Contact Center and Back Office Research and Consulting Services
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
This report analyzes the revenue, market share and performance of the estimated 36 worldwide workforce optimization (WFO) suite vendors for fiscal full-year 2020.
This report features seven vendors who offer an interaction analytics solution as part of a broader WFO offering or as a best-of-breed solution.
This report analyzes the thriving worldwide cloud-based contact center infrastructure (CBCCI) IT sector, which includes CCaaS and hosted offerings. This groundbreaking Report delivers comprehensive data on the total...
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!
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.
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.
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.
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
- How should remote agents move from new hire training to a contact center team?
- Current Status of Speech (and Text) Analytics
- Supreme Court Ruling Affects the Future of Outbound Dialing
- What is the difference between a named and a concurrent contact center seat license?
- The Argument for Contact Center Digital Transformation
- DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report
- DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report
- DMG Consulting Releases New Report on Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future
- DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report