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.
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.
Latest Research Reports
2019 Workforce Optimization Mid-Year Market Share Report
For the past 15 years, DMG’s Workforce Optimization Mid-Year Market Share Report has been a valued and trusted resource for members of the financial community. The Report presents a detailed analysis of the financial performance of the WFO market and its approximately 38 suite vendors during the first half of 2019. The Report compares first-half 2019 performance to the same period in 2018.
2019 – 2020 Robotic Process Automation Product and Market Report
The 2019 – 2020 Robotic Process Automation Product and Market Report provides in-depth analysis of this market, including comprehensive coverage of the competitive landscape, vendors and offerings. The detailed product comparisons and analyses presented in the Report are intended to assist companies in identifying and selecting the right RPA solutions to meet their current and future needs.
Top Free Research
Cloud-Based Contact Center Infrastructure Selection Decision Framework (whitepaper)
All contact center infrastructure solutions are NOT created equal, and the differences are quickly becoming apparent as a new generation of cloud-based omni-channel ACDs and dialers come to market. Use this decision framework to appreciate the essential characteristics of a cloud-based contact center infrastructure solution and vendor, and determine if it’s time for your company to find a new partner.
Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line (whitepaper)
AQM is an ideal application for companies undergoing a digital transformation. It “listens” and/or “reads” up to 100% of all interactions, enabling leaders to use this business intelligence to improve quality and productivity throughout the enterprise. AQM should become a standard component of quality, voice-of-the-customer/employee (VOC/E) and customer journey initiatives, given the high value of data it delivers.