2024

GenAI: Reaping the Benefits and Navigating the Challenges View this article on the publisher’s website We’re now well past the midway point for 2024, and it’s clear that artificial intelligence (AI), particularly generative AI (genAI), is solidifying its role as an essential contact center technology.

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Contact Center Artificial Intelligence AI Innovation 48

DMG Consulting

JUNE 30, 2021

Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2021-2022 Robotic Process Automation Product and Market Report.

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Contact Center Artificial Intelligence AI Technology 59

DMG Consulting

DECEMBER 4, 2023

At the same time, generative artificial intelligence (AI) captured the world’s attention, the cloud kept growing, technology improved, and companies made real efforts to enhance the customer experience (CX) and, to a lesser degree, the employee experience (EX). 2024 is going to be the year of AI and automation for the CX world.

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AI Customer Experience Artificial Intelligence Contact Center 48

DMG Consulting

APRIL 13, 2022

Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . Background: DMG Consulting LLC , a leading provider of contact center and back-office market research and consulting services, today released its 2022 – 2023 Workforce Management for the Enterprise report.

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Artificial Intelligence Contact Center Predictive Analytics Innovation 48

Steven Van Belleghem

MAY 19, 2020

Here are the components of the contact center of the future: A Hybrid Model. The future of contact centres will definitely be hybrid (a mix between virtual and real-life contact) and augmented (human capacities being augmented by technology, allowing them to be more human themselves in relevant situations).

Contact Center 52

Contact Center Start-ups E-commerce Innovation 52

Shep Hyken

APRIL 8, 2022

This week, we feature an article by Nikhil Pereira is a Contact Center expert with 20 years of end-to-end contact center expertise. He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management.

Retail 72

Retail Customer Experience Contact Center Omnichannel 72

MattsenKumar

JUNE 6, 2021

While inbound contact centers must implement omnichannel expertise to offer first call resolution, outbound centers can leverage it to generate qualified leads with minimum effort. How adopting cloud infrastructure help a contact center? With CDNs centers located in one country can cater to a global audience.

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Technology Technology E-commerce Artificial Intelligence 52

VOZIQ

APRIL 15, 2024

VOZIQ AI’s AI Center of Excellence (ACE) to work as an extension of the Hawx team to manage the AI solution, improve the retention metrics and grow business value by improving customer lifetime value. Deploying a contact-center agent UI that displays customer risk and revenue opportunities.

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AI Customer Loyalty Artificial Intelligence Machine Learning 52

SurveySensum

NOVEMBER 9, 2023

If you want to elevate CX in 2024, you need to build a customer-centric culture and properly manage your employees. The customer needs to reach out to your contact center. Thankfully, artificial intelligence has made it possible for companies to automate and streamline just about every communication with the customer.

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CX Customer Experience AI Artificial Intelligence 52

DMG Consulting

MAY 15, 2024

Fixing WFM May 2024 The world and workforce have changed, and it’s time for companies to update their workforce management (WFM) solutions and best practices to better meet the expectations of today’s employees, especially Millennials and the rapidly up-and-coming Gen Z. This is particularly important for employees who work from home.

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Contact Center Artificial Intelligence Sales 48

Execs In The Know

JANUARY 23, 2024

Using Technology to Support Workers – Not Replace Them At the same time the surge in artificial intelligence (AI) capabilities has inspired both optimism and trepidation among technology industry leaders. Contact centers generate vast amounts of data, making them ideal candidates for AI’s data-centric problem-solving approach.

AI 52

AI Artificial Intelligence Contact Center Transportation 52

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. But this is just the start of many innovations being introduced into the WFM market.

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AI Contact Center ML Artificial Intelligence 48

DMG Consulting

OCTOBER 17, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting’s third report on robotic process automation (RPA) focuses on contact center, back-office and enterprise uses of this technology. When: Today, 3 October 2019.

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Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

DMG Consulting

JUNE 1, 2022

Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services , today released its 2022 – 2023 AI-Enabled Self-Service for the Enterprise report.

AI 48

AI Contact Center Artificial Intelligence Innovation 48

DMG Consulting

AUGUST 16, 2022

The market is experiencing a major shift from the self-service systems of old—touch-tone-based or speech-enabled interactive voice response systems (IVRs)—to the new generation of conversational artificial intelligence (AI)-based IVAs. IVAs Are Not Just a Contact Center Solution. Like what you’re reading?

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Contact Center Artificial Intelligence AI ML 48

1 to 1

FEBRUARY 13, 2024

If 2023 was a year of revelation, zeal, and anything-is-possible hopes for artificial intelligence’s potential, 2024 is shaping up as a year of action. This mindset highlights the need to balance AI deployment with humans, to use AI as an enabler that helps contact center associates perform better and improve the experience.

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AI Construction Contact Center Artificial Intelligence 26