***MEDIA ALERT***
DMG Consulting Releases 2023 – 2024 Interaction Analytics for the Enterprise Report
Sector experiencing the strongest growth in its 20-year history
Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services
What: Releases 2023 – 2024 Interaction Analytics for the Enterprise Report
When: Today, 3 August 2023
Where: Available at the DMG Consulting online store
Background:
DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services, today released its 2023 – 2024 Interaction Analytics for the Enterprise report. This edition of the Report focuses on contact center and service-related uses of interaction analytics (IA) and a growing number of enterprise-wide use cases, as these solutions become more effective at capturing, identifying, and delivering actionable insights into the customer and employee experience.
The IA sector is experiencing the strongest growth in its 20-year history. Enterprise-wide adoption is rapidly expanding as vendors offer more effective solutions that deliver relevant findings that can be used to improve both the customer and employee experience. IA vendors are investing in artificial intelligence (AI) technologies to provide advanced offerings that more effectively identify customer intents, provide real-time guidance (RTG) to agents, predict customer satisfaction and propensities, automatically evaluate interaction quality, and much more. “The importance, value, and benefits of IA cannot be overstated and are well-known in contact centers, where these solutions are regarded as essential,” said Donna Fluss, President of DMG Consulting. “Advancements in AI, automation, and integration are moving IA applications from practical to powerfully predictive.”
IA solutions are still in their prime despite the maturity of the initial capabilities, and they are experiencing a major growth spurt that DMG expects to continue for the foreseeable future. During the next few years, DMG expects to see substantial investments to enhance the real-time and predictive capabilities of IA. DMG also anticipates that IA will continue to slowly work its way into more enterprise activities. DMG projects the IA market to grow by 10% in 2023 and 2024, and by 9% in the following three years, 2025 – 2027.
The 2023 – 2024 Interaction Analytics for the Enterprise report features seven vendors who offer an interaction analytics solution as part of a broader workforce engagement management (WEM) offering or as a best-of-breed solution. These vendors are: Calabrio, CallMiner, NICE, OnviSource, Sestek, Verint, and Xdroid. To learn more about the 2023 – 2024 Interaction Analytics for the Enterprise report, read the abstract and the table of contents, or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order your copy of the Report, visit dmgconsult.com.
About DMG Consulting LLC
DMG Consulting LLC provides expert guidance, industry reports, and primary research that influence the critical decisions made by businesses, technology providers, and investors in the dynamic and rapidly transforming contact center and back-office markets. Driving the strategic direction of the customer experience (CX) is at the core of DMG’s extensive consultation and collaboration with executives, leaders, and industry innovators. DMG’s methodologies and in-depth understanding of people, process, and technology create outstanding business outcomes and position organizations to deliver the next generation of customer and contact center experiences in an AI-driven digital world. Learn more at dmgconsult.com.
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