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DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report

7/23/2020

IA proves essential during COVID-19 for customer insights and employee oversight

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 Interaction Analytics Product and Market Report

When:    Today, 23 July 2020

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 22020 – 2021 Interaction Analytics Product and Market Report. The Report focuses on contact center and service-related uses of interaction (speech and text) analytics. It also  explores the broader uses of interaction analytics throughout enterprises.

The COVID-19 pandemic has reinvigorated the interaction analytics (IA) market. Enterprises around the world have come to appreciate the advantages of these solutions, which capture and analyze voice and digital transactions on a historical, near-real-time and real-time basis. IA solutions provide insights into customers’ needs and wants, as well as their emotions and sentiment. As much of the workforce was forced to relocate to their homes, companies have relied on IA solutions to rapidly identify customer issues so that agents and self-service solutions can be prepared to handle the high volumes of interactions they are receiving. “During the coronavirus crisis, IA was often the only means for companies to know what was happening in their business, how well they were performing, and how customers perceived their brand,” said Donna Fluss President of DMG Consulting. “IA solutions are also being used as oversight tools to keep track of employees’ performance while they are working at home.” 

Vendors are continuing to invest heavily in research and development (R&D) initiatives for IA solutions. Once economies are back on track, adoption of IA is expected to pick up momentum as companies return to embedding these capabilities into their operations, inside and outside of contact centers. Since many of the newer IA solutions are superior to their predecessors, DMG expects to see a major replacement cycle of solutions once the economy is in a position to support it. For these reasons, DMG projects that the growth rate of IA, based on seats, will be 11% in 2020 and 2021 and 10% in each of the following 3 years, 2022 – 2024.

The 2020-2021 edition of the Report features 7 leading and contending vendors who offer IA as a part of a broader workforce optimization (WFO) offering or as a best-of-breed solution. The 7 vendors are: Calabrio, Clarabridge, NICE, OnviSource, Sestek, Verint and Xdroid. An eighth vendor, CallMiner, is covered at a higher level. 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 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 (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 www.dmgconsult.com.

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