Contact Center and Back Office Research and Consulting Services
Latest Research Reports
For the past 15 years, DMG’s Workforce Optimization Mid-Year Market Share Report has been a valued and trusted resource for members of the financial community. The Report presents a detailed analysis of the financial performance of the WFO market and its approximately 38 suite vendors during the first half of 2019. The Report compares first-half 2019 performance to the same period in 2018.
The 2019 – 2020 Robotic Process Automation Product and Market Report provides in-depth analysis of this market, including comprehensive coverage of the competitive landscape, vendors and offerings. The detailed product comparisons and analyses presented in the Report are intended to assist companies in identifying and selecting the right RPA solutions to meet their current and future needs.
Top Free Research
All contact center infrastructure solutions are NOT created equal, and the differences are quickly becoming apparent as a new generation of cloud-based omni-channel ACDs and dialers come to market. Use this decision framework to appreciate the essential characteristics of a cloud-based contact center infrastructure solution and vendor, and determine if it’s time for your company to find a new partner.
AQM is an ideal application for companies undergoing a digital transformation. It “listens” and/or “reads” up to 100% of all interactions, enabling leaders to use this business intelligence to improve quality and productivity throughout the enterprise. AQM should become a standard component of quality, voice-of-the-customer/employee (VOC/E) and customer journey initiatives, given the high value of data it delivers.