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DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report


Foundational component of next-gen, digitally transformed service organizations

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 Intelligent Virtual Agent Product and Market Report

When:    Today, 23 May 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 Intelligent Virtual Agent Product and Market Report. The Report provides an in-depth analysis of these artificial intelligence (AI)-enabled solutions, which are playing an increasingly influential role in the digital transformation and future of service organizations.

AI is playing an increasingly influential role in today’s world. It provides the game-changing innovation that is opening doors to unlimited new possibilities in many fields. As customer demand for outstanding and personalized service increases, so does the cost of delivering it. The current generation of IVAs, which use AI, machine learning, natural language understanding (NLU) and natural language processing (NLP), can help enterprises cut costs, make it easier for customers to conduct business, and improve the experience for everyone involved. IVAs can also take on and automate many of the tasks that are performed by agents today, and can improve productivity by reducing dependence on agent-assisted service. When an interaction requires human assistance, IVAs function as virtual coaches and provide agents with context-based guidance by accessing information from knowledge bases, FAQs, intranets and other data repositories, as needed.

“AI and automation technologies are already being used as enablers of digital transformations in many businesses, and the potential benefits are massive,” said Donna Fluss, President of DMG Consulting. “IVA solutions should be an integral part of a forward-thinking enterprise strategy to put customers’ needs front and center, at the forefront of a company’s service priorities.”

Companies that transition to IVA technology are benefitting from an array of sophisticated AI-based capabilities and intelligent augmentation. IVAs are being deployed to support transactions in retail, healthcare, customer service, and innumerable other areas of business. A common thread is that IVAs are being used to support omni-channel (voice and digital) interactions; they enable seamless migration between channels while retaining the context of the interaction throughout the process, so the service experience is accurate and consistent. Businesses that do not get on board with these technologies will be at a strategic disadvantage.

The 2019-2020 Intelligent Virtual Agent Product and Market Report provides a comprehensive  analysis of this developing IT sector, including the competitive landscape, technology, products, functional capabilities, and the servicing and market trends that are driving adoption and innovation. The Report covers 7 vendors who offer solutions that address service, contact center, back-office and other enterprise uses: Artificial Solutions, Botanic Technologies,, Genesys, Inference Solutions, Omilia and Verint. Botanic Technologies and are covered at a high level.

To learn more about the 2019-2020 Intelligent Virtual Agent Product and Market Report, read the abstract, which includes 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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