Contact Center Innovation Text Analytics 
eglobalis
MARCH 30, 2025
The goal: a comprehensive analysis of whether these innovations can truly supplant old-school surveys, and what that means for the future of customer experience management. In 2021 they embraced AI-based speech analytics to analyse every single call in their contact center. Fifth Third Bank, a U.S.
DMG Consulting
JUNE 8, 2021
Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. Product Innovation. To date, most companies apply IA primarily in their contact centers, as this is the source of the recordings and digital transactions that these solutions analyze.
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Fonolo
NOVEMBER 11, 2022
Contact centers are dynamic, evolving workplaces, which makes industry trend spotting an exciting sport — sometimes prone to error — but always full of discovery! Like many industries, contact centers have seen the pace of change accelerate during the COVID pandemic. READ THE FULL GUIDE: Contact Center Trends 2023. (It
DMG Consulting
NOVEMBER 6, 2024
GenAI is Transforming Conversation Analytics and Making it Better November 2024 As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a different name. Is that the case with conversation analytics? The answer is a resounding “no”!
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. Workforce management (WFM) came in second place, identified by 40.8% of survey participants.
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.
DMG Consulting
DECEMBER 7, 2020
DMG Consulting Releases 2020 – 2021 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. When: Today, 2 December 2020.
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