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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.

2024 Workforce Management for the Enterprise in the Digital Era

This report provides an insightful analysis of the contemporary WFM market, competitive landscape, product suites, and the business, market, and technology trends and challenges confronting contact centers in light of complex omnichannel operating environments, rising CX requirements, workforce expectations, and market innovation that is being driven by AI.

Price: $4,150

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

2023-2024 Contact Center as a Service Product and Market Report

This report analyzes 7 leading and contending vendors: Cisco, Five9, LiveVox, NICE, Odigo, Puzzel, and UJET. Contact center, IT, and enterprise leaders can use this report to identify the right platform, functionality, and partner to meet their organization’s current and future CCaaS needs.

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

2023 – 2024 Real-Time Guidance Product and Market Report

This report analyzes the emerging RTG market, vendors, and products. This Report provides a comprehensive and insightful analysis of the RTG market, competitive landscape, products, and upcoming innovations, as well as market, business, and technology trends and challenges for this essential application.

Price: $4,500

2023-2024 Interaction Analytics for the Enterprise Report

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

Price: $4,500

2023 Contact Center Workforce Engagement Management Market Share Report

This report provides an authoritative analysis of revenue, market share, and performance for the estimated 36 worldwide WEM suite vendors in calendar year 2022, based on DMG Consulting’s in-depth coverage of this market for the past two decades.

Price: $4,500

2023 Contact Center as a Service Worldwide Market Share Report

This report provides insights into the market’s performance in calendar year 2022 and provides a detailed analysis of the seat and revenue activity of 21 leading and contending CCaaS competitors.

Price: $4,500

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: $4,500

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: $4,500

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: $4,500

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: $4,500

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: $4,500

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: $4,500

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: $4,500

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: $4,500

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: $4,500

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: $4,500