Showing all 11 results
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.
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.
Price: $4,150
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.
Price: $4,500
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.
Price: $4,500
2024 – 2025 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 that are driving adoption and innovation.
Price: $4,500
2024 – 2025 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 that are driving adoption and innovation.
Price: $4,500
2024 Contact Center as a Service Worldwide Market Share Report
This report provides a detailed and insightful analysis of the highly competitive contact center as a service (CCaaS) market in calendar year 2023, although several of the vendors operate on a fiscal year.
Price: $4,500
2024-2025 Conversation Analytics for the Digital Era
This report includes 140+ detailed RFP questions and answers to provide the comparisons that contact center and IT leaders need to help them select the conversation analytics application and vendor that’s right for them.
Price: $4,500
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.
Price: $4,500
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.
Price: $4,500
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.
Price: $4,500
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.
Price: $4,500