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DMG Consulting Releases 2018 Knowledge Management Product and Market Report

DMG Consulting Releases 2018 Knowledge Management Product and Market Report

5/2/2018

A market revitalized; driven by digital transformation and growing interest in artificial intelligence

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

What:     Releases 2018 Knowledge Management Product and Market Report

When:    Today, 2 May 2018

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 2018 Knowledge Management Product and Market Report. This inaugural knowledge management (KM) report covers all aspects of this resurgent IT sector, which is attracting a great deal of interest because of the digital transformation and growing interest in incorporating artificial intelligence (AI) functionality into contact center solutions.

The KM market has come alive in 2018. AI solutions and many other contact center systems require a source of knowledge, and KM solutions can address this need by providing a single source of “truth.” The new, more flexible and responsive generation of knowledge management solutions fill this need by providing a centralized repository for information gathered from across the enterprise. Today’s knowledge management applications run in the cloud, use the newest database technology, allow delivery of content to different groups of users in a variety of channels, embed content management capabilities to gather and prepare data from unlimited sources, and utilize highly sophisticated and fast search software to deliver information.

The growing interest in KM is attracting new vendors and driving a major round of investment in some of the existing solutions. Vendors are entering the KM market from many different IT sectors, and the opportunities are great for disruptive solutions to transform the world of knowledge management.

“The KM market is in the early stages of transformation, and a great deal of change is expected in the next 3 – 5 years as companies strive to create a single source of knowledge,” said Donna Fluss, President of DMG Consulting. “KM facilitates collaboration among departments, which improves the customer experience. The ability to break down departmental silos and gather information across the enterprise is a game-changer that will benefit the entire organization.”

DMG covers emerging contact center trends and IT sectors that are likely to have a lasting impact on the market. The 2018 Knowledge Management Product and Market Report is the only in-depth analysis of these practical and increasingly essential solutions. The Report analyzes in detail 5 vendors with diverse offerings that address customer service, contact center and other enterprise uses: ComAround, MindTouch, Panviva, Upland Software and Verint Systems.

To learn more about the 2018 Knowledge Management Product and Market Report, read the abstract, which includes the table of contents, or email 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 optimization (quality 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 www.dmgconsult.com.

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