Who is DMG?

DMG Consulting LLC advises enterprises, vendors and the financial community on all aspects of building, acquiring, operating, optimizing and investing in contact centers, to enhance their enabling technologies and the customer experience (CX). A leader in vendor-agnostic research and consulting, DMG is the only firm whose expertise spans operations and technology. DMG is the primary source for market activity and revenue data and analysis for contact center IT segments.

It publishes annual in-depth reports on contact center and back-office industry sectors, including cloud-based contact center infrastructure (contact center as a service, CCaaS), digital customer service, intelligent virtual agents, interaction analytics, robotic process automation (RPA), workforce management (WFM), workforce optimization (WFO) and more. These reports provide the accurate market share, trend identification, growth predictions, functional capabilities and pricing information DMG’s global clients rely on to make critical business decisions.