Killer Apps for Speech and Text Analytics
A 2021 DMG report proclaimed that interaction analytics has “proven its worth,” allowing for greater voice-of-the-customer insights and advanced business intelligence capabilities. However, it can still be tricky to identify practical applications for interaction analytics, especially within a broader digital transformation context.
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State of the Contact Center 2021: Cloud is here. What’s next?
The modern multi-channel contact center has entered a Cloud-Smart Era.
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Report
DMG 2020-2021 Workforce Optimization
Product and Market Report
Product and Market Report
The 2020-2021 Workforce Optimization and Market Report foucuses on customer satisfaction in four different areas: overall vendor satisfaction, WFO suite module satisfaction, WFO suite feature satisfaction and WFO suite effectiveness.
