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DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report

09-30-2020 05:45 PM CET | IT, New Media & Software

Press release from: DMG Consulting LLC

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

What: Releases 2020 – 2021 Digital Customer Service Product and Market Report

When: Today, 30 September 2020

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 the inaugural edition of its 2020 – 2021 Digtal Customer Service Product and Market Report. The Report provides a thorough and comprehensive analysis of this emerging sector, which is increasing in importance due to the pandemic, as companies have been forced to re-evaluate the way they deliver service.

The COVID-19 pandemic has accelerated the digital transformation in organizations of all sizes. Part of any digital transformation is to migrate voice-based transactions to digital channels, which facilitates automation of many aspects of the customer service process. Although voice-based support is likely here to stay, it is becoming the contact method of last resort, though still preferred for highly emotional or time-sensitive issues. Taking over dominance of the market is a new generation of artificial intelligence (AI)-enabled, digital-first contact center servicing solutions.

To emerge successfully from the pandemic-driven recession, companies must prioritize delivery of an outstanding customer experience (CX). An essential element in achieving this goal is to make it easy for customers to conduct business by allowing them to interact in their preferred channels, which are increasingly digital. Enterprises are taking steps to revamp their service organizations, allowing customers to interact via enhanced self-service and digital channels, in addition to voice. A unique feature of conversations in the new digital era is that they can start, stop, start and continue when the customer chooses. This asynchronous method of communication is characterized by persistence, which enables a conversation to retain context and history even when it changes channels or even stops for a period of time. This means that customers can have an ongoing dialog with a company, seamlessly across channels, over an extended period of time.

“Consumers have been showing a preference for using self-service for a number of years,” said Donna Fluss, President of DMG Consulting. “The COVID-19 crisis has forced companies to acknowledge that providing a digital-first approach, starting with IVAs and bots, is beneficial for their business as well as their customers.”

The 2020 - 2021 Digital Customer Service Product and Market Report provides an in-depth analysis of the digital servicing market. It analyzes vendors, products, functional capabilities, pricing, as well as market, business and servicing trends and challenges. It presents information about how these solutions are being used, their benefits, as well as best practices to help companies realize the greatest return from their investments. The Report features 6 vendors: Glia, Helpshift, NICE inContact, LivePerson, Quiq, and RingCentral.

DMG Consulting LLC
6 Crestwood Dr.
West Orange NJ 07052

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

About DMG Consulting LLC

DMG Consulting LLC advises enterprises, vendors and the financial community on all aspects of acquiring, operating, optimizing, developing and investing in the customer experience (CX) and its enabling technologies. A leader in vendor-agnostic research and consulting, DMG is the only firm whose expertise spans operations and technology. Its annual in-depth reports on contact center and back-office industry sectors, including contact center as a service (CCaaS), digital customer service, , intelligent virtual agents, interaction analytics, robotic process automation (RPA), workforce optimization (WFO) and more, yield the accurate market sizing, trend identification, growth predictions, functional capabilities and pricing that DMG’s global clients rely on to make critical business decisions. Learn more at dmgconsult.com .

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