Fonolo

NOVEMBER 11, 2022

C all center agents drive sales growth, create happy customers, and gather data that’s essential to innovation — and this is the year we think they’ll be recognized and rewarded for it. In this business model, no customer support means no sales. . Higher wages and sales commissions . Let’s dig in! .

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

SurveySensum

APRIL 16, 2025

Smarter marketing, better sales, and a customer experience that keeps people coming back. Accurate data powers smarter decisions – personalized sales outreach, targeted marketing interactions, and faster support experiences. Segment your audience and fine-tune your marketing and sales strategies. The result? How to do it?

CRM 52

CRM Customer Feedback Touchpoint NPS 52

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. Like what you’re reading?

Text Analytics 54

Text Analytics Contact Center Artificial Intelligence Machine Learning 54

PeopleMetrics

MARCH 13, 2015

One aspect of their Rags-to-Riches-to-Rags-to-Riches story that resonates most with me was when they put Customer Service Reps and Product Innovation employees on the same team. At the time, sales were down, despite producing more SKUs associated with successful Hollywood franchises than ever.

Customer Experience 109

Customer Experience Close the Loop Net Promoter Score Voice of the Employee 109

Lumoa

MARCH 6, 2023

Final Thoughts Why is Customer Conversational Analytics Important? It can help a brand innovate with new products; improve its reputation in the market; help outshine the opposition; and eventually, it can help increase sales and profits. Customer insights gleaned from feedback can be beneficial in several ways.

Sentiment Analysis 78

Sentiment Analysis Text Analytics Innovation Social Media 78

Lumoa

MARCH 6, 2023

It can help a brand innovate with new products; improve its reputation in the market; help outshine the opposition; and eventually, it can help increase sales and profits. So when trying to consolidate and understand customer conversations, it isn’t a bad idea to consider using tools like sentiment analysis or text analytics.

Sentiment Analysis 78

Sentiment Analysis Text Analytics Innovation Social Media 78

Callminer

FEBRUARY 27, 2019

Assess the data under the lens of potential sales opportunities. Even in free text answers to qualitative questions, most text analytics tools struggle to unlock key themes and topics as they rely on more basic keyword analysis. Choose a customer survey methodology that aligns with your brand.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

DMG Consulting

AUGUST 3, 2020

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 22020 – 2021 Interaction Analytics Product and Market Report. The Report focuses on contact center and service-related uses of interaction (speech and text) analytics.

Text Analytics 62

Text Analytics Contact Center Innovation Sales 62

DMG Consulting

APRIL 15, 2020

Companies are making long-overdue improvements to their technology and pushing forward with innovative uses for automation throughout the enterprise. The Report provides projections and guidance that will help these business leaders deliver on the promise of automation and innovation to achieve the vision of the contact center of the future.

Outlook 62

Outlook Contact Center Artificial Intelligence Text Analytics 62

DMG Consulting

APRIL 15, 2020

Workforce priorities have shifted, as have other management trends, including the introduction of innovative smart technology, expanding global business and broader market opportunities. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

Contact Center 62

Contact Center Machine Learning Predictive Analytics Artificial Intelligence 62

DMG Consulting

DECEMBER 7, 2020

Interaction (speech and text) analytics can empower contact center agents with the information and context they need to handle inquiries, and also identify trends and challenges for the entire enterprise. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

Contact Center 62

Contact Center Text Analytics Technology Technology 62

Gainsight

MAY 23, 2019

In addition to the exciting announcement of the Gainsight Customer Cloud at Pulse 2019 and new offerings that include Gainsight CDP, CX and RO, our product leaders also shared an incredible list of innovations to our existing products. Coming Soon. Gainsight CS. Renewal Center. Coming Soon.

Text Analytics 75

Text Analytics Engineering Machine Learning Voice of the Customer 75

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 Contact Center Analytics Product and Market Report.

Contact Center 48

Contact Center Text Analytics Touchpoint Innovation 48

Experience Investigators

APRIL 23, 2024

Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales. This loyalty translates into substantial financial benefits, as loyal customers are not only more likely to make repeat purchases but also to advocate for the brand, thereby increasing referrals and sales.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

DMG Consulting

MARCH 1, 2019

ANALYTICS, AI, AND RPA. Enterprises need interaction analytics (speech and text analytics) to help them analyze customer conversations that take place in the contact center and, increasingly, other departments. And combining IA with customer journey analytics (CJA) leads to even deeper insights for the enterprise.

AI 84

AI Artificial Intelligence Contact Center Machine Learning 84

DMG Consulting

AUGUST 9, 2018

IVAs assist agents by providing them with information drawn from knowledge bases, customer profiles and other online sources to optimize and personalize each customer interaction, allowing them to make the most of each service and sales opportunity.

Text Analytics 48

Text Analytics Contact Center Predictive Analytics Machine Learning 48

DMG Consulting

NOVEMBER 14, 2020

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

Customer Service 62

Customer Service Contact Center Artificial Intelligence Text Analytics 62

DMG Consulting

MARCH 31, 2017

The rate of growth could increase if the pace of innovation picks up. After more than 20 years of little innovation, the WFM vendors are waking up, and there are significant changes in this sector,” said Donna Fluss, president of DMG Consulting. It analyzes WFM market activity and provides 5-year market projections.

Contact Center 48

Contact Center Text Analytics Innovation Start-ups 48

DMG Consulting

DECEMBER 10, 2019

Momentum is strong; AI driving accelerated innovation and change. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting Releases 2019 Contact Center Workforce Optimization. Mid-Year Market Share Report. 11/12/2019.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Innovation 48

DMG Consulting

JUNE 12, 2019

While the number of contact center seats has not grown substantially during the year, the WFO vendors are seeing impressive sales numbers because they are delivering innovation that addresses the evolving business needs of their customers.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Innovation 48

Execs In The Know

MAY 4, 2023

Their eye-catching designs, innovative features, commitment to safety, and boundless fun factor create an experience that is second to none. I started on the sales side and represented Texas and that’s where the magic opportunity came for me to move into CX. That’s when my journey with YETI began.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. AI-enabled solutions fueling interest and accelerating sales. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Contact Center 48

Contact Center Machine Learning Artificial Intelligence Text Analytics 48

DMG Consulting

DECEMBER 11, 2019

Strong and innovative sector with sustained growth and momentum. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/11/2019.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

DMG Consulting

OCTOBER 18, 2017

To learn more about the 2017-2018 Speech and Text Analytics Product and Market Report , read the abstract and the table of contents, or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order your copy of the Report, visit www.dmgconsult.com.

Contact Center 48

Contact Center Text Analytics Artificial Intelligence Machine Learning 48

DMG Consulting

MARCH 16, 2018

The WFM sector has never been healthier; most of the growth is from sales to contact centers, but adoption of WFM solutions is picking up in branches and back offices. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

Contact Center 48

Contact Center Text Analytics Innovation Technology 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. OnviSource is covered at a high level.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

SurveySensum

MARCH 20, 2024

For seasoned professionals, the tool comes with advanced features such as advanced text analytics software, analytical dashboards, cross-tab analysis, real-time ticketing system (for closed loop), ease of DIY, better visualization, and more. Best Features: In-Built Templates: SurveySensum has made creating surveys easier!

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

DMG Consulting

JULY 19, 2017

Artificial intelligence-based IVAs, also known as “bots,” “chatbots,” “virtual assistants,” “virtual agents,” and a wide variety of other synonyms, use artificial intelligence (AI), machine learning and other technologies to produce highly innovative and exciting self-service capabilities for enterprises and their customers.

Artificial Intelligence 48

Artificial Intelligence Contact Center Text Analytics Machine Learning 48

DMG Consulting

MAY 8, 2017

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2017 Contact Center Gamification Product and Market Report.

Contact Center 48

Contact Center Text Analytics Innovation Customer Relationship Management 48

DMG Consulting

NOVEMBER 29, 2017

DMG’s tenth annual report on this sector provides deep insights into the competitive landscape, vendors, products, and trends and challenges that are shaping this market and driving innovation. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Machine Learning 48

DMG Consulting

JULY 31, 2019

Companies appreciate the value of call tracking in delivering significant improvements in marketing efficiency and effectiveness, quantifiable increases in sales, and high levels of customer satisfaction. Call tracking shows that when a phone number is added to an online marketing campaign, sales increase.”. and offline (e.g.,

Contact Center 48

Contact Center Text Analytics Social Media Customer Relationship Management 48

DMG Consulting

JUNE 11, 2019

It provides the game-changing innovation that is opening doors to unlimited new possibilities in many fields. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Machine Learning 48

DMG Consulting

SEPTEMBER 29, 2022

Historical speech analytics is considered essential in many contact centers, and text analytics is delivering critical insights into the burgeoning volume of text-based interactions. RTG and NBA capabilities reduce agent onboarding time, improve productivity, increase sales and collections, and greatly enhance the CX.”.

Contact Center 48

Contact Center Outlook Text Analytics Actionable Insights 48

DMG Consulting

MARCH 31, 2019

The 2019 – 2020 Workforce Management Product and Market Report provides an in-depth analysis of the contact center WFM market, the competitive landscape, market trends and challenges, vendors, product suites, technology and innovation.

Contact Center 48

Contact Center Text Analytics Innovation Retail 48

DMG Consulting

AUGUST 3, 2018

Robotic process automation is bringing great value to the market, driving productivity improvements and innovation. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Innovation 48

DMG Consulting

JANUARY 17, 2018

Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2017 – 2018 Workforce Optimization Product and Market Report.

Contact Center 48

Contact Center Non-Profits Artificial Intelligence Text Analytics 48

DMG Consulting

APRIL 16, 2019

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. We’re at a major and exciting inflection point.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48