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DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

7/19/2017

Who:      DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services

What:    Releases 2017 Intelligent Virtual Agent Product and Market Report

When:    Today, 19 July 2017

Where:   Available at the DMG Consulting online store

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 Intelligent Virtual Agent Product and Market Report. This Report covers all aspects of this emerging IT sector, which is attracting a great deal of interest because of its numerous uses and benefits for enterprises, contact centers and customers.

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. Designed to emulate human conversations and interactions, IVAs  can provide assistance for a growing number of enterprise and contact center activities that previously required the attention of live agents. These solutions, which are capable of delivering an intelligent and personalized customer experience, are highly appealing to customers, who actually prefer to help themselves in this channel, as long as it works.

“The market desperately needs new self-service technology that is more accurate, personalized and responsive to customers’ needs,” said Donna Fluss, President of DMG Consulting. “While IVA technology is still in its infancy, it is already making significant contributions to the market. Companies that want to enhance their self-service solutions should consider using IVAs, while understanding that it will take years before these solutions deliver on all of their promises.”

Billions of investment dollars are being targeted at these solutions, and DMG expects to see a growing number of IVA competitors.  Next-gen IVAs with more self-learning capabilities are on the horizon. In the future, IVAs will use an increasing amount of self-learning technology that allows them to get “smarter” over time and adapt to customers’ individual preferences as they “learn” from past interactions to improve their understanding of what customers want and need.

DMG covers emerging contact center trends and IT sectors that are likely to have a lasting impact on the market. The 2017 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions. It covers 6 vendors in detail: [24]7, Astute Solutions, Creative Virtual, Interactions, Next IT and SmartAction. Artificial Solutions is covered at a higher level.

To learn more about the 2017 Intelligent Virtual Agent Product and Market Report, read the abstract which includes the table of contents, or email Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order your copy of the Report, visit www.dmgconsult.com.

About DMG Consulting LLC

DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. We are a strategic advisor to end users and vendors, large and small, and the financial community. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. 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. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: Workforce Optimization (WFO, Quality Management/Liability Recording), Workforce Management, Speech Analytics, Text Analytics, Desktop Analytics, Customer Journey Analytics, Contact Center Performance Management, Gamification, Enterprise Feedback Management/Surveying, Cloud-Based Contact Center Infrastructure, Outbound Solutions, Voice Biometrics, Interactive Voice Response Systems and Unified Communications. For more information, visit www.dmgconsult.com.

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