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DMG Consulting Releases 2018 – 2019 Workforce Optimization Product and Market Report

01-23-2019 02:24 PM CET | IT, New Media & Software

Press release from: DMG Consulting LLC

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-tim
analytics market research and consulting services

What: Releases 2018 – 2019 Workforce Optimization Product and Market Report

When: Today, 23 January 2019

Where: Available at the DMG Consulting online store

Background:

DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2018 – 2019 Workforce Optimization Product and Market Report. DMG’s 15th annual report on this transforming sector explores the products, innovation, and market trends and challenges that are keeping WFO more relevant and essential than ever before. The Report also presents an insightful analysis of WFO market activity for the first half of 2018, and provides 5-year market projections for the 12 WFO application components.

AI-enabled contact centers are the next phase for service organizations. These are operating environments where artificial intelligence (AI), machine learning, intelligent virtual assistants (IVAs), robotic process automation (RPA), desktop process automation (DPA), knowledge management and more will be instrumental in helping companies improve the service experience. AI-enabled bots and IVAs can deliver rapid and accurate answers to customer inquiries, improving self-service quality and effectiveness. RPA and desktop process automation allow enterprises to automate routine, repetitive tasks, enabling businesses to cut thousands of dollars per day from budgets and re-allocate human resources to more rewarding cognitive tasks.

Predictive analytics is an emerging strategy for improving and personalizing the customer experience. It uses data mining, statistical techniques and machine learning to identify relationships, patterns and trends to anticipate the likelihood of future events and behaviors, as well as their business impact. Speech and text analytics are being enhanced with predictive analytics capabilities to enrich and personalize each customer interaction. In doing so, predictive analytics can be used to understand what customers need and want, and then kick off real-time agent guidance, next-best-action recommendations and optimal marketing offers tailored to customer needs.

”Contact centers are not going away for the foreseeable future, but they are going to change,” says Donna Fluss, President of DMG Consulting LLC. “Technology will be used to ‘work smarter, not harder.’ Transaction handling will be personalized and matched to the ideal resource. Highly sophisticated agents will have a new generation of servicing tools at their fingertips to achieve optimal outcomes. As exciting as changes have been for contact centers, the best is yet to be.”

The 2018 – 2019 Workforce Optimization Product and Market Report provides the vendor, product, functional, technical and pricing information that enterprise, contact center and IT leaders need to select the right solution to meet their organization’s current and future front- and back-office WFO requirements. The Report covers 8 leading and contending vendors: Aspect, Calabrio, DVSAnalytics, Genesys, NICE, OnviSource OpenText and Verint. To learn more about the 2018 – 2019 Workforce Optimization Product and Market Report, visit www.dmgconsult.com, or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order your copy of the Report, visit www.dmgconsult.com.

About DMG Consulting LLC

DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. We are a strategic advisor to end users and vendors, large and small, and the financial community. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: Workforce Management, Workforce Optimization (WFO) Speech Analytics, Text Analytics, Desktop Analytics, Robotic Process Automation, Customer Journey Analytics, Contact Center Performance Management, Knowledge Management, Gamification, Enterprise Feedback Management, Cloud-Based Contact Center Infrastructure, Voice Biometrics, Interactive Voice Response Systems, Intelligent Virtual Agents and Unified Communications. For more information, visit www.dmgconsult.com.

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DMG Consulting LLC
6 Crestwood Drive
West Orange, NJ 07052

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