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North American Outbound Dialing Markets
Frost & Sullivan, Feb 2008, Pages: 53
Increase in Proactive Customer Care, Collections, and Alerts across Diverse Verticals Drives the Outbound Dialling Services Market
Fuelled by expanded proactive customer care and greater third-party collections activity, the combined North American outbound premise and hosted dialling market is expected to grow at a robust rate in the next three to five years. Market participants report an increased emphasis on up selling and cross-selling. Retention strategies are becoming more important as businesses distinguish themselves by delivering excellent customer care. Enterprises looking to replace legacy dialling systems seek out fully integrated outbound /blended solutions that integrate seamlessly with existing telephony infrastructure and that offer multi-channel contact capabilities. Frost & Sullivan believes that there is significantly greater market opportunity for recurring revenue and excellent margins in hosted solutions.
There appears to be high demand for automated outbound notifications, alerts, and information access.” A trend that we observe among outbound centres in North America, is for firms to use creative ways to enhance the customer experience through high-quality interactions,' explains the analyst. 'The type of customer ‘touch point’ is becoming more relevant with multimedia-capable solutions.' Customer care, via live agent or agent-less notification, has taken on a more important focus. Frost & Sullivan believes that targeted outbound calling and messaging is key to expanding company value and branding. This not only applies to existing customers but also to newly acquired ones. Businesses today want to concentrate on delighting customers and not worry about IT infrastructure and maintenance.
Integrated Solutions Key to Acquiring New Customers
Vendors have started promoting unified solutions that support both blended agent populations for inbound and outbound campaigns over stand-alone dialling products. 'The customer interaction channel in a contact centre is no longer limited to voice, but extended to e-mail, chat, short messaging services, and more,' observes the analyst. 'The integration of inbound and outbound dialling is vital to successfully complete calls to the right agent at the right time, especially in the lucrative third-party collections segment.' Small- and medium-sized businesses are increasingly moving to hosted outbound offerings due to their low upfront cost, fast implementation, and attractive ‘pay-as-you-use’ pricing model.
This Frost & Sullivan research service titled North American Outbound Dialing Market provides an in-depth analysis of outbound dialing and associated technologies. Vital information on challenges, drivers, and restraints has been included. Frost & Sullivan has identified key market trends, industry challenges, competitive landscape, pricing and revenue forecasts, and strategic recommendations for vendors in the outbound dialing systems. Based on the findings from extensive primary and secondary research, this analysis provides a detailed description of the current market activity, market share, and the wide array of vendor offerings.
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