Tag Archives | robotic process automation
Voice Self-Service Has Become More Popular – and It’s About to Get Much Better
The WFO Market Continues to Beat All Odds
Making Robotic Process Automation for Employees
By DMG Consulting on January 3, 2020 in Agent Management, Posts, Robotic Process Automation, Technology
The Hybrid Contact Center Workforce of 2030
By DMG Consulting on January 3, 2020 in Agent Management, Posts, Robotic Process Automation, Technology
Will Robotic Process Automation Replace Human Workers?
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
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)
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
Smarter Bots Mean Greater Innovation, Productivity, and Value
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
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
Are You Ready for Digital Transformation?
By DMG Consulting on August 1, 2017 in Channels [Contact Center], Posts, Strategy [Contact Center], Technology