Donna Fluss - President, DMG Consulting LLC
1 minute read
By Donna Fluss - President, DMG Consulting LLC
Posted in Customer Engagement
DMG Consulting LLC (DMG) has made a series of predictions about various IT segments related to the contact center market. This blog post addresses the role of knowledge management (KM) and its relationship with workforce optimization (WFO) suites. DMG predicts that KM solutions will continue to sell, both on a stand-alone basis and as components of other application suites and platforms, including WFO.
PREDICTION: Sophisticated and search-enabled knowledge management solutions will be a standard capability in workforce optimization suites – probability = 70%
Intent: Enterprises need large and well-organized repositories of data and information to support their employees, partners, customers and prospects. This information must be accurate and consistent, regardless of its audience or how it is accessed. The data needs to be well-organized so that it is readily accessible and the right information is easy to find. The data source also needs to support each company’s artificial intelligence (AI) initiatives.
Implications: Providing a single source of knowledge has been an enterprise goal for decades, and it is growing in importance as companies become increasingly complex and expand their touchpoints and communications channels. The proliferation of self-service solutions also makes it essential for organizations to deliver the same information and answers, whether provided by a live or automated agent, such as an intelligent virtual agent (IVA) in a voice or digital channel.
As companies invest in AI and machine-learning (ML)-based solutions, the need for massive data repositories and data lakes has become a necessity. Workforce optimization suites provide analytical applications to improve customer and employee engagement with contact centers and, increasingly, back-office departments and branches. These applications, which are starting to use AI, will benefit from having a single and standardized source of enterprise information.
For additional predictions about the contact center market, please see a white paper on the topic of Contact Centers in 2030: A Look in the Future.
Donna Fluss (firstname.lastname@example.org) is the president of DMG Consulting, a provider of contact center, analytics and back-office market research and consulting.
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