DMG Consulting Releases 2015-2016 Enterprise Feedback Management Product and Market Report

8/24/2015

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

What: Releases 2015-2016 Enterprise Feedback Management Product and Market Report

When: Today, 24 September 2015

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 2015-2016 Enterprise Feedback Management Product and Market Report. This is the first time that DMG has covered the enterprise feedback management (EFM) market in the past five years.

Changing market perception, the growing appreciation of the importance of customer needs, the emergence of new and more real-time technologies, social media and the changing requirements of consumers and employees are among the trends driving a revolution in the world of EFM. Best-of-breed EFM providers are offering innovative approaches to capturing feedback, engaging customers in an ongoing dialog as they traverse their omni-channel journey. And real-time speech and text analytics capabilities are helping organizations take voice of the customer (VoC) programs to the next level by allowing them to react to feedback “in the moment.”

“The world of surveying is changing for better,” said Donna Fluss, President of DMG Consulting LLC. “New technology, combined with innovative approaches for engaging customers in real time are reshaping the EFM market and increasing the benefits and value of these solutions.”

Adoption of EFM is strong and picking up momentum, particularly as the diversity of offerings grows. As of May 2015, DMG estimates that there were 10,356 EFM implementations in the market. There are over 100 competitors, and more are coming into the market, a trend that is expected to continue. The competitive landscape includes stand-alone EFM providers, consulting firms, traditional market research organizations, and others. DMG expects the number of EFM implementations to increase by 16% in 2015, 17% in 2016, and by at least 18% in 2017, 2018 and 2019.

The 2015 – 2016 Enterprise Feedback Management Product and Market Report provides the insights that organization need about EFM trends, challenges, vendors, products, technology, functionality, projections, benefits, return on investment (ROI) and pricing, in order to select the right solution for their business. The report covers six vendors in-depth: Confirmit, CX Group, InMoment, MaritzCX, NICE Systems and Verint Systems. MirrorWave, an emerging competitor, is covered at a higher level.

To learn more about the 2015 – 2016 Enterprise Feedback Management Product and Market Report,, read the abstract and the table of contents, or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order your copy of the Report, visit www.dmgconsult.com.

About DMG Consulting LLC

DMG Consulting LLC is a vendor-independent 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 center and back-office environments 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 Management, Workforce Optimization (WFO, Quality Management/Liability Recording), Speech Analytics, Gamification, Text Analytics, Desktop Analytics, Contact Center Performance Management, Surveying/Voice of the Customer, Cloud-Based Contact Center Infrastructure, Outbound Dialing Solutions, Interactive Voice Response Systems and Unified Communications. For more information, visit www.dmgconsult.com.