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Outbound Applications Rise Despite Economy

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April 09, 2009

Outbound Applications Rise Despite Economy

By Anuradha Shukla, TMCnet Contributor

A new report from Research and Markets identifies outbound IVR as a sector that will experience tremendous growth over the next five years. This industry will grow despite the cost pressures of the uncertain economy that is driving enterprises to decrease call volumes.

The recently published report, “The Rise of Outbound Applications in an Economic Recession (Strategic Focus)” reviews the tactical and strategic opportunities for vendors and enterprises in a down economy and focuses on the applications being deployed for outbound solutions.
The research firm also notes that outbound IVR applications will be simpler than inbound IVR applications because they require less intelligence to determine end-user goals.
According to the report, federal regulations will also bring down the demand for predictive dialers, which are largely used for telemarketing. Amendments to the Telemarketing Sales Rule will take full affect by October 2009, and this is expected to curtail a number of standard telemarketing practices.
Predicting the trend for the next five years, Research and Markets says that vendors will integrate outbound IVR applications with backend business logic and leverage all major customer touchpoints, notably email and SMS.
“The Rise of Outbound Applications in an Economic Recession (Strategic Focus)” identifies key trends and drivers in the market place and provides useful insight on critical issues vendors and companies should consider. The report also informs the reader about the impact of hosted outbound IVR and new technologies, such as speech recognition, for outbound applications.
Another recent report out from Forrester Research, “Proactive Outbound Notification Saves Money,” finds that the outbound notification market is evolving to address new channels and consumer preferences.
"Proactive customer communications is evolving to address how consumers communicate today-primarily via mobile devices,” adds Mark Friedman, chief marketing officer for SoundBite Communications (News - Alert). “This Forrester report provides objective information on proactive customer communications. It is an excellent resource for any organization that values their customer relationships and would like to evaluate whether their existing communications strategy can support individual consumer communications preferences.”

Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha’s article, please visit her columnist page.

Edited by Stefania Viscusi

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