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White Papers

DMG 2020-2021 Cloud-Based Contact Center Infrastructure Product and Market Report

Overview

DMG Consulting’s 2020-2021 Cloud-Based Contact Center Infrastructure Product and Market Report presents a comprehensive and authoritative analysis of all aspects of the cloud contact center sector. In addition to analyzing the competitive landscape, market share, business, and technological trends it also includes insightful discussions about the impacts of the COVID-19 pandemic on contact centers.

Customer Stories

Mobile Mini relies on CXone for improved operational efficiency

Improved routing improves efficiencies

Webinars

Self-service for higher customer satisfaction

Digital-first service lets customers choose the channels that are most convenient for them – and self-service makes it possible for customers to handle simple transactional requests on their own. That means agents can spend more time helping customers who have more complex issues. The result? Better CX and agent productivity. Don’t miss this short clip with industry expert Lisa Hotchkiss.

White Papers

Get the latest trend report in this new white paper from DMG Consulting

The shift to a work-from-anywhere workforce is not likely to slow down in contact centers, even after this year. It’s time to reimagine remote agent hiring. The latest research in this new white paper can help.