Tag Archives | Self-service

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

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 [...]

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

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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