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Contact Center and Back Office Research and Consulting Services

Our Services

& Managers

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


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


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

Reports & Publications

2023-2024 Contact Center as a Service Product and Market Report

This report analyzes 7 leading and contending vendors: Cisco, Five9, LiveVox, NICE, Odigo, Puzzel, and UJET. Contact center, IT, and enterprise leaders can use this report to identify...

Generative AI: A New Paradigm for Contact Centers and Customer Service

This report defines generative AI, discusses multiple use cases for this technology in contact center and customer service applications, and describes how it is already being applied to...

2023 – 2024 Real-Time Guidance Product and Market Report

This report analyzes the emerging RTG market, vendors, and products. This Report provides a comprehensive and insightful analysis of the RTG market, competitive landscape, products, and upcoming innovations,...

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