The market for predictive dialer or outbound dialing solutions is expanding--it did not die with Do Not Call regulations and restrictions on marketing ‘robocalls’—driven by the demand for outbound notifications followed by agent-assisted calls for customer care and collections. Companies are discovering outbound calls and notifications is win-win: enabling superior customer-retaining service and cutting costs over staffing for unpredictable live-agent inbound calls.
DMG Consulting LLC projects that outbound IVR notification market will grow by 20 percent, 18 percent and 16 percent, respectively between 2010 and 2012 with traditional live agent dialing market will grow by six percent, seven percent and eight percent respectively over the same period. It estimates that the worldwide outbound dialing market generated $440 million in revenue in 2008. Full year 2009 numbers are not yet available.
The projections and calculations appear in DMG Consulting’s 2010 Outbound Dialing Market Research Report. The 50-page report explores outbound market trends, projections, best practices, the competitive landscape and it profiles the leading vendors.
The 2010 Outbound Dialing Market Research Report reveals that the outbound industry is entering a new era ripe with opportunity. With United States and global regulations it says limiting the type and quantity of outbound contacts to consumers, and the challenging economic environment, companies are undertaking innovative proactive customer care, notification and collections initiatives, breathing new life into their outbound dialing solutions.
“Despite regulations limiting outbound calling to unwelcoming prospects, dialing is not going away so long as consumers continue to invite companies to reach out to them with useful information,” said Donna Fluss, president of DMG Consulting. “The new era of dialing brings with it opportunities for enterprises to build dialing strategies that help them achieve a competitive advantage through proactive customer care, notification and early-stage collections.”
The 2010 Outbound Dialing Market Research Report confirms that the competitive landscape is complex; it involves vendors from a number of technology categories, including voice switch manufacturers, contact center vendors, stand-alone outbound providers, hosting/software-as-a-service, or “SaaS (News - Alert),” providers, outsourcers and open source-based telephony solutions.
DMG has identified 40 vendors in all that offer outbound dialing functionality. The five vendors that lead the market – Avaya, Aspect, Noble Systems, Genesys and Cisco (News - Alert)--are profiled in detail in the report’s functional and technical vendor comparison which looks at features and capabilities of each company's offerings from routing and blending to compliance and security.
In addition to market trends, growth projections and extensive vendor profiles, the 2010 Outbound Dialing Market Research Report also explores what an ideal dialing solution includes. It reveals eight general dialing best practices to help end users maximize the utilization of and benefits realized from outbound campaigns.
“The 2010 Outbound Dialing Market Research Report fills an information void, delivering rich data on an evolving and critically important sector of the contact center market,” Fluss said. “DMG develops reports such as this one to continuously educate enterprise executives and managers on the role that the contact center plays in a successful enterprise -- from revenue generation to customer satisfaction.”
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Kelly McGuire