Showing all 12 resultsSorted by latest
Reports
- DMG Consulting produces the ONLY comprehensive technology product and market reports to help contact center and IT leaders select the right systems.
- DMG’s product reports help organizations understand how AI and GenAI improve contact center technology and operations.
- These reports save companies hundreds of hours in the RFP and selection process.
- Each product report contains 100+ RFP questions and responses from leading and contending vendors and compares the findings in side-by-side analyses.
- All vendor responses are validated by DMG’s team of leading contact center, AI, GenAI, and automation technology experts via in-depth live product demonstrations.
- DMG Consulting’s market share reports, intended for vendors and financial analysts, are the primary source of market activity and vendor performance.
- DMG also publishes a special report each year on the megatrends currently impacting the contact center technology market.
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2025 – 2026 Knowledge Management for the AI-Enabled Enterprise
This report examines the KM market, competitive landscape, technology, products, functional capabilities, and the business, servicing, and market trends driving adoption and innovation. It features five leading KM vendors — KMS Lighthouse, Knowmax, livepro, NiCE, and Shelf — whose solutions span customer-facing, agent-facing, and enterprise-wide use cases.
$4,500.00 -
2025 Agentic AI: Redefining CX Automation Report
This report provides a fact-based and pragmatic approach to understanding agentic AI and its relevance to contact center and customer service operations.
$4,500.00 -
2025 – 2026 Contact Center as a Service Product and Market Report
This report examines the CCaaS market, competitive landscape, technology, products, functional capabilities, and the business, servicing, and market trends driving adoption and innovation.
$4,500.00 -
2025-2026 Conversation Analytics for the Enterprise
This report explores the underlying pivotal role of innovative artificial intelligence (AI) technologies in conversation analytics (CA) and its diverse applications in contact centers and service-related environments.
$4,500.00 -
2025 Contact Center as a Service Worldwide Market Share Report
This report provides an insightful analysis of the highly competitive contact center as a service (CCaaS) market, a rapidly changing segment driven by artificial intelligence (AI).
$4,500.00 -
2025–2026 Conversational AI Solutions for the Enterprise
This report examines the CAI market, competitive landscape, technology, products, functional capabilities, and the business, servicing, and market trends that are driving adoption and innovation. The Report features six vendors who offer conversational AI platforms to address service- and contact center-related functions: Cognigy, IntelePeer, SESTEK, Teneo, UJET, and Verint Systems.
$4,500.00 -
2025 Workforce Management for the Enterprise
This report examines the WFM market, competitive landscape, technology, products, functional capabilities, and the business, servicing, and market trends driving adoption and innovation.
$4,500.00 -
2025 CX Megatrends and Projections: Charting the Course for Excellence
This report is an executive guide to helping enterprises build a new CX strategy and accompanying technology plan that positions them to meet the servicing needs of increasingly demanding consumers.
$4,500.00 -
2024 Contact Center Workforce Engagement Management Market Share Report
This report analyzes the revenue, market share, and performance of the estimated 35 global workforce engagement management (WEM) suite vendors for fiscal year 2023, based on DMG Consulting’s rigorous coverage of this market for the past two decades.
$4,500.00 -
The AI-Enabled Contact Center Guide
This report is designed to help contact center leaders navigate the complex, confusing, and rapidly changing AI market. The Report concentrates on the strategic, practical, and tactical application of AI in contact centers.
$4,500.00 -
2023-2024 Enterprise Workforce Engagement Management Product and Market Report
This report analyzes 5 leading and contending vendors who are positioned to deliver the WEM platform of the future: Calabrio, Five9, NICE, OnviSource, and Verint. This Report is intended to help contact center, IT, and enterprise leaders select the optimal solutions, technology, functionality, and partner to meet their organization’s current and future WEM requirements.
$4,500.00 -
Generative AI: A New Paradigm for Contact Centers and Customer Service
This report defines generative AI, discusses multiple use cases for this technology in contact center and customer service applications, and describes how it is already being applied to greatly improve performance and benefit customer-facing departments.
$4,500.00