| Press Releases |
| 6/9/2009 |
Interactive Voice Response (IVR) Market To Grow To $2.7 Billion By 2011
Hosted/Managed Service vendors with inbound and outbound applications have reinvigorated the IVR sector with innovation, quick deployments, and cost effective solutions with a high-value proposition and a rapid ROI
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| 4/23/2009 |
Contact Center Performance Management Grew by 53% in 2008 Despite Worldwide Economic Slowdown
DMG Consulting’s research finds growth being driven by new vendor packages that speed up deployments and provide rapid payback
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| 4/2/2009 |
Emerging Contact Center Analytics Apps are Reducing Contact Center Costs by 5%-10%
Customer Experience and Desktop Analytics uncover new insights, deliver cost savings, operational enhancements, and improved customer and agent experience
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| 1/28/2009 |
Workforce Management Market Grows by 7.4 Percent Despite Global Recession
DMG Consulting Estimates Workforce Management Can Trim Contact Center Costs by 10-20% without Affecting Service Levels or Customer Experience
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| 1/22/2009 |
Quality Management/Liability Recording (Workforce Optimization) Market Defies Recession
DMG Consulting Attributes Record 2008 Revenues to Increased Sales of Analytical Applications and Continuous Vendor Innovation
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| 11/13/2008 |
Quality Management/Recording (WFO) Market Grew BY 18.3% In First Half Of 2008
DMG Consulting forecasts 2008 revenues to break $2.5 billion
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| 10/28/2008 |
Interactive Voice Response (IVR) Market Hits $1.9 Billion in 2007
DMG Consulting predicts IVR market will exceed $2.4 billion in 2010, despite the economic meltdown
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| 9/23/2008 |
Contact Center Surveying/Feedback and Analytics Market Grew by 21.3% Between 2007 and2008
Record growth fueled by contact center and enterprise-wide need for actionable customer feedback and insight
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| 9/17/2008 |
Speech Analytics Market Grows at 106% in Past Year
Speech Analytics is one of the fastest growing applications in the history of the contact center market
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| 9/9/2008 |
DMG Consulting Survey Reveals Contact Centers are Severely Underprepared for Disasters
End-user survey shows that only 36.7% of companies globally are confident that their operations can withstand a disaster or business disruption without seriously impacting customers.
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| 6/25/2008 |
QUALITY MANAGEMENT/LIABILITY RECORDING MARKET REACHES RECORD $2.39 BILLION IN 2007
Leading industry analyst firm, DMG Consulting LLC, reports record industry revenue driven by Contact Center Workforce Optimization (WFO) market, now approaching $1 billion annually
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| 4/23/2008 |
Hosted Contact Center Infrastructure Market to grow 20% - 25% in 2008
DMG Consulting LLC, Leading Contact Center Research and Analyst Firm, Publishes the Authoritative Guide to Hosted Contact Center Infrastructure Market and Products
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| 3/5/2008 |
Contact Center Performance Management (CCPM) Market Momentum Continues, With Strong 79% Growth in 2008
DMG Consulting classifies CCPM a “must have” for contact centers dedicated to continuous performance improvement
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| 1/10/2008 |
Contact Center Workforce Management (WFM) Market Projected to Grow by 20% in 2008
DMG Consulting, Leading Contact Center Industry Analyst Firm, Publishes the Authoritative Guide to Contact Center WFM Market and Products
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| 12/11/2007 |
DMG Predicts Contact Center QM/Liability Recording Market to Exceed $2.3 Billion in 2007
Leading Analyst/Consulting Firm Predicts 10% Growth in Workforce Optimization Market
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| 11/14/2007 |
QM/Recording (WFO) Market Growing by 16.8% in 2007
DMG Consulting Publishes 2007 Quality Management/Liability Recording
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| 11/7/2007 |
DMG CONSULTING NAMES TED LUBOWSKY MANAGING DIRECTOR
Contact Center Veteran Joins Leading Contact Center Advisory and Consulting Firm
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| 9/19/2007 |
DMG CONSULTING EXPANDS RESEARCH AND CONSULTING PRACTICE - Telecom veteran and contact center consultant Jim Wetterau joins DMG Consulting
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| 6/28/2007 |
Quality Management/Liability Recording Revenue Grows by 106% in 2006
DMG Consulting’s QM/Recording Market Share Analysis reveals astounding 106% market growth, from $1,025 million in 2005 to $2,112.9 million in 2006.
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| 6/21/2007 |
Contact Center Surveying on the Upswing
DMG Consulting forecasts that 2007 to 2009 will be the best years in the history of the contact center surveying and analytics market, with growth rates of 10%, 15% and 14% respectively
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| 3/27/2007 |
Speech Analytics Is Fastest Growing Application In Contact Center Market
With a compounded annual growth rate of 391% between December 2004 and the end of 2006, DMG Consulting forecasts Speech Analytics market growth of 100% in both 2007 and 2008.
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| 1/10/2007 |
CONTACT CENTER PERFORMANCE MANAGEMENT TO TAKE OFF IN 2007
DMG Consulting predicts performance management market growth of 27.5% in 2007 and 25% in 2008.
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| 12/7/2006 |
Quality Management/Liability Recording Market Grows by 85.5% in First-Half 2006
DMG Consulting’s QM/Recording Mid-Year Market Share Report reveals unprecedented 30.1% market growth during first half of 2006.
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| 9/20/2006 |
DMG CONSULTING LLC PUBLISHES IN-DEPTH ANALYST REPORT ON BILLION DOLLAR QUALITY MANAGEMENT/LIABILITY RECORDING MARKET
Report predicts QM/recording market growth of 9.5% to $1.122 billion in 2006. VoIP recording and coaching applications projected to grow by 100% in 2006.
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| 4/17/2006 |
DMG Consulting Publishes 2006 Speech Analytics Market Report
DMG Consulting forecasts rapid adoption of contact center speech analytics applications, with a growth rate of 120% in 2006 and 100% in 2007.
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| 1/17/2006 |
DMG Consulting Publishes 2006 North American Contact Center Outsourcing Market Report
North American vendors respond to global competition with commoditized pricing, value-added services, and vertical expertise.
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| 11/29/2005 |
DMG Consulting Announces Appointment of Contact Center Expert, Deborah Navarra
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| 11/7/2005 |
DMG Consulting Publishes 2005 Quality Management/Liability Recording Mid-Year Market Share Update
Market growing strongly and on target to reach $919 million by end of 2005
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| 9/14/2005 |
DMG Consulting Authors and Announces Availability of New, Ground-Breaking Book, “The Real-Time Contact Center"
Book Well Received by Professionals in Business, Academics
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| 2/22/2005 |
2005 Brings Breakthroughs in Contact Center Quality Management and Liability Recording Market
DMG Consulting LLC’s 2005 Quality Management/Liability Recording Product and Market Report predicts industry growth of 10% to 15% with revenue increasing to $919 million in 2005.
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| 2/10/2004 |
DMG Consulting LLC Publishes First Comprehensive Report on Quality Management / Liability Recording Market
Report predicts Quality Management market growth of 12% in 2004, with greater gains in 2005, and further market consolidation.
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