SOURCE: DMG Consulting LLC

DMG Consulting LLC

March 04, 2010 08:00 ET

DMG Consulting Releases 2010 Outbound Dialing Market Research Report

Report Reveals Projected Outbound Market Growth and New Era With Opportunities in Proactive Customer Care, Collections; Available for Free Download at DMGConsult.com

WEST ORANGE, NJ--(Marketwire - March 4, 2010) -  DMG Consulting LLC, a leading provider of contact center and real-time analytics market research and consulting services, today released its 2010 Outbound Dialing Market Research Report. The 50-page report explores outbound market trends, projections, best practices, the competitive landscape and profiles the leading vendors. This report is available for free download via DMG Consulting's Web site, www.dmgconsult.com.

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 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.

DMG Consulting estimates that the worldwide outbound dialing market generated $440 million in revenue in 2008. Full year 2009 numbers are not yet available. DMG projects the traditional dialing market will grow by 6%, 7% and 8%, respectively, between 2010 and 2012, while the outbound IVR notification market will grow by 20%, 18% and 16%, respectively, over the same three-year period. DMG expects to see continued growth in both human-assisted and automated outbound activities during the next three years, because of the recognized value to consumers and enterprises.

"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 and involves vendors from a number of technology categories, including voice switch manufacturers, contact center vendors, stand-alone outbound providers, hosting/software-as-a-service (SaaS) 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 -- 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.

"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," said Fluss. "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."

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 and reveals eight general dialing best practices to help end users maximize the utilization of and benefits realized from outbound campaigns.

To learn more about the 2010 Outbound Dialing Market Research Report, or to download your free copy of the report, visit www.dmgconsult.com or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098.

About DMG Consulting LLC

DMG Consulting LLC is an advisory and consulting firm specializing in contact centers and real-time analytics. We are a strategic advisor to end users and vendors, large and small, and the financial community. Our mission is to help our clients build world-class contact centers by leveraging technology, process and people. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users' current and future needs.

DMG Consulting is the leading provider of industry research for many segments of the contact center market, including: Quality Management/Liability Recording, Speech Analytics, Performance Management, Surveying/Feedback, Workforce Management, Contact Center Outsourcing, Hosted Contact Center Infrastructure Solutions and Interactive Voice Response Systems.

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