Interactions Recognized by Customers for Planned Product Innovation in DMG Consulting’s Intelligent Virtual Agent Product and Market Report.
FRANKLIN, MA – August 2, 2018 – Interactions, LLC, the leading provider of Intelligent Virtual Assistants (IVAs) for enterprise brands, today announced it received top customer satisfaction scores in DMG Consulting’s annual Intelligent Virtual Agent Product and Market Report. Out of the five vendors evaluated, Interactions earned the top spot overall, garnering highest customer satisfaction ratings in eight of the eleven vendor categories, including a perfect score for “Planned Product Innovation.”
The Intelligent Virtual Agent Product and Market Report by DMG Consulting helps companies to identify the right IVA solution to meet their current and future needs. Under vendor categories, Interactions earned the top spot for company, current product, implementation, professional services, ongoing service and support, planned product innovation, responsiveness to product enhancement requests and overall vendor satisfaction. Interactions also received strong customer satisfaction ratings for its artificial intelligence capabilities, in addition to its ability to increase self-service and reduce customer effort.
Interactions, which was recently named Omnichannel Provider of the Year at the Customer Contact Week Excellence Awards, develops IVAs that seamlessly combine artificial intelligence with human understanding. Interactions IVA has long enabled businesses to engage customers across several channels—phone, web chat, SMS, and social media. Now, with the newly rolled out omnichannel capabilities, customers can seamlessly move across these channels, enabling businesses to pick up a conversation right where the customer left off or easily move a conversation to a new channel that is more convenient or efficient.
“After years of rejecting self-service, customers are changing their tune. Consumers of all ages are showing a preference for self-service solutions over talking to agents or using chat,” said Donna Fluss, President of DMG. “Given consumers’ changing attitudes toward self-service and the arrival of more accurate speech recognition, it’s the right time for companies to update and upgrade their self-service strategies by embracing IVAs.”
“Today’s consumers expect companies to meet their needs in a timely manner across any channel, all while providing a positive and enjoyable customer experience,” said Jane Price, SVP of Marketing at Interactions. “DMG Consulting’s report confirms that the best way for brands to engage customers and meet heightened consumer expectations at an enterprise scale is to invest in a sophisticated IVA solution.”
To learn more or request a demo of Interactions’ new omnichannel capabilities, visit us here.
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About DMG Consulting
DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in contact centers, back-office and real-time analytics. DMG provides insight and strategic guidance and tactical advice to end users, vendors and the financial community. Each year, DMG devotes more than 10,000 hours to producing primary research on IT sectors, including workforce optimization (quality management/liability recording), speech analytics, workforce management, performance management, desktop analytics, robotic process automation, enterprise feedback management/voice of the customer, text analytics, customer journey analytics, knowledge management, cloud-based contact center infrastructure, dialing, interactive voice response systems, intelligent virtual agents, voice biometrics and proactive customer care. Our actionable recommendations are proven to deliver a lasting competitive advantage, and often pay for themselves in as little as three months. Learn more at www.dmgconsult.com.