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DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040


5 to 20 year vision and projected actions to achieve the future state

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

What:   Releases Future Contact Center Outlook, 2025 – 2040

When:    Today, 3 March 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 Future Contact Center Outlook 2025 – 2040. The Report presents a long-term 5- to 20-year vision for the AI-enabled contact center of the future and includes projections that lay out the actions required for organizations to achieve the future state. 

Enterprises are looking to the future and are trying to ensure their viability in a rapidly changing world of technology and automation. The digital transformation taking place in many organizations throughout the world is changing the way business is conducted. Companies are making long-overdue improvements to their technology and pushing forward with innovative uses for automation throughout the enterprise.

The focus of much of the investment in service today is artificial intelligence (AI) and automation initiatives. These concepts have been in the market for years, but AI is actually still in its infancy, although the AI tools available today are substantially better than the those of the past. There have also been major improvements in processing power and the availability of massive data repositories for AI tools to draw on for their “knowledge.” “As AI and new automation tools enter the market, they are going to drive a wave of change in how service is perceived and delivered by companies,” said Donna Fluss, President of DMG Consulting. “The process of change, combined with the digital transformation, will improve the customer journey and enhance the customer and agent experience while reducing costs.”

The Report focuses on three pillars of contact center technology: infrastructure, customer relationship management (CRM) and workforce optimization (WFO), as well as many of the systems and applications that fall into these categories. The target audience of the Report are enterprise, CX and contact center leaders responsible for planning the future of the customer service/contact center department; this includes customer experience officers, contact center executives and management, chief operating officers, chief marketing officers, chief strategy officers, the head of digital transformation, the AI leadership, the head of automation, and other decision-makers. The Report provides projections and guidance that will help these business leaders deliver on the promise of automation and innovation to achieve the vision of the contact center of the future. To learn more about the Report, read the full abstract, including the table of contents. To order, 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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