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

2022 – 2023 Knowledge Management for the Enterprise Report

This report examines the competitive landscape, technology, products, functional capabilities, and the business, servicing, and market trends that are driving rapid adoption and game-changing innovation of KM applications.

2022 Contact Center Workforce Optimization/Workforce Engagement Management Market Share Report

This report analyzes the revenue, market share, and execution of the estimated 36 worldwide workforce optimization (WFO)/workforce engagement management (WEM) suite vendors for fiscal full-year 2021.

2022 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report

This Report provides in-depth analysis of the market trends in the rapidly transforming and dynamic cloud-based contact center infrastructure sector. Flexibility and adaptability are fueling waves of innovation...

View all reports »

Our Customers

American Eagle Financial Credit Union
Chime Solutions
DeVry University
Peakspan logo
Toyota Financial Services logo
Trex logo
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A testament to the great job you did.

We don’t often receive unsolicited fan mail on our Webcasts. It’s a testament to the great job you did. Thanks!

Steve Gershik

Group Manager, Marketing - Nuance

Outstanding, creative and very compelling

I’ve had the pleasure of working with Donna on many webinars during the past two years – all of which were a huge success. Donna’s name and reputation as a leader in the CRM industry attract a large and highly qualified audience. She is an outstanding, creative and very compelling presenter who always receives high ratings and compliments from the audience.

Sheri Greenhaus

Managing Partner - CRMxchange

We are delighted

Thank you very much for your Customer Experience Management presentation (here in South Africa). It was extremely well received and we are delighted with the executive-level turnout.

Alison Beaumont

Marketing Manager - Dimension Data

Truly an honor…

Thank you very much for taking the time to speak to us at our Sales Kickoff meeting. It was truly an honor to have you join us. Your insight to the industry is just what we needed to set our course.

Terry Chandler

Sales Manager - Reseller

Exactly what I need.

Thank you for the Cloud-Based Contact Center Infrastructure Market report. One word that best describes it is WOW! The report is the answer to all my questions. It is beneficial to have both the summary and when needed, the detail. Looking at the report, I have found exactly what I need. This report is well worth the cost. We will be able to use this for future reference as well. As always, your quality of work exceeds expectations. Thanks again!

Mary Ann Murphy

Director, Information Technology - Trex

About DMG

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