*** MEDIA ALERT ***
DMG Consulting Releases 2025 – 2026 Conversation Analytics for the Enterprise Report
Connective Framework for the Modern CX Ecosystem
Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services
What: Releases 2025 – 2026Conversation Analytics for the Enterprise Report
When: Today, 14 August 2025
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 2025 – 2026 Conversation Analytics for the Enterprise report. This edition marks DMG Consulting LLC’s 20th annual publication, highlighting conversation analytics as a foundational pillar of contact center infrastructure and a key driver of modern enterprise operations.
Conversation analytics (CA) has evolved beyond its traditional role as a reactive and retrospective tool delivering historical customer insights into a strategic and essential enterprise artificial intelligence (AI) component. By transforming unstructured interaction data into actionable intelligence, CA lays the groundwork for large language models (LLMs), generative AI (GenAI), and agentic AI-enabled systems to operate with context, coherence, and purpose. Its real-time ability to capture and understand intent, sentiment, and behavior drives automation and personalization. CA no longer works in isolation as a standalone solution; it has become the connective tissue between the customer and employee experience (CX/EX), and AI and a foundational building block shaping the future of intelligent, context-driven engagement.
CA is converging with GenAI and agentic AI to transform and automate many traditional contact center tasks and processes. It’s elevating quality management (QM) from a periodic historical exercise into a tool that continuously assesses both human and bot performance. CA enables real-time guidance to empower agents and other employees to execute their roles more accurately, efficiently, quickly, and in compliance with regulations, enhancing the CX while reducing operating costs. It automates next-best-actions and follow-up activities, accelerating inquiry resolution and positively enhancing brand perception, EX, and productivity. CA triggers the use of predictive analytics, positioning enterprises to better anticipate customer needs, prevent escalations, increase sales, and drive smarter decisions, altering the dynamics of contact centers and other service organizations.
As enterprises create their future AI and CX strategies and roadmaps, CA should be used to bridge the gap between customer interaction data and meaningful outcomes. CA will be instrumental in providing the connection between insights and orchestration, enabling organizations to translate and convert customer conversations into intelligent real-time and proactive actions and personalized experiences. “CA should no longer be treated as a standalone product owned by the contact center,” said Donna Fluss, President of DMG Consulting. “It is intrinsically tied to AI enablement and should be viewed and managed as an enterprise-wide capability aligned with long-term value creation.”
The 2025 – 2026 Conversation Analytics for the Enterprise report explores the underlying pivotal role of innovative AI technologies in CA and its diverse applications in contact centers and service-related environments. It examines three critical areas: enhancing the CX through real-time insights, multimodal analytics, and personalization; transforming the EX via advanced analytics and automation; and optimizing business applications to achieve successful outcomes. The report features seven vendors who offer conversation analytics: Calabrio, CallMiner, NiCE, OnviSource, SESTEK, Verint, and Xdroid. These providers offer conversation analytics solutions as part of broader contact center platforms or as best-of-breed offerings. evaluagent is also covered at a higher level.To learn more about the 2025 – 2026 Conversation Analytics for the Enterprise report, visit dmgconsult.com, or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order your copy of the Report, visit dmgconsult.com.
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