DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. IA proves essential during COVID-19 for customer insights and employee oversight. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report. An eighth vendor, CallMiner, is covered at a higher level.

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DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. New-gen WFM takes staffing and service optimization to the next level. For more information, visit www.dmgconsult.com. # # #.

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DMG Consulting

OCTOBER 17, 2019

DMG expects the number of IA seats to increase by 12% in 2019, 11% in 2020, 10% in both 2021 and 2022, and 9% in 2023. The real-time speech analytics market has seen its first sustained adoption cycle beginning in 2019, driven by the need for input into third-party applications and immediate feedback to improve the customer experience.

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DMG Consulting

OCTOBER 17, 2019

DMG expects RPA revenue to increase by at least 125% in 2020 and 2021, and 100% in each of the three years 2022, 2023 and 2024. For more information, visit www.dmgconsult.com. # # #.

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DMG Consulting

SEPTEMBER 26, 2018

The result is increased demand for real-time speech analytics, which can deliver accurate and timely insight and guidance to agents during interactions with customers, mitigating liability risks and guiding interactions to results that are mutually beneficial for the enterprise and the customer.

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DMG Consulting

MARCH 31, 2019

DMG anticipates that the WFM market will experience rapid growth over the next 5 years, increasing by 11% in 2019, by 10% in 2020 and 2021, and by 9% in both 2022 and 2023. The WFM market is performing extremely well, and DMG expects it to continue to grow at a strong rate even though it is a mature market.

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DMG Consulting

DECEMBER 11, 2019

DMG expects the number of CBCCI seats to increase by 23% in 2019 and 2020, by 21% in 2021 and 2022, and by 20% in 2023. The number of CBCCI seats in the market grew by 20.1% between 2017 and 2018 (as of July 31, 2019). For more information, visit www.dmgconsult.com. # # #.

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