SOURCE: DMG Consulting LLC

September 19, 2007 08:00 ET

DMG Consulting Expands Research and Consulting Practice

Telecom Veteran and Contact Center Consultant Jim Wetterau Joins DMG Consulting

WEST ORANGE, NJ--(Marketwire - September 19, 2007) - DMG Consulting LLC, the leading provider of contact center and real-time analytics market research and consulting services, is pleased to announce the appointment of Jim Wetterau as a Senior Research Analyst. Jim's skills and experience will expand DMG Consulting's market-leading contact center research and consulting into new focus areas.


Jim is a seasoned technologist with over 25 years of experience in telecom, call centers, and network design strategy, implementation, and support. At DMG Consulting he will conduct research on call center infrastructure-related technology, applications and best practices to help managers and IT staff in companies of all sizes improve their performance and operational efficiency.

Jim's broad background includes fifteen years as Principal of a telecom-oriented consultancy, where he helped clients build their infrastructure and develop best practices for customer service organizations, help desks and sales organizations. As a Principal Consultant for eLoyalty and Technology Solutions Company, Jim assisted clients in the pharmaceutical, energy, and financial services verticals in designing and executing their CTI and CRM projects. Jim's professional experience in telephony began with ten years in the Bell System, where he helped plan and implement the pre-divestiture telephone industry's first automated Repair Service Bureaus. He has published articles on CTI and presented seminars to a global audience of professionals.

Donna Fluss, President of DMG Consulting, notes, "Jim's extensive background in call center technology and architecture and his broad consulting experience will enable DMG Consulting to continue our rapid expansion into many new market segments, including call center infrastructure, hosting and voice portals."

"When I read Donna Fluss's book, 'The Real Time Contact Center,' I was impressed by the breadth and depth of experience that she and DMG Consulting LLC bring to the rapidly changing world of contact centers," remarks Jim. "While astutely assessing the contact center's importance in providing excellent customer service, DMG Consulting is also an acknowledged thought leader in the growing domain of analytics and customer-centric business intelligence. I am delighted to play a part in this important function of technological analysis to determine best practices needed to marry contact center technology to customer business needs. That is what DMG Consulting LLC does so well."

Jim has a B.E.E. degree from City College of New York, and an M.S.C.S. degree from Polytechnic University. He is also a registered Professional Engineer.

About DMG Consulting LLC

DMG Consulting LLC is a strategic advisor to companies large and small. Our mission is to help companies build cost-effective contact center and service environments that provide an outstanding customer experience. We achieve this goal by helping our clients leverage technology, process and people to optimize operational efficiency, sales and profits. Our actionable strategies and tactics effect change in clients' internal process and technology to maximize the returns from all customer-facing activities -- sales, marketing and customer service. Our customers include Global 2000 companies such as RealNetworks, Sub-Zero/Wolf, Stride Rite, Sun Microsystems, T-Mobile, Emerson Process Management, J. Jill Group, HBCS, Carlson and Bosch.

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