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DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report


State of the art self-service and compelling benefits that transcend verticals

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

What:    Releases 2018 Intelligent Virtual Agent Product and Market Report

When:    Today, 8 August 2018

Where:   Available at the DMG Consulting online store


DMG Consulting LLCa leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2018 Intelligent Virtual Agent Product and Market Report. This Report covers all aspects of this emerging IT sector, which is building  momentum because of its compelling business benefits for enterprises, contact centers and customers.

Recent advancements in AI technology, along with consumer preferences for self-service options in digital channels, are driving interest in and adoption of IVAs. IVAs utilize various technologies to handle each interaction: natural language processing (NLP)/natural language understanding (NLU), voice biometrics, predictive analytics, visual interactive voice response (IVR), omni-channel surveying, speech and text analytics, customer journey analytics, computer telephony integration, and other tools, to offer a new generation of “concierge-type” service. The benefits of IVAs transcend verticals: they can serve as personal shoppers, ensure compliance with healthcare protocols, book reservations or schedule appointments, assist with financial transactions, and much more.

“Today’s IVAs are getting ‘smarter,’ thanks to increasing use of machine learning, which enables IVAs to ’learn’ from past interactions to improve their understanding of customers’ individual preferences over time,” said Donna Fluss, President of DMG Consulting. “This results in a highly personalized experience for each and every person who reaches out to, or is contacted by, the organization.”

Today’s leading service environments combine the best of self-service automation with human-assisted elements. IVAs assist agents by providing them with information drawn from knowledge bases, customer profiles and other online sources to optimize and personalize each customer interaction, allowing them to make the most of each service and sales opportunity. For businesses, the bottom-line benefits of IVAs are compelling; even a small increase in automation utilization rates can both improve the customer experience and net millions in savings per year.

DMG covers emerging contact center trends and IT sectors that are likely to have a lasting impact on the market. The 2018 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions. It covers 5 vendors in detail: [24], Artificial Solutions, Interactions, Omilia and Verint. Inbenta is covered at a higher level.

To learn more about the 2018 Intelligent Virtual Agent Product and Market Report, read the abstract, which includes the table of contents, or email Deborah Navarra at or 516-628-1098. To order your copy of the Report, visit

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 optimization (qality management/recording), workforce management, speech analytics, text analytics, desktop analytics, robotic process automation, customer journey analytics, enterprise feedback management/surveying, performance management, gamification, voice biometrics, cloud-based contact center infrastructure, dialing, interactive voice response systems, intelligent virtual agents, and proactive customer care. For more information, visit

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