Archive | Artificial Intelligence

Voice Self-Service Has Become More Popular – and It’s About to Get Much Better

By DMG Consulting on March 2, 2020 in Artificial Intelligence, Posts, Self-Service, Technology

Intelligent Automation in Contact Centers: Making it Real (whitepaper)

The Reality of AI – Once You Get Past the Hype

Three Pillars of AI for Contact Centers

By DMG Consulting on June 11, 2019 in Artificial Intelligence, Posts, Technology

Is It Time to Invest in AI, Machine Learning, and Speech Technologies for Your Contact Center?

Workforce Optimization Ushers in the Real-Time Contact Center

By DMG Consulting on April 16, 2019 in Artificial Intelligence, Automation, Posts, Real-Time, Technology, WFO Suites

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. The call center liability recording/quality assurance market has evolved into the contact center workforce optimization (WFO) market, encompassing 13 application sectors: omnichannel recording; quality management; workforce management; coaching; e-learning; surveying/voice of the customer (VoC); performance management; speech, […]

Self-Service Maturity Model: Gaining a Competitive Advantage from Self-Service (whitepaper)

Thanks to AI and RPA, the WFO Market Surges

By DMG Consulting on March 1, 2019 in Artificial Intelligence, Posts, Robotic Process Automation, Technology, Workforce Optimization Suites

Innovation Is What Makes Us Great

By DMG Consulting on March 1, 2019 in Artificial Intelligence, Customer Service, Posts, Technology

Speech Analytics and AI Is a Winning Combination

By DMG Consulting on February 25, 2019 in Analytics-Enabled QA, Artificial Intelligence, Customer Journey, Posts, Surveying, Technology

Knowledge Management in the Era of AI

By DMG Consulting on October 4, 2018 in Artificial Intelligence, Knowledge Management, Posts, Technology

The Next Act: The AI-Enabled Contact Center

By DMG Consulting on August 31, 2018 in Artificial Intelligence, Newsletter

The Next Act: The AI-Enabled Contact Center In 2005, 13 years ago, I published the book The Real-Time Contact Center. My goal in sharing the concepts in this book was to provide a technical and operational framework for anyone who uses this “delivery and service” vehicle for customer assistance or sales. The idea behind the [...]

AI and Automation is the Path to the Future for Contact Centers (whitepaper)

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