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DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report


Digital-first servicing drives improved CX and brand engagement

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

What:      Releases 2020 – 2021 Digital Customer Service Product and Market Report

When:    Today, 30 September 2020

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 2020 – 2021 Digital Customer Service Product and Market Report. The Report provides a thorough and comprehensive analysis of this emerging sector, which is increasing in importance due to the pandemic, as companies have been forced to re-evaluate the way they deliver service.

The COVID-19 pandemic has accelerated the digital transformation in organizations of all sizes. Part of any digital transformation is to migrate voice-based transactions to digital channels, which facilitates automation of many aspects of the customer service process. Although voice-based support is likely here to stay, it is becoming the contact method of last resort, though still preferred for highly emotional or time-sensitive issues. Taking over dominance of the market is a new generation of artificial intelligence (AI)-enabled, digital-first contact center servicing solutions.

To emerge successfully from the pandemic-driven recession, companies must prioritize delivery of an outstanding customer experience (CX). An essential element in achieving this goal is to make it easy for customers to conduct business by allowing them to interact in their preferred channels, which are increasingly digital. Enterprises are taking steps to revamp their service organizations, allowing customers to interact via enhanced self-service and digital channels, in addition to voice. A unique feature of conversations in the new digital era is that they can start, stop, start and continue when the customer chooses. This asynchronous method of communication is characterized by persistence, which enables a conversation to retain context and history even when it changes channels or even stops for a period of time. This means that customers can have an ongoing dialog with a company, seamlessly across channels, over an extended period of time. 

“Consumers have been showing a preference for using self-service for a number of years,” said Donna Fluss, President of DMG Consulting. “The COVID-19 crisis has forced companies to acknowledge that providing a digital-first approach, starting with IVAs and bots, is beneficial for their business as well as their customers.”

The 2020 – 2021 Digital Customer Service Product and Market Report provides an in-depth analysis of the digital servicing market. It analyzes vendors, products, functional capabilities, pricing, as well as market, business and servicing trends and challenges. It presents information about how these solutions are being used, their benefits, as well as best practices to help companies realize the greatest return from their investments. The Report features 6 vendors: Glia, Helpshift, NICE inContact, LivePerson, Quiq, and RingCentral. To learn more about the 2020 – 2021 Interaction 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 (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

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