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DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report


Expanded coverage driven by demand for omni-channel and customer journey analytics

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

What:    Releases 2019 – 2020 Contact Center  Analytics Product and Market Report

When:    Today, 28 August 2019

Where:   Available at the DMG Consulting online store


DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2019 – 2020 Contact Center  Analytics Product and Market Report.

DMG’s expanded coverage of the interaction (speech and text) analytics and customer journey analytics sectors underscores enterprises’ need for solutions to help them analyze customer interactions in their increasingly omni-channel environments and obtain a comprehensive view of what transpires between customers and organizations at all touchpoints.

An essential part of the digital transformation occurring in enterprises today is the growing number of channels in which customers are communicating. Speech and text analytics solutions (collectively known as interaction analytics (IA)) provide a consistent method for structuring and mining customer data across all voice and digital interactions. The goal is to obtain a consolidated view of what transpires between customers and organizations at all touchpoints and to share these findings throughout the enterprise. This is where CJA comes into play.

“Interaction analytics finds patterns by individual customer or agent, as well as for contact centers, other departments, and for the organization overall,” said Donna Fluss, President of DMG Consulting. “CJA solutions allow businesses to leverage insights and intelligence from interaction analytics and other enterprise systems to identify and deliver relevant and personalized communications and recommendations to drive an enhanced customer experience.”

Sales of interaction analytics, including new sites and geographies and replacement solutions, are expected to pick up momentum over the next few years, as long as the economy remains strong. DMG expects the number of IA seats to increase by 12% in 2019, 11% in 2020, 10% in both 2021 and 2022, and 9% in 2023. The real-time speech analytics market has seen its first sustained adoption cycle beginning in 2019, driven by the need for input into third-party applications and immediate feedback to improve the customer experience. CJA, still in its infancy, will likely grow at a steady pace, benefiting from executives’ interest in improving the customer experience and enterprise productivity.

The 2019-2020 edition of the Report features 8 leading and contending vendors who provide interaction analytics and/or CJA applications as part of a broader workforce optimization (WFO) offering or as a best-of-breed solution. These vendors are: Calabrio, CallMiner, NICE, Pointillist, Sestek, Verint, Voci and Xdroid. Two other vendors, Allo-Media and VoiceBase, are covered at a higher level. To learn more about the 2019 – 2020 Contact Center Analytics Product and Market Report, read the abstract and the table of contents, or contact 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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