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The Rise of Outbound Applications in an Economic Recession (Strategic Focus)
Datamonitor, March 2009, Pages: 32
As cost pressures rise in the uncertain economy and enterprises look to decrease call volumes, outbound IVR represents a tremendous area of growth over the next five years. This report will look at the tactical and strategic opportunities for vendors and enterprises in a down economy and focus on the applications being deployed for outbound solutions.
Scope
- The report focuses on the application component of outbound IVR solutions for both hosted and premise-based deployments.
- This report charts the expected evolution of outbound IVR applications over the next few years.
- The report will contain spending figures for outbound applications through 2014.
- Identify key drivers for investment in outbound IVR applications by vertical in the North American and Western European markets.
Highlights of this title
Outbound IVR applications are simpler than inbound IVR applications, and require less intelligence to determine end-user goals. Over the next few years, vendors will integrate outbound IVR applications with backend business logic and by taking advantage of all major customer touchpoints, notably email and SMS.
The biggest factor that will influence the market for outbound IVR applications is the economy, due to which enterprises across all verticals have adapted 'do more with less' mantra. Because of the economy, many verticals investing in outbound IVR are in a state of flux.
New federal regulations, however, will likely reduce demand for predictive dialers, which are largely used for telemarketing. Amendments to the Telemarketing Sales Rule, which will take full affect by October 2009, will effectively curtail many standard telemarketing practices.
Key reasons to purchase this title
- The report identifies key trends and drivers in the market place and shed light on critical issues vendors and companies should consider.
- Understand the key trends and vendor landscape for outbound applications.
- Learn of the impact of hosted outbound IVR and new technologies, such as speech recognition, for outbound applications.
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