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Press Release Archive

Past Press Releases
Date Press Release
10/15/2012 DMG Consulting Releases 2012 Cloud-Based Contact Center Infrastructure Market Report
9/20/2012 DMG Consulting Releases 2012 IVR Analytics Product and Market Report
8/8/2012 DMG Consulting Releases 2012 Contact Center Performance Management Market Report
5/31/2012 DMG Consulting Releases 2012 Contact Center Workforce Management (WFM) Market Report; Record Year for WFM with Interest at All-Time High and New Solutions
3/21/2012 DMG Consulting Releases 2011 – 2012 Quality Management/Liability Recording (Workforce Optimization) Product and Market Report; Research Reveals Several Trends Converge to Impact Sector, Fuel Growth
1/17/2012 DMG Consulting Releases Three Reports to Help Technology Users Understand Markets and Make Buying Decisions
8/23/2011 DMG Consulting Releases 2011 – 2012 Contact Center Performance Management Benchmark Study and Market Report
7/14/2011 DMG Consulting Releases 2011 Proactive Customer Care Product and Market Report; Market in Transition, Organizations Realizing Power of Timely, Relevant, Proactive Communications
6/22/2011 DMG Consulting Releases 2011 Quality Management/Liability Recording (Workforce Optimization) Market Share Report; Explores Financial Performance and Market Share of 45 Industry Players
6/1/2011 DMG Consulting Releases 2011-2012 Contact Center Workforce Management Market Report; Predicts Strong Growth through 2014; Innovation Focused on Ease of Use, Multi-Channel and the Cloud
3/3/2011 DMG Consulting Releases 2010-2011 Quality Management/Liability Recording (Workforce Optimization) Product and Market Report; Research Reveals an Innovative Market Poised to Grow Strongly Through 2013
12/9/2010 DMG Consulting Releases Two New Market Reports: Speech Analytics and Hosted Contact Center Infrastructure; Reports Explore Markets, Reveal Trends, Identify Market Share and Predict Growth in Years to Come
12/1/2010 DMG Consulting Releases 2010 Quality Management/Liability Recording (Workforce Optimization) Mid-Year Market Share Report; Contact Center WFO Revenue Up 10.5% Over First Half of 2009, Growth Projected for Every Segment Through 2013
11/16/2010 DMG Consulting Releases 2010-2011 Text Analytics Product and Market Report; Social Media Driving Strong Adoption Through 2014
8/18/2010 DMG Consulting Releases 2010 Contact Center Surveying/Feedback and Analytics Market Report; Surveying/Feedback Implementations Increasing, Contact Center Teaming with Other Business Units to Share Information
8/4/2010 DMG Consulting Releases 2010 Hosted/Managed Service IVR Market Report; Revenue Steady Through 2009, Balance of Power Shifting to Hosted/Managed Service Solutions
7/13/2010 DMG Consulting Releases 2010 Quality Management/Liability Recording (Workforce Optimization) Market Share Report; Tracks Performance and Market Share of 45 Competitors
3/24/2010 DMG Consulting Releases 2010 Contact Center Workforce Management Market Report; High Growth Characterized 2009, Expected to Continue
1/27/2010 DMG Consulting Releases 2009-2010 Workforce Optimization (WFO) Report
11/18/2009 DMG Consulting Releases 2009-2010 Speech Analytics Market Report
9/21/2009 Recession Spurs Growth in Hosted Contact Center Infrastructure Market
8/12/2009 Surveying / Feedback and Analytics Market Increases by 18 Percent as Need to Retain Customers Grows
7/21/2009 Contact Center Workforce Optimization Grew By 14 Percent To $2.7 Billion In 2008, Outperforming Most IT Sectors
6/9/2009 Interactive Voice Response (IVR) Market To Grow To $2.7 Billion By 2011
4/23/2009 Contact Center Performance Management Grew by 53% in 2008 Despite Worldwide Economic Slowdown
4/2/2009 Emerging Contact Center Analytics Apps are Reducing Contact Center Costs by 5%-10%
1/28/2009 Workforce Management Market Grows by 7.4 Percent Despite Global Recession
1/22/2009 Quality Management/Liability Recording (Workforce Optimization) Market Defies Recession
11/13/2008 Quality Management/Recording (WFO) Market Grew BY 18.3% In First Half Of 2008
10/28/2008 Interactive Voice Response (IVR) Market Hits $1.9 Billion in 2007
9/23/2008 Contact Center Surveying/Feedback and Analytics Market Grew by 21.3% Between 2007 and2008
9/17/2008 Speech Analytics Market Grows at 106% in Past Year
9/9/2008 DMG Consulting Survey Reveals Contact Centers are Severely Underprepared for Disasters
6/25/2008 QUALITY MANAGEMENT/LIABILITY RECORDING MARKET REACHES RECORD $2.39 BILLION IN 2007
4/23/2008 Hosted Contact Center Infrastructure Market to grow 20% - 25% in 2008
3/5/2008 Contact Center Performance Management (CCPM) Market Momentum Continues, With Strong 79% Growth in 2008
1/10/2008 Contact Center Workforce Management (WFM) Market Projected to Grow by 20% in 2008
12/11/2007 DMG Predicts Contact Center QM/Liability Recording Market to Exceed $2.3 Billion in 2007
11/14/2007 QM/Recording (WFO) Market Growing by 16.8% in 2007
11/7/2007 DMG CONSULTING NAMES TED LUBOWSKY MANAGING DIRECTOR
9/19/2007 DMG CONSULTING EXPANDS RESEARCH AND CONSULTING PRACTICE - Telecom veteran and contact center consultant Jim Wetterau joins DMG Consulting
6/28/2007 Quality Management/Liability Recording Revenue Grows by 106% in 2006
6/21/2007 Contact Center Surveying on the Upswing
3/27/2007 Speech Analytics Is Fastest Growing Application In Contact Center Market
1/10/2007 CONTACT CENTER PERFORMANCE MANAGEMENT TO TAKE OFF IN 2007
12/7/2006 Quality Management/Liability Recording Market Grows by 85.5% in First-Half 2006
9/20/2006 DMG CONSULTING LLC PUBLISHES IN-DEPTH ANALYST REPORT ON BILLION DOLLAR QUALITY MANAGEMENT/LIABILITY RECORDING MARKET
4/17/2006 DMG Consulting Publishes 2006 Speech Analytics Market Report
1/17/2006 DMG Consulting Publishes 2006 North American Contact Center Outsourcing Market Report
11/29/2005 DMG Consulting Announces Appointment of Contact Center Expert, Deborah Navarra
11/7/2005 DMG Consulting Publishes 2005 Quality Management/Liability Recording Mid-Year Market Share Update
9/14/2005 DMG Consulting Authors and Announces Availability of New, Ground-Breaking Book, “The Real-Time Contact Center"
2/22/2005 2005 Brings Breakthroughs in Contact Center Quality Management and Liability Recording Market
2/10/2004 DMG Consulting LLC Publishes First Comprehensive Report on Quality Management / Liability Recording Market

[View current press releases]



DMG in the News
5/8/2013 - DMG Consulting Releases 2013 – 2014 Contact Center Workforce Management Market Report 
3/15/2013 - DMG Consulting Releases 2012 - 2013 Workforce Optimization Product and Market Report

Whitepapers, Executive Briefings, and Benchmark Reports
5/13/2013 - Improve Contact Center Performance with Real-Time Metrics 
3/13/2013 - Workforce Management Doesn’t Have to be So Hard
3/1/2013 - Building the Business Case for a Cloud-Based Contact Center Solution

Featured Publications
5/6/2013 - Multi-Channel: A Must for Today’s Contact Center (ConnectFirst) 
4/10/2013 - Transforming Your Contact Center Into an Essential Corporate Contributor (SupportIndustry.com)
3/1/2013 - Changing the Face of Workforce Optimization (destinationCRM.com)

Self-Service Honor Roll

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