Tag Archives | call center technology

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 [...]

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

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

Reality Check: WFO Solutions Must Be Rebuilt From the Ground Up

By DMG Consulting on March 16, 2018 in DMG in the News, Posts, Technology, Workforce Optimization, Workforce Optimization Suites

IVAs Can Remake the Self-Service Landscape

By DMG Consulting on February 15, 2018 in Artificial Intelligence, Intelligent Virtual Agents, Posts, Technology

Scouting Report: Speech Analytics Enters Its Next Act — Maturity

By DMG Consulting on January 2, 2018 in Analytics-Enabled QA, Artificial Intelligence, DMG in the News, Posts, Quality Management/Liability Recording, Speech Analytics, Technology

AI: On the Right Path but Not Yet Real

By Chris Detmer on December 7, 2017 in Analytics, Artificial Intelligence, Posts, Technology

Scouting Report: Robots Are in Your Contact Center’s Future

By Chris Detmer on November 2, 2017 in Desktop Analytics [Contact Center], Posts, Robotic Process Automation, Technology

The 3 Contact Center Applications That Pay for Themselves

By Chris Detmer on October 5, 2017 in Bots, Customer Support Applications, DMG in the News, Intelligent Virtual Agents, Posts, Return on Investment (ROI) [Contact Center], Technology, Trends, Voice Biometrics, Web Based Self Service

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