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North American Outbound Dialer Systems Market
Frost & Sullivan, July 2010, Pages: 39
Outbound dialer systems used in contact centers facilitate the automated placement of outbound telephone calls. This study focuses on outbound dialer systems that are premises-based. This study discusses market and technology trends and provides market sizing, market segmentation, market shares and forecasts for premise-based outbound dialing systems. Among the types of outbound (telephony) contact methods are predictive, preview, and power dialing. This research study provides vendors with valuable insight to make actionable decisions on pricing, packaging, and promotion of their products/services. Vendor offerings and strategies are analyzed in a competitive framework and considerations for market penetration and growth are proposed.
This Frost & Sullivan research service titled North American Outbound Dialer Systems Market provides an in-depth analysis of the market drivers and restraints, industry trends, and competitive environment in addition to the challenges and issues faced by market participants. In this research, Frost & Sullivan's expert analysts thoroughly examine the contact center segment.
Market Overview
Collections Provide Traction for the North American Outbound Dialer Systems Market
During 2009, the North American outbound dialer systems market generated revenues of around $104.4 million and the growth rate for that calendar year was negative (-5.6 percent). Sales of outbound dialer systems decreased in 2009 mainly due to enterprises’ tight budgets caused by the weak North American economies. The economies are expected to recover during 2010; however, forecasts indicate a slightly negative growth rate for the sales of outbound dialer systems. The depressed economies drove increased sales of outbound dialer systems for use in debt collections activities. “Support for debt collections continues to be the largest driver for sales of outbound dialer systems,” notes the analyst of this research service. “Among the three main applications of outbound dialer systems, namely – collections, telesales/telemarketing, and pro-active customer care pro-active customer care is poised to emerge as the most significant application over the next several years.” Apart from debt collection, the two most common uses of outbound dialer systems for many years have been telemarketing or telesales programs. The use of outbound dialer systems as tools for pro-actively contacting customers primarily with service-related information is increasing rapidly across all industries.
Although the prospects for the market look upbeat, there are some challenges reining in market progression. Increasingly restrictive government regulations are impacting the method in which outbound dialer systems are used in debt collection campaigns. Other methods and media are supplementing the use of agent-assisted outbound calling to comply with the laws and reduce campaign cost. Demand is growing for unified campaign management tools, which include outbound dialer systems. “The market for stand-alone outbound dialer systems is fading,” says the analyst. “Growing demand to support pro-active customer contact as well as increasingly restrictive government regulations are driving the demand for multi-function and unified outbound suites of applications as well as blended inbound and outbound customer contact.” Point solutions for outbound customer contact while still valuable are increasingly being viewed as not as efficient or effective for multi-function and unified outbound customer contact campaigns. Trends indicate that market demand is rapidly shifting away from point solutions.
To deal with the growing demand shifts for unified outbound and blended inbound/outbound functionality, it is imperative for vendors of outbound solutions to build suites that support outbound functionality and make them interoperable with one’s own or leading inbound customer contact applications. Minimum functionality for pro-active customer contact application suites would include support for predictive dialer, outbound interactive voice response (IVR)/voice portal applications, notifications and alerts, pro-active survey, and unified campaign management. At the high end of the outbound dialer systems market, the outbound-centric large enterprise segment is fully penetrated, at least for the traditional outbound applications of telemarketing and collections. Opportunities abound in the small enterprise and small contact center segments. To ensure business progression, participants must target these emerging areas and ramp up efforts to educate the market on the business value of outbound dialer systems for customer service.
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