Tag Archives | IVA’s
The Reality of AI – Once You Get Past the Hype
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)
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
Knowledge Management in the Era of AI
By DMG Consulting on October 4, 2018 in Artificial Intelligence, Knowledge Management, Posts, Technology
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
AI and Automation is the Path to the Future for Contact Centers (whitepaper)
IVAs Can Remake the Self-Service Landscape
By DMG Consulting on February 15, 2018 in Artificial Intelligence, Intelligent Virtual Agents, Posts, Technology
AI: On the Right Path but Not Yet Real
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
These 8 Technologies Are Transforming the Contact Center
By DMG Consulting on August 18, 2017 in Automatic Call Distributors (ACDs), Cloud-Based Contact Center, Customer Journey, Customer Support Applications, Dialing, DMG in the News, Intelligent Virtual Agents, Knowledge Management, Mobility, Posts, Speech Analytics, Technology, Voice Biometrics