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Reports

DMG Consulting is the recognized leading publisher of comprehensive industry research reports covering a range of topics that address: contact center, back-office, artificial intelligence (AI), automation and analytics. Designed to help executives and managers make informed technology purchase decisions and the financial community make effective investment choices, these reports analyze vendors, product capabilities, competitive landscape, market share, projections, ROI, user satisfaction, market trends, etc., as well as provide best practices for optimizing investments.

2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report

This report continues DMG’s comprehensive analysis of all aspects of this dynamic sector. The Report examines the competitive landscape and the business, market and technology trends driving this fast-growing and increasingly vital IT segment.

Price: $3,900

2021 – 2022 Robotic Process Automation Product and Market Report

This report provides an in-depth and timely analysis of the RPA market, competitive landscape, technology, products, functional capabilities, and the servicing and market trends that are driving adoption and innovation.

Price: $4,300

2021 Contact Center Workforce Optimization Market Share Report

This report analyzes the revenue, market share and performance of the estimated 36 worldwide workforce optimization (WFO) suite vendors for fiscal full-year 2020.

Price: $4,300

2021-2022 Interaction Analytics Product and Market Report

This report features seven vendors who offer an interaction analytics solution as part of a broader WFO offering or as a best-of-breed solution.

Price: $4,300

2020 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report

This report analyzes the thriving worldwide cloud-based contact center infrastructure (CBCCI) IT sector, which includes CCaaS and hosted offerings. This groundbreaking Report delivers comprehensive data on the total worldwide addressable market for CBCCI in 2020.

Price: $4,300

2021–2022 Workforce Management Product and Market Report

This report presents an in-depth analysis of the contact center WFM market, the competitive landscape, vendors, product suites, technology and innovation.

Price: $4,300

Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future

This special edition report is a valuable collection of best practices, innovative technology, agile management practices, work-at-home policies and more.

Price: $4,300

2020-2021 Workforce Optimization Product and Market Report

This report presents an in-depth analysis of the contact center WFO market, trends, competitive landscape, product suites, technology and innovation

Price: $4,300

2020 Workforce Optimization Mid-Year Market Share Report

This report includes a thorough analysis of the impacts of the COVID-19 pandemic on the workforce optimization (WFO) market.

Price: $4,300

2020 – 2021 Intelligent Virtual Agent Product and Market Report

This report provides an in-depth analysis of these solutions, which should become an elemental part of the strategic direction of contact centers and customer service departments.

Price: $4,300

Future Contact Center Outlook, 2025 – 2040

This 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.

Price: $4,300

2020-2021 Digital Customer Service Product and Market Report

This report provides in-depth coverage of the digital servicing market. It analyzes vendors, products, functional capabilities, pricing, as well as market, business and servicing trends and challenges.

Price: $4,300

2019 Call Tracking Product Report

This report provides a thorough and comprehensive analysis of this niche IT sector, which is increasing in importance as a result of the digital transformation that is taking place in organizations around the world.

Price: $4,300

2018 Knowledge Management Product and Market Report

This report thoroughly analyzes this mature yet reemerging IT sector: the vendors, their offerings, the functional capabilities of the knowledge management (KM) solutions, best practices, product pricing, and more.

Price: $4,300

2016 – 2017 Outbound Solutions Product and Market Report

This report analyzes the competitive landscape and provides insights into customer satisfaction with vendors, and presents implementation best practices to help users realize the greatest continuing return on their technology investments.

Price: $4,300