DMG Consulting LLC - Publications

Latest Research from DMG Consulting

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2013 - 2014 Contact Center Workforce Management Market Report

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Executive Guide to Cloud - Based Contact Centers

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Best Practices for Optimizing Contacts with Blended Dialers

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NEW! Building the Business Case for a Cloud-Based Contact Center Solution

Self-Service: IVR/Speech Recognition Articles
5/10/2011	How to Get the Most Out Of Proactive Customer Care SupportIndustry.com
12/15/2010	Speaking of Solid Payback destinationCRM.com
12/15/2010	Separating Fact From Fiction destinationCRM.com
12/7/2010	Hosted IVR Vendors Are Here to Serve SupportIndustry.com
12/6/2010	IVR is not a Field of Dreams inContact Blog
11/18/2010	Finding the Balance between IVR and Live-Agent Support inContact Blog
11/2/2010	The Art and Science of Developing Effective IVR Applications inContact Blog
11/1/2010	Let's Make a Deal - A transitioning IVR market gives buyers negotiating power. Speech Technology
7/15/2010	Helping your IVR Realize its Potential CRMXchange.com
5/22/2010	Insurance Property and Casualty - Enhance the Caller Experience and Increase Policyholder Loyalty with Voice Self-Service (Whitepaper)
5/22/2010	Insurance Providers - Using Voice Self-Service to Enhance the Customer Experience for Health Care Insurance Companies (Whitepaper)
5/22/2010	Financial Services - Using Voice Self-Service to Enhance the Retail Banking Experience (Whitepaper)
1/28/2010	IVR to the Rescue! A Benchmarking Study of 2010 Enterprise, Contact Center and IT Priorities and the Critical Role of IVRs in Achieving These Goals (Whitepaper)
10/1/2009	Benefits and ROI of Hosted/Managed Service IVR ANSWERStat
7/31/2009	Voice Self-Service to the Rescue Customer Think
6/15/2009	Hosted/Managed Service IVR Market Report (Abstract) (Whitepaper)
4/13/2009	Self-Service: Putting Customers First Makes You a Winner (Whitepaper)
2/15/2009	The Recession�s Impact on Contact Center Technology Investments Connections Magazine
2/2/2009	The Rise of Proactive Customer Care CRMXchange.com
2/1/2009	IVR Goes Proactive ANSWERStat
8/19/2008	The Impact of Self-Service on Contact Center Agents SupportIndustry.com
7/1/2008	Self Service: Are You Doing What is Right for Your Customers? CRMXchange.com
1/2/2008	Customer Process Changes Improve Performance of Self-Service Application CRMXchange.com
7/31/2007	Calls Are Not Going Away � Invest in Your Voice Self-Service Infrastructure CRMXchange.com
12/15/2006	The Best Self-Service Applications CRMXchange.com
11/13/2006	Self-service applications save money SearchCRM.com
9/19/2006	What�s New in the IVR World CRMXchange
5/3/2006	Speech Technology Magazine NewsBlast - Donna's View Speech Technology Magazine
5/1/2006	How to Fix Your Hated IVR CRMXchange
8/31/2005	The Fight for Dominance in the Speech Recognition Market Customer Interface
8/1/2005	The Battle for Speech Recognition Market Dominance CRMXChange
1/1/2005	The Cost of Building Speech Applications in Contact Centers CRMXchange
9/2/2004	Customers Shouldn't Have To Think About Speech Recognition CRMGuru
8/1/2004	Building the Case for Speech CRMXchange
3/31/2004	Speech Standards Improve Service Quality, Customer Experience and Reduce CRMXchange
1/1/2004	The Compelling ROI Benefits of Speech Recognition CRMXchange
11/4/2003	The Speech Market Deserves a Break CallCenter Magazine
10/1/2003	Speech Technology is Ready For Prime Time! CRMXchange News
3/27/2003	The Intimate Connection Between Customer Satisfaction and ROI (Whitepaper) Nuance
11/26/2002	Practical Guide to Speech Recognition (Whitepaper)
10/1/2002	Talking Your Way to Savings Communications Convergence
6/1/2002	Speech Recognition: Ripe for the Picking Customer Interface Magazine



	5/8/2013 - DMG Consulting Releases 2013 � 2014 Contact Center Workforce Management Market Report
	3/15/2013 - DMG Consulting Releases 2012 - 2013 Workforce Optimization Product and Market Report


	5/13/2013 - Improve Contact Center Performance with Real-Time Metrics
	3/13/2013 - Workforce Management Doesn�t Have to be So Hard
	3/1/2013 - Building the Business Case for a Cloud-Based Contact Center Solution


	5/6/2013 - Multi-Channel: A Must for Today�s Contact Center (ConnectFirst)
	4/10/2013 - Transforming Your Contact Center Into an Essential Corporate Contributor (SupportIndustry.com)
	3/1/2013 - Changing the Face of Workforce Optimization (destinationCRM.com)

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Self-Service: IVR/Speech Recognition Articles