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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.

DMG logo

DMG is…

  • Experts in contact center and back office
  • Leaders in industry research and consulting
  • Extensive experience in management, operations and technology
  • Decades of project management experience
  • Woman-owned

How do we help clients?

Analysis graphic
  • – – – – Strategic goals – – – –
  • – – – – Operational analysis – – – –
  • – – – – Functional improvement – – – –
  • – – – – Technical expertise – – – –
  • – – – – Fiscal responsibility – – – –

Why work with us?

Leaders attract leaders

  • Successfully project market direction
  • Deep strategic, operational and technical contact center and back office expertise
  • Most trusted, published and quoted contact center industry analyst
  • Respected industry visionary
  • Trusted advisor to investors
  • First to identify industry trends
  • Customizes vendor and go-to-market strategies

What it means to be a leader

10,000 hours
dedicated annually to research

200-500 page
in-depth reports

Known for
accurate projections

Non pay-for-play
industry research

The Senior DMG Team

Photo of Donna Fluss

Donna Fluss
Founder and President

Deborah Navarra
Senior Consultant and Analyst

Jana Benetti
Senior Consultant and Analyst

Sam Brown
Senior Financial Analyst and Consultant

Randy Brewton
Chief Architect

Karen Eisenberg
Senior Editor and Content Specialist

Chris Detmer
Senior Web Developer