Tag Archives | robotic process automation

The WFO Market Continues to Beat All Odds

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

By DMG Consulting on January 4, 2019 in Posts, Robotic Process Automation, 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

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)

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

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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Are You Ready for Digital Transformation?

By DMG Consulting on August 1, 2017 in Channels [Contact Center], Posts, Strategy [Contact Center], Technology

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