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DMG Consulting Releases New Report on The State of Artificial Intelligence in Contact Centers


Driving a new era in the servicing sector

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

What: Releases a Special Report on The State of Artificial Intelligence in Contact Centers 

When: Today, 9 February 2022

Where: Available at the DMG Consulting online store


DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services, today released a special report on The State of Artificial Intelligence in Contact Centers. This one-of-a-kind report analyzes and explains how artificial intelligence (AI) can be applied to transform the customer experience (CX), drive a new era in servicing, and significantly improve the performance of contact centers. The Report provides use cases for AI today and looks ahead to discuss the exciting future of this technology, also analyzing the value proposition and payback for its adoption in each application.

The inclusion of AI technology in contact center and CX solutions is driving the most rapid pace of innovation, improvement and change ever experienced in the service sector. Artificial intelligence has introduced a basic form of human-like understanding and intelligence into self-service solutions and is on its way to delivering practical and quantifiable improvements to many other applications. It is also vital to providing agents with the intelligent tools and automation to empower them to become customer advocates, enriching their jobs and helping to engage and retain them. 

The potential of AI is awe-inspiring, and while these technologies are in their early days, they have already demonstrated their ability to function as a change agent in contact centers, customer service departments, sales organizations and all CX functions. Artificial intelligence, particularly when combined with automation and analytics, has the potential to fuel the generational leap necessary to transition today’s service and sales organizations into the intelligent, sensitive, empathetic and predictive departments that customers everywhere want and expect. “Contact center and other service leaders no longer have a choice of whether they will migrate to AI-based systems and applications,” said Donna Fluss, President of DMG Consulting. “It’s challenging but will be highly rewarding for all companies and organizations that appreciate the importance of delivering an outstanding and personalized experience throughout all touchpoints in each customer journey, cost effectively.”

The contact center market is in the early stages of the AI technology continuum; the vendors are introducing a continuous flow of AI-enabled capabilities while striving to figure out what is possible in the future. This Report on The State of Artificial Intelligence in Contact Centers presents an in-depth review and analysis of how AI is being applied in each of the top 20 contact center solutions, including a discussion of how it enhances each one, current and future use cases, as well as the value proposition and benefits. The Report also provides a maturity model for the service experience in contact centers, looking ahead to the next 15 years. It describes how AI can and should be used, application by application, to enhance contact center performance and provides recommendations and best practices for implementing AI-enabled solutions. The Report offers both strategic and tactical guidance to help companies realize the maximum benefits from their AI initiatives. To learn more about the report, read the full abstract, including the table of contents. To order, visit

About DMG Consulting 

DMG Consulting LLC advises enterprises, vendors and the financial community on all aspects of building, acquiring, operating, optimizing and investing in contact centers, to enhance their enabling technologies and the customer experience (CX). A leader in vendor-agnostic research and consulting, DMG is the only firm whose expertise spans operations and technology. DMG is the primary source for market activity and revenue data and analysis for contact center IT segments. It publishes annual in-depth reports on contact center and back-office industry sectors, including contact center as a service (CCaaS), digital customer service, intelligent virtual agents, interaction analytics, robotic process automation (RPA), workforce management (WFM), workforce optimization (WFO)/workforce engagement management (WEM) and more. These reports provide the accurate market share, trend identification, growth predictions, functional capabilities and pricing information DMG’s global clients rely on to make critical business decisions. Learn more at

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