DMG Consulting

FEBRUARY 12, 2019

AI, Automation and Analytics Drive Vast Improvements in Contact Centers. The service economy has undergone many changes, all of which benefit from real-time contact centers, the subject of the book The Real-Time Contact Center , published by Donna Fluss, President of DMG Consulting, 13 years ago.

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DMG Consulting

FEBRUARY 20, 2025

Contact Center Key Technology Trends for 2025: AI Leads the Charge Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in contact centers. of survey respondents. Workforce management (WFM) came in second place, identified by 40.8%

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DMG Consulting

APRIL 15, 2020

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases Future Contact Center Outlook, 2025 – 2040. About DMG Consulting LLC.

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DMG Consulting

OCTOBER 8, 2019

Question: I’ve heard of speech analytics to analyze phone calls; what’s used for the new digital channels? Answer: Interaction analytics (IA), which combines speech and text analytics capabilities, enables enterprises to gain insights from both voice and digital channels.

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Artificial Intelligence Text Analytics Contact Center Technology 92

DMG Consulting

MAY 5, 2020

During the past few months, we’ve published a series of newsletter blogs, columns and white papers to help executives and contact center leaders manage through the coronavirus pandemic. Using IA and CJA to Improve CX. Enterprises are also striving to identify departmental and enterprise trends and challenges.

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DMG Consulting

MARCH 1, 2019

percent compared to the first half of 2017, and excellent for the contact center segment, which grew by 24.2 However, a significantly larger increase was experienced in the contact center WFO segment. Contact center WFO revenue grew substantially, from $695 million in the first half of 2017 to $863.6

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DMG Consulting

MAY 26, 2020

2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. Adoption of cloud-based recording is starting to pick up momentum, as is analytics-enabled quality management (QM). . WFO Trends in 2020.

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Callminer

AUGUST 6, 2019

.” – Sandie Simms, 12 Questions to Ask When Choosing Contact Centre Software , West UC; Twitter: @West_UC. Know the latest call center trends. Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. Speech/text analytics.

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DMG Consulting

MAY 26, 2020

Question: Our contact center agents are working from home due to COVID-19 and many want to make it a permanent move. Answer: Transitioning to contact center as a service (CCaaS) infrastructure solutions will help provide flexibility for “hybrid” in-office/at-home contact centers, which are expected to be part of the new normal.

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DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. By Donna Fluss. who interact with them.

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DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

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DMG Consulting

JUNE 12, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Contact center WFO revenue grew at an even faster rate, 12.1%

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Hodusoft

NOVEMBER 13, 2019

So, in the case of contact center software, you have good things to look forward to in 2020. Still, these trends point to making life easier for contact centers and helping them to serve customers better and faster. We can expect it to gain even more ground as call centers based around WebRTC become more popular.

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DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. New-gen solutions are the future of this mature sector. million in 2016 to$1,655.3

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DMG Consulting

DECEMBER 10, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report.

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DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. 11/30/2017. When: Today, 30 November 2017. This represents only 11.4%

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DMG Consulting

JULY 16, 2019

The Advantages of Analytics-Enabled Quality Management. For most of the past 40 years, contact centers have performed quality management (QM) the same way. In the future, artificial intelligence (AI) will be used to automatically evaluate interactions and to identify new and emerging trends and opportunities.

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Text Analytics Contact Center Artificial Intelligence Social Media 69

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure 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. 12/11/2019.

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DMG Consulting

MARCH 11, 2022

On an annual basis, in the November/December time frame, DMG Consulting (DMG) conducts a worldwide survey of contact center and enterprise executives and managers to identify their top operational and technology investment priorities for the coming year. 2022 Top Contact Center Priorities/Goals. of survey participants.

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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. THE NEXT ACT FOR SPEECH ANALYTICS.

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Text Analytics Contact Center Artificial Intelligence Machine Learning 54

DMG Consulting

NOVEMBER 14, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Although voice-based support is likely here to stay, it is becoming the contact method of last resort, though still preferred for highly emotional or time-sensitive issues.

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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 Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics.

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DMG Consulting

FEBRUARY 15, 2018

Given consumers’ changing attitudes toward self-service and the arrival of more accurate speech recognition, it’s the right time for companies to update their self-service strategies by upgrading their IVRs, and that means embracing intelligent virtual agents (IVAs).

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DMG Consulting

OCTOBER 7, 2024

The Next Act for WEM The artificial intelligence (AI) buzz continues as these technologies enhance an expanding number of applications, increasing both their value and the benefits they deliver. anticipate buying this functionality from a contact center as a service (CCaaS) provider, and the remaining 8.1%

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DMG Consulting

APRIL 17, 2025

Now, lets call this Act I and move on to Act II, because for the first time in contact center history, there is a clear path forward. Companies using cloud-based contact center systems likely already have access to some of these AI-enhanced capabilities. Like what you’re reading?

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DMG Consulting

JULY 19, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. When: Today, 19 July 2017. Where: Available at the DMG Consulting online store.

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DMG Consulting

MAY 7, 2018

A market revitalized; driven by digital transformation and growing interest in artificial intelligence. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 12 March 2018.

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DMG Consulting

OCTOBER 18, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 12th annual Speech Analytics Product and Market Report. The next step for speech analytics is to enter the world of data science.

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Contact Center Text Analytics Artificial Intelligence Machine Learning 48

DMG Consulting

MARCH 9, 2020

Artificial intelligence, machine learning and predictive analytics ushering in a new era of servicing. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.

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DMG Consulting

FEBRUARY 25, 2019

Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. Vendors in most IT sectors claim to provide AI-enabled solutions, and the speech analytics providers are no exception. The future of this process is analytics-enabled QM (AQM).

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VOZIQ

MARCH 19, 2021

Artificial Intelligence for Predictive Customer Retention? VOZIQ’s product is powered by more than 10 proprietary machine learning algorithms and advanced text analytics technolog y. TMC , a global, integrated media company, has named? as the 202 1 Product of the Year award? winner , presented by?

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Machine Learning Artificial Intelligence Text Analytics Retail 52

VOZIQ

MARCH 19, 2021

Artificial Intelligence for Predictive Customer Retention? VOZIQ’s product is powered by more than 10 proprietary machine learning algorithms and advanced text analytics technolog y. TMC , a global, integrated media company, has named? as the 202 1 Product of the Year award? winner , presented by?

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Machine Learning Artificial Intelligence Text Analytics Retail 52

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics 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. When: Today, 22 August 2017.

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DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics 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. When: Today, 22 August 2017.

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DMG Consulting

SEPTEMBER 26, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 13th annual Speech Analytics Product and Market Report. Innovation in the speech analytics (SA) market is reinvigorating this highly valuable sector.

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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.

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DMG Consulting

AUGUST 26, 2024

GenAI Is Revolutionizing Conversation Analytics View this article on the publisher’s website The conversation analytics IT sector is strong and picking up momentum, due in large part to generative artificial intelligence (genAI)’s contributions. Signup for DMG’s free monthly newsletter.

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