DMG Consulting Releases 2012-2013 Social Media Customer Service/Contact Center Product and Best Practices Market Report

1/30/2013

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services

What: Releases 2012 Cloud-Based Contact Center Infrastructure Market Report

When: Today, 30 January 2013

Where: Available at the DMG Consulting online store:

Background:

DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2012-2013 Social Media Customer Service/Contact Center Product and Best Practices Market Report. This Report, the only one of its kind in the market, offers an inside look at the fast-moving world of social customer care and the urgent need for enterprises to provide customer service via social platforms.

The 2012-2013 Social Media Customer Service/Contact Center Product and Best Practices Market Report:

Explores the thinking behind social customer care strategies and the urgency for companies to act
Delivers a framework and guidelines for incorporating social media into an enterprise customer service/contact center environment, including required technical components, administrative tools, servicing functionality and management applications
Presents best practices, KPIs and key metrics for building and running an effective social media servicing environment
Reviews ways to address security and data protection concerns
Analyzes the vendor landscape and available solutions

“Social media is forcing companies to rethink their servicing strategies to accommodate and leverage the reality of social media,” said Donna Fluss, President of DMG Consulting. “Now is the time to take social media seriously. This Report is the go-to guide for companies that want to understand the social media customer care opportunity and how to build a strategy and organization to address this new servicing challenge.”

DMG predicts that the volume of service-oriented social media interactions will surpass phone calls in contact centers in the next five years. Despite this market direction, many companies continue to resist building a social media servicing strategy and technology infrastructure, and will not take action until a customer backlash occurs.

“Unfortunately, we expect about 80% of organizations to under-invest in the area of social customer care in the next couple of years. But those that use this Report to build a social media servicing organization and infrastructure will have a strategic and cost advantage over their lagging competitors,” added Fluss.

The 2012-1013 Social Media Customer Service/Contact Center Product and Best Practices Market Report provides tangible, actionable advice for organizations considering or ready to embrace the use of social media for customer service. The Report highlights many emerging industry best practices, as well as social media applications from Avaya, Cisco and Interactive Intelligence for universal queuing functionality; Lithium for CRM capabilities; and NICE and Verint for text analytics.

To learn more about the 2012-2013 Social Media Customer Service/Contact Center Product and Best Practices Market Report,, read the abstract , and the table of contents. To order your copy, visit www.dmgconsult.com, or email Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098.

About DMG Consulting LLC

DMG Consulting LLC is an advisory and consulting firm specializing in contact centers, back-office and real-time analytics. We are a strategic advisor to end users and vendors, large and small, and the financial community. Our mission is to help our clients build world-class contact centers by leveraging technology, process and people. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: Workforce Optimization (WFO, Quality Management/Liability Recording), Speech Analytics, Text Analytics, Desktop Analytics, Performance Management, Surveying/Voice of the Customer, Workforce Management, Cloud-Based Contact Center Infrastructure Solutions, Interactive Voice Response Systems, Unified Communications and Outbound Dialing Solutions. For more information, visit www.dmgconsult.com.