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Latest Research Reports
2019 Intelligent Virtual Agent Product and Market Report
The 2019-2020 Intelligent Virtual Agent Product and Market Report provides an in-depth analysis of the overall IVA market, including the competitive landscape, technology, products, functional capabilities, and the servicing and market trends that are driving adoption and innovation. This Report is intended to help companies identify and select the right IVA solution for their current and future needs. It provides an in-depth analysis of these AI-enabled solutions, which are a foundational component of next-gen, digitally transformed service organizations.
2019 Workforce Management Product and Market Report
The 2019 Workforce Management Product and Market Report provides an in-depth examination of the contact center WFM market, the competitive landscape, market trends and challenges, vendors, product suites, technology and innovation. It provides an insightful analysis of how WFM is being re-engineered to meet the complex requirements of today’s omni-channel, virtualized contact center environments, consumers’ rising expectations and the demands of the modern workforce.
Top Free Research
Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line (whitepaper)
AQM is an ideal application for companies undergoing a digital transformation. It “listens” and/or “reads” up to 100% of all interactions, enabling leaders to use this business intelligence to improve quality and productivity throughout the enterprise. AQM should become a standard component of quality, voice-of-the-customer/employee (VOC/E) and customer journey initiatives, given the high value of data it delivers.
Self-Service Maturity Model: Gaining a Competitive Advantage from Self-Service (whitepaper)
The self-service market has grown and expanded during the past 40 years, and it’s time for organizations to adopt the current generation of solutions as an important step in their digital transformation. The question is not whether you are ready to migrate from your existing self-service solutions to IVA-supported voice and digital self-service, but how quickly you can effectively adopt the new generation of AI-enabled self-service technology.