Skip to content

Showing all 17 results

Filter»

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.

2023 – 2024 Enterprise Workforce Management Product and Market Report

This report provides an insightful analysis of today’s WFM market, competitive landscape, product suites, and the business, market, and technology trends and challenges confronting contact centers given increasingly complex contact center operating environments, workforce expectations, and a recessionary economy.

Price: $4,300

CX for the 21st Century

This Report reviews the various roles that impact the customer experience and provides a framework for the strategy, practices, and engagement with consumers (or constituents) across the entire customer journey.

Price: $4,300

2022-2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market Report

This report explores today’s WFO/WEM market, its current trends and challenges, competitive landscape, product suites, increasingly sophisticated technology, and the wave of innovation that is propelling these valuable solutions into the future.

Price: $4,300

2022–2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report

This report evaluates all aspects of the CBCCI/CCaaS market and analyzes 11 leading and contending vendors: 8×8, Alvaria, Avaya, Cisco, Five9, LiveVox, NICE CXone, Odigo, Puzzel, Twilio, UJET. Avaya, LiveVox, and Odigo are new participants.

Price: $4,300

2022-2023 Interaction Analytics for the Enterprise Report

This report provides a comprehensive and insightful analysis of the IA market, competitive landscape, products, innovation, as well as market, business and servicing trends and challenges.

Price: $4,300

2022-2023 Knowledge Management for the Enterprise Report

This report examines the competitive landscape, technology, products, functional capabilities, and the business, servicing, and market trends that are driving rapid adoption and game-changing innovation of KM applications.

Price: $4,300

2022 Contact Center Workforce Optimization/Workforce Engagement Management Market Share Report

This report analyzes the revenue, market share, and execution of the estimated 36 worldwide workforce optimization (WFO)/workforce engagement management (WEM) suite vendors for fiscal full-year 2021.

Price: $4,300

2022 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report

This Report provides in-depth analysis of the market trends in the rapidly transforming and dynamic cloud-based contact center infrastructure sector. Flexibility and adaptability are fueling waves of innovation throughout the contact center software market.

Price: $4,300

2022–2023 AI-Enabled Self-Service for the Enterprise Report

The Report provides an in-depth analysis of the capabilities and versatility of AI-based IVAs and VAs and their contributions to enterprises and their customers.

Price: $4,300

The State of Artificial Intelligence in Contact Centers

This report analyzes 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.

Price: $4,300

2021 Workforce Optimization / Workforce Engagement Management Mid-Year Market Share Report

This report provides a thorough review of this vital technology sector. The Report delivers a detailed analysis of the revenue, market share and performance of this market and its competitors.

Price: $4,300

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

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

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

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