DMG Consulting Releases 2024 - 2025 Contact Center as a Service Product and Market Report

Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services

What: Releases 2024 - 2025 Contact Center as a Service Product and Market Report

When: Today, 21 November 2024

Where: Available at the DMG Consulting online store

Background:

DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services, today released its 2024 - 2025 Contact Center as a Service Product and Market Report. This edition explores how artificial intelligence (AI) and generative AI (GenAI) are being practically applied in contact center as a service (CCaaS) platforms, including many of the core tools that directly impact and enhance the customer journey. The Report also spotlights the agent-facing applications - real-time guidance (RTG), next-best-action (NBA), and automated post-interaction summarization - that enhance the customer and employee experience (CX/EX) while delivering significant quality and productivity improvements.

The CCaaS market continues its rapid growth and adoption as these solutions mature and improve, driven by the entrance of AI/GenAI and the massive opportunities these capabilities are creating. AI technologies, including GenAI, are being integrated into the fabric of CCaaS platforms, enhancing these increasingly complex and high-value solutions. As vendors incorporate AI throughout their platforms, they are taking advantage of this time to upgrade the underlying architecture, code, functionality, user interfaces, and reporting of their solutions. This is driving an enormous wave of innovation in these applications, empowering enterprises to greatly enrich the EX and CX, as well as increase productivity, sales, collections, and more. It is positioning contact center and customer service organizations for an ongoing stream of new capabilities to be delivered during the next few years.

GenAI-enabled self-service solutions can and should boost automation rates, but this doesn't mean they will eliminate the need for live agents. Agent assist/augmentation capabilities are being seamlessly integrated into the CCaaS agent experience. These solutions include RTG/NBA, automated post-interaction summarization, and automated quality management (AQM). These capabilities position employees for success and enhance their productivity when interacting with customers, but are also likely to drive additional live interactions because agents can do so much more. "The next few years are going to be very exciting for the CCaaS market as vendors deliver a new generation of applications that combine the intelligence and power of AI along with the empathy and skill of live agents," said Donna Fluss, President of DMG Consulting. "The superpower of cloud-based solutions is enabling enterprises to invest now and be positioned to adopt innovation without disruption when it becomes available."

DMG Consulting's 2024 - 2025 Contact Center as a Service Product and Market Report examines the CCaaS market, competitive landscape, technology, products, functional capabilities, and the business, servicing, and market trends that are driving adoption and innovation. The Report features nine leading and contending vendors: 8x8, Call Center Studio, Diabolocom, Five9, Google, NICE, RingCentral, UJET, and Vonage.

To learn more about the 2024 - 2025 Contact Center as a Service Product and Market Report, visit the site, or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order your copy of the Report, visit dmgconsult.com.

DMG Consulting LLC
6 Crestwood Drive
West Orange, NJ 07052

Contact: Deborah Navarra
DMG Consulting LLC
516-628-1098
deborah.navarra@dmgconsult.com

About DMG Consulting LLC
At DMG Consulting LLC, our unique knowledge of people, processes, and comprehensive technological expertise informs key decisions for enterprises, technology vendors, and investors. Our clients achieve exceptional business outcomes and deliver top-notch customer and employee experiences (CX/EX). DMG Consulting is a trusted advisor and vendor-agnostic partner for those who want to successfully navigate the dynamic contact center and back-office markets in an AI-driven digital age. Visit us at dmgconsult.com to learn more.

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This release was published on openPR.