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DMG Consulting Releases Three Reports to Help Technology Users Understand Markets and Make Buying Decisions

DMG Consulting Releases Three Reports to Help Technology Users Understand Markets and Make Buying Decisions



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

What:     Releases 2011 – 2012 Speech Analytics Product and Market Report, 2011 – 2012 Desktop Analytics Product and Market Report and 2011 – 2012 Hosted Contact Center Infrastructure Market Report.

When:   Today, 17 January 2012

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 announced the release of three reports designed to help technology and business leaders understand various markets, evaluate leading and contending vendors, and make informed purchasing decisions for their businesses.

  • The 2011 – 2012 Speech Analytics Product and Market Report explains speech analytics’ value proposition, benefits and uses. It analyzes 13 vendors, explores market trends and challenges, and helps identify appropriate acquisition models to meet an enterprise’s current and future speech analytics needs. The speech analytics market hit its stride in 2010. Despite a weak economy, this technology sector has continued to pick up momentum and grow due to the quantifiable benefits that companies are realizing from these solutions. The number of speech analytics implementations increased by 22% between 2009 and 2010, on top of growth rates in the prior three years of 39%, 50% and 106%, respectively. Today, more companies than ever are realizing tremendous returns from these compelling solutions, which are drawing the interest of business and IT leaders because of their ability to improve the customer experience while reducing costs. read the abstract.
  • The 2011 – 2012 Desktop Analytics Product and Market Report defines desktop analytics (DA) and presents an in-depth analysis of trends, challenges, capabilities and uses. It examines the offerings of the leading and contending vendors and helps users understand how they can utilize DA to help employees get their tasks done right the first time. DA solutions are the “new kid on the block”, having been used in a meaningful way in contact centers and back-office operations for only the past few years. Today, DA is a sophisticated process analytics and automation solution that is rapidly becoming strategic because it addresses three key operational challenges: capturing, measuring and analyzing all agent and back-office desktop activities (activity tracking); providing real-time guidance; and enabling process automation and workflow. In 2009, DMG estimated there were 360 DA implementations with 350,000 seats in use in contact centers. As of the end of December 2010, there were an estimated 487 DA implementations and 946,000 seats (including contact center and back-office operating groups), a 170% increase in DA seats between 2008 and 2010. During the next three years, DMG expects to see a push in the area of real-time guidance and next-best action, capabilities enabled by DA functionality. As a result, DMG expects adoption of DA to continue to be strong. read the abstract .
  • The 2011 – 2012 Hosted Contact Center Infrastructure Market Report explores the uses and benefits of the hosted technology model and identifies best practices to help users determine if cloud-based solutions are appropriate for their organization. Momentum for hosted contact center infrastructure solutions is strong, growing by an impressive 42.4% between 2009 and 2010 on top of the already rapid growth rate of 26.3% between 2008 and 2009. Cloud-based contact center infrastructure vendors continue to improve system performance and scalability and make significant investments in product enhancements and new functionality to come closer to functional parity with the premise-based leaders. read the abstract .

“DMG’s mission is to help enterprises realize the greatest benefits from their contact center and back-office operating areas. To achieve this goal, DMG provides users with the most independent, comprehensive and fact-based research about contact center, back-office and analytics applications, and best practices so that they can acquire the right solutions and partners,” said Donna Fluss, President of DMG Consulting. “The new year is an ideal time for IT and business leaders to evaluate their front and back-office operations, and DMG has done the legwork so they can make the best decisions to most effectively achieve their goals.”

To learn more about any of these reports,or to speak with DMG Consulting regarding the findings, visit, or email Deborah Navarra at or 516-628-1098.

About DMG Consulting LLC

DMG Consulting LLC is an 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 centers and back offices 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 segments of the contact center market, including: Quality Management/Liability Recording, Speech Analytics, Performance Management, Surveying/Feedback, Workforce Management, Contact Center Outsourcing, Hosted Contact Center Infrastructure Solutions, Interactive Voice Response Systems, Unified Communications and Outbound Dialing Solutions. For more information, visit