***MEDIA ALERT***

DMG Consulting Releases 2022 – 2023 Interaction Analytics for the Enterprise Report

Expanded utilization in enterprise-wide activities, applications and AI initiatives  

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

What: Releases 2022 – 2023 Interaction Analytics for the Enterprise report 

When:  Today, 21 September 2022

Where: Available at the DMG Consulting online store

Background: 

DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services, today released its 2022 – 2023 Interaction Analytics for the Enterprise report. This edition of the Report, formerly the Interaction Analytics Product and Market Report, has been renamed to reflect its exploration of the broadening and growing contributions and value of these solutions as IA technology is embedded into third-party applications and adoption extends throughout organizations.

Now in its 20th year, the IA market is thriving and is expected to continue to grow rapidly. Historical speech analytics is considered essential in many contact centers, and text analytics is delivering critical insights into the burgeoning volume of text-based interactions. For contact centers that employ work-at-home (WAH) agents, IA is mission-critical as it gives supervisors visibility into all of their agents’ interactions, regardless of location. The uses of IA are growing enterprise wide as the current generation of IA solutions is effective at capturing, identifying, and delivering actionable insights into the customer and employee experience. The benefits of IA solutions will expand even further as the underlying technology is embedded into third-party applications.

Real-time analytics, the underlying technology that powers real-time guidance (RTG) and next-best-action (NBA) solutions, is critical to the future of contact centers. Recent innovations in the area of natural language processing (NLP) and the cloud have made real-time features viable for front-line contact center employees.  Real-time solutions position agents to optimize their performance by giving them alerts, tips, best practices, scripts, knowledge articles, and other guidance they need to achieve the best outcome for each transaction. “Real-time solutions are game-changers for improving performance,” said Donna Fluss, President of DMG Consulting. “RTG and NBA capabilities reduce agent onboarding time, improve productivity, increase sales and collections, and greatly enhance the CX.” 

The outlook for the IA market is very positive. Less than half of contact center seats are estimated to be equipped with IA functionality. In addition to this large opportunity, the value and benefits of IA increase when it is applied as an enterprise business intelligence (BI) solution to provide a broad view of the customer journey. While this IT segment has reached an important maturity milestone, the opportunities and uses for it are just getting started. DMG expects the number of seats in the IA market to increase by 11.5% in 2022, 10% in the next three years, 2023 – 2025, and 9% in 2026.

The 2022 – 2023 Interaction Analytics for the Enterprise report features six vendors who offer an interaction analytics solution as part of a broader WFO/WEM offering or as a best-of-breed solution. These vendors are: Calabrio, NICE, OnviSource, Sestek, Verint, and Xdroid. Three real-time guidance vendors, ASAPP, Balto, and Cresta, are covered at a higher level. To learn more about the 2022 – 2023 Interaction Analytics for the Enterprise 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 dmgconsult.com

About DMG Consulting LLC 

DMG Consulting LLC provides expert guidance, industry reports and primary research that guide the critical decisions made by businesses, technology providers and investors in the dynamic and rapidly transforming contact center and back-office markets. Driving the strategic direction of the customer experience (CX) is at the core of DMG’s extensive consultation and collaboration with executives, leaders and industry innovators. DMG’s methodologies and in-depth understanding of people, process and technology create outstanding business outcomes and position organizations to deliver the next generation of customer and contact center experiences in an AI-driven digital world. Learn more at dmgconsult.com

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