GenAI + Agentic AI: Driving Smarter Self-Service View this article on the publisher’s website GenAI dramatically enhances the conversational and transactional efficiency of self-service solutions. By harnessing large language models (LLMs) with curated, targeted, and well-maintained datasets, genAI excels in tasks such as identifying and building intents, crafting intelligent responses, and testing conversational flows. By… Read More »GenAI + Agentic AI: Driving Smarter Self-Service The...| DMG Consulting
AI Is Rerouting the Future of Cloud Contact Centers View this article on the publisher’s website The contact center-as-a-service (CCaaS) market continues to effectively execute, rapidly innovate, and deliver outstanding results, demonstrating resilience and robust growth. This is happening despite (or perhaps because of) economic uncertainty, intensifying competition, and a changing technology landscape. This sector’s… Read More »AI Is Rerouting the Future of Cloud Contact Centers The...| DMG Consulting
Transcription Enables a Great Customer Journey August 2025 The best scenario for customers and organizations alike is fully resolving an interaction during the first contact, ideally via self-service, or with live agent input when necessary. (This is because self-service is rapidly becoming consumers’ channel of choice globally, as well as being the most cost-effective and… Read More »Transcription Enables a Great Customer Journey The post Transcription Enables a Great Customer Journey ...| DMG Consulting
Queuing up Change: From CCaaS to Intelligent CX Platform July 2025 The contact center as a service (CCaaS) market continues to expand rapidly, primarily driven by the digital economy’s strength and AI capability adoption, and it shows no signs of slowing anytime soon. There are two fundamental categories of digital interactions: self-service, where customers are… Read More »Queuing up Change: From CCaaS to Intelligent CX Platform The post Queuing up Change: From CCaaS to Intelligent CX ...| DMG Consulting
Flexible Scheduling Re-imagines Workforce Management View this article on the publisher’s website The time has come for flexible scheduling, especially for contact centers where inflexible scheduling practices are a top driver of agent dissatisfaction and attrition. There are many approaches to flexible scheduling, including inviting employees to participate in setting all or part of their… Read More »Flexible Scheduling Re-imagines Workforce Management The post Flexible Scheduling Re-i...| DMG Consulting
Conversational AI: Automation with a Human Touch June 2025 The conversational artificial intelligence (CAI) self-service and agent augmentation sector is experiencing brisk growth due to the convergence of rapidly improving technology and socio/economic events. Agentic AI is currently the CAI segment’s favorite technology as vendors invest to enhance these solutions’ autonomous decision-making, automation capabilities, and… Read More »Conversational AI: Automation with a Human Touch T...| DMG Consulting
***MEDIA ALERT*** DMG Consulting Releases 2025 – 2026 Conversational AI Solutions for the Enterprise Report Sector fueled by increased reliance on AI for intelligent self-service and automation Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services What: Releases 2025 – 2026 Conversational AI Solutions for the Enterprise Report When: … Read More »DMG Consulting Releases 2025 – 2026 Conversational AI Solutions ...| DMG Consulting
It’s Time to Integrate Front- and Back-Office Functions May 2025 Enterprises have structured operations the same way for decades; they establish departments responsible for specific business functions, assign budgets, create workflows to bring in the tasks or activities, implement the necessary systems, staff the operations, and go into production to perform their unique work. Most… Read More »It’s Time to Integrate Front- and Back-Office Functions The post It’s Time to Integrate Fr...| DMG Consulting
With CX, There’s a Disconnect Between Expectations and Reality. AI Can Help. April 17, 2025 View this article on the publisher’s website Consumers have made their sales and servicing preferences clear: They want to help themselves whenever possible. They will typically start on a company’s website or mobile app, but they expect to easily reach… Read More »With CX, There’s a Disconnect Between Expectations and Reality. AI Can Help. The post With CX, There’s a Disconnect Between E...| DMG Consulting
Conversational AI Is Ushering in Huge Contact Center Advances View this article on the publisher’s website Conversational artificial intelligence (CAI) solutions are more than just enhanced self-service. They include capabilities that elevate the customer and employee experience (CX/EX), increase productivity, and deliver the intelligence to support a continuous improvement process. The timing could not be… Read More »Conversational AI Is Ushering in Huge Contact Center Advances The pos...| DMG Consulting
Today’s GenAI-enabled conversation analytics solutions uncover deeper insights, operationalize findings, and generate improvements to the CX and EX| DMG Consulting