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Contact Center and Back Office Research and Consulting Services

Our Services

Executives
& Managers

We collaborate with companies to develop strategies and leverage technology and operations to deliver outstanding customer experiences in contact centers and back offices.

Solution
Providers

We help technology and solution providers develop, position and deliver groundbreaking products and services that yield real competitive advantage.

Investor
Community

We deliver comprehensive market, company and product evaluations that help investment organizations select the right public and private companies to invest in.

Reports & Publications

2022-2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market Report

This report explores today’s WFO/WEM market, its current trends and challenges, competitive landscape, product suites, increasingly sophisticated technology, and the wave of innovation that is propelling these valuable...

2022–2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report

This report evaluates all aspects of the CBCCI/CCaaS market and analyzes 11 leading and contending vendors: 8x8, Alvaria, Avaya, Cisco, Five9, LiveVox, NICE CXone, Odigo, Puzzel, Twilio, UJET....

2022-2023 Interaction Analytics for the Enterprise Report

This report provides a comprehensive and insightful analysis of the IA market, competitive landscape, products, innovation, as well as market, business and servicing trends and challenges.

View all reports »

Our Customers

American Eagle Financial Credit Union
Chime Solutions
DeVry University
Peakspan logo
Toyota Financial Services logo
Trex logo

About DMG

Who are we?

  • Experts in contact center and back office
  • Leaders in industry research and consulting
  • Extensive experience in management, operations and technology
  • Decades of project management experience
  • Woman-owned

How do we help?

  • Strategic goals
  • Operational analysis
  • Functional improvement
  • Technical experience
  • Fiscal responsibility