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Applications that Improve the Customer Journey

Applications that Improve the Customer Journey Recent advancements in artificial intelligence (AI) technology coupled with consumer preference for digital channels, is driving interest in and adoption of intelligent virtual agents (IVAs) and a related technology, robotic process automation (RPA). Voice biometrics is another high-tech solution that is going mainstream; a leading bank’s recent ad campaign [...]
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The Uberization of Workforce Management

The Uberization of Workforce Management In 2015 DMG introduced the concept of adaptive real-time forecasting and scheduling to the market to help companies begin the process of rethinking their contact center staffing challenges. We called this concept the “uberization” of workforce management, as it was conceived with the intent of balancing the “power” between companies [...]
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AI and Automation is the Path to the Future for Contact Centers (whitepaper)

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Top KPIs for Managing Customer Service, Sales and Collections Contact Centers (whitepaper)

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Building a Business Case for Cloud-Based Contact Center Solutions (whitepaper)

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The 3 Contact Center Applications That Pay for Themselves

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