Contact Center and Back Office Research and Consulting 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.
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We help technology and solution providers develop, position and deliver groundbreaking products and services that yield real competitive advantage.
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We deliver comprehensive market, company and product evaluations that help investment organizations select the right public and private companies to invest in.
Latest Research Reports
2020-2021 Interaction Analytics Product and Market Report
The 2020-2021 Interaction Analytics Product and Market Report provides an in-depth analysis of the IA market, the competitive landscape, product innovation, as well as business and servicing trends and challenges. It closely examines market activity and presents 5-year market projections. The Report also examines customer satisfaction with vendors, products and pricing and offers implementation best practices to help users succeed with their IA initiatives.
2020 Contact Center Workforce Optimization Market Share Report
DMG’s 17th annual edition of the Contact Center Workforce Optimization Market Share Report addresses revenue for fiscal 2019 and provides a rigorous and insightful analysis of the financial performance of the leading and contending WFO suite providers, applications and sectors. It presents the most detailed and accurate coverage of WFO market activity, including a close examination of the vendors’ performance and 5-year trends for this vital technology sector.
Top Free Research
Interaction Analytics: An Enterprise Vision and Practical Applications (whitepaper)
IA is an ideal enterprise solution because it helps many departments deliver a more personalized customer experience by using direct customer feedback. IA captures customer information in many channels and touchpoints, giving companies insights into the CX throughout the journey. As we move toward a more technologically driven and digital world, companies need solutions like IA that intelligently automate work activities and tasks, and perform them accurately, cost effectively, and in a value-enhancing manner.
Contact Centers Post COVID-19 (whitepaper)
As the coronavirus pandemic recedes and states begin the process of opening up their economies and businesses, it’s time to transition from emergency response mode to a “new normal.” This white paper will help you create a roadmap to succeed in the post-COVID-19 era by creating a “new normal” for your contact centers that enables your organization to deliver an outstanding customer experience in a cost-effective manner.