DMG

NOVEMBER 29, 2017

Poised for rapid growth and success, untapped revenue potential in the tens of billions. DMG estimates that the revenue size of the cloud-based contact center infrastructure market was at least $2.8 billion (excluding carrier revenue) as of the end of 2016. of total contact center seats, so the revenue potential of this market is in the tens of billions. DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 48

Consulting Consulting Analytics Revenue potential 48

Beyond Philosophy

APRIL 3, 2016

Even though the rate of expressed complaints is higher in the business-to-business world, the lost revenue potential of unexpressed (and, so, unresolved) complaints is significantly greater there because of the lifetime value of each customer. The potential for complaints to negatively impact customers’ future purchase intent and recommendation should never be overlooked. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Banking 204

Banking B2C B2B Revenue potential 204

Beyond Philosophy

APRIL 3, 2016

Even though the rate of expressed complaints is higher in the business-to-business world, the lost revenue potential of unexpressed (and, so, unresolved) complaints is significantly greater there because of the lifetime value of each customer. The potential for complaints to negatively impact customers’ future purchase intent and recommendation should never be overlooked. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Banking 204

Banking B2C B2B Revenue potential 204

DMG

MAY 15, 2018

As this market matures, a vast ecosystem of partners has emerged to participate in this large revenue opportunity. MARKET BENEFITS AND POTENTIAL. As of the end of 2016, DMG estimates that the revenue size of the cloud-based contact center infrastructure market (excluding carrier revenue) was at least $2.8 percent of total contact center seats, the revenue potential for the cloud-based contact center infrastructure market is in the tens of billions.

contact center solutions 55

contact center solutions Cloud contact Contact Center Revenue potential 55

Comm100

FEBRUARY 5, 2018

But how were companies to manage, track, and convert an ever-growing number of interactions into revenue? Accounts (do they have an account? Visitor account information. Account marketing (marketing geared toward accounts with the greatest revenue potential).

CRM 75

CRM Multichannel Marketing Self service 75