Tag Archives | AI

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, […]

Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line (whitepaper)

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

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

11 Keys to Designing Effective IVAs

By DMG Consulting on January 18, 2019 in Intelligent Virtual Agents, Intelligent Virtual Agents, Posts, Technology

IVA Is the Future of Voice Self-Service

By DMG Consulting on January 4, 2019 in Intelligent Virtual Agents, Intelligent Virtual Agents, 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 [...]

Applications that Improve the Customer Journey

By DMG Consulting on August 10, 2018 in Bots, Customer Support Applications, Intelligent Virtual Agents, Intelligent Virtual Agents, Newsletter, Technology, Trends, Voice Biometrics, Web Based Self Service

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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Tag Archives | AI

Will Robots Make Live Agents Obsolete? (whitepaper)

AI Will Change the Service Game, Eventually

VISION 2020

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

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

The WFO Market Continues to Beat All Odds

Making Robotic Process Automation for Employees

The Hybrid Contact Center Workforce of 2030

The Workforce Optimization Market Adapts to Ever-Changing Rules of the Road

The Reality of AI – Once You Get Past the Hype

Three Pillars of AI for Contact Centers

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