Market Research Report
2016 - 2017 Outbound Solutions Product and Market Report
|Published by||DMG Consulting LLC||Product code||279575|
|Published||Content info||366 Pages
Delivery time: 1-2 business days
|2016 - 2017 Outbound Solutions Product and Market Report|
|Published: March 31, 2016||Content info: 366 Pages||
This is the fourth edition of DMG's Outbound Solutions Product and Market Report. The Report addresses market trends and challenges, regulatory requirements, leading and contending vendors, products and services, technology, pricing, benefits, return on investment (ROI), and planned innovations. This 366-page Report presents the most comprehensive coverage and research on this transforming sector, including a practical and actionable guide to the Telephone Consumer Protection Act (TCPA), a thorough examination of the competitive landscape, a market share analysis, a customer satisfaction study of vendors, and implementation best practices. The Report is designed to help users select the right solution and realize the greatest return on their technology investments, now and in the future.
Outbound solutions are essential tools that provide great benefits for the companies that use them properly to engage their customers. Outbound dialing continues to be an important and effective approach for customer outreach. Outbound solutions can provide valuable information, such as customer preferences, which can be used to the benefit of customers and the enterprise. However, the outbound dialing market is facing new and aggressive challenges in the form of highly restrictive regulations. Today's dialers must be flexible enough to comply with changing legislation imposed by governments around the world, while delivering productivity benefits to users. The outbound solutions market is in transition. Smaller and nimbler vendors who have everything to gain by delivering new, innovative and flexible solutions are challenging the status quo and, in doing so, are capturing mind and market share.
Beyond dialing, the new generation of outbound solutions is designed to address the reality of today's proliferation of digital communications. Organizations need to be prepared to engage with their customers in a wide variety of communications channels. Customers want to interact with companies in their channel of choice; this is particularly true for Millennials, who have made social media a primary form of interaction. Outbound solutions must address a mix of channels in order to acquire, retain and engage their customer base.
Omni-channel outbound activity has become an important part of the overall customer journey. Customers appreciate well-timed and informative outbound notifications, such as reminders, perks and other benefits. These forms of proactive customer care (PCC) are valuable tools for engaging customers, especially when combined with data from customer relationship management (CRM) solutions, which can help personalize outbound communications for each customer. On the flip side, the outbound vendors are also investing in reporting and other data-mining functionality to derive actionable insights from outbound interactions, which can be used as a feed to CRM solutions to identify the best ways to interact with customers. The insights gleaned from outbound activity can be used to improve the customer experience and reduce operating costs.
Surprisingly, given all of the negative press about dialing solutions, end users are generally quite satisfied with the outbound solutions analyzed in this year's Report. DMG surveyed the customers of the vendors in 10 major categories, including the vendor, their products, services, support, training and innovation. The results revealed that 66.7% of the ratings across all categories surveyed fell into the highly satisfied range. 21.6% of the average ratings fell into the satisfied range, 8.3% were completely satisfied, and 3.3% were only somewhat satisfied. The Report provides a thorough and detailed analysis of the survey results, by vendor and category. Learn why end users around the world are turning to a new generation of outbound providers.
DMG expects the future of the outbound solutions market to be positive. This mature sector grew by 8.6% in 2015, despite regulatory challenges. DMG anticipates a growth rate of at least 7% in each of the next five years, and expects to see seats move from established vendors to new and nimbler providers, many of whom provide their solutions in the cloud. Outbound communications remains a high-value activity that will continue to thrive, especially when it is incorporated into an organization's customer engagement strategy.
The 2016-2017 edition of the Outbound Solutions Product and Market Report presents the most timely and comprehensive coverage of the outbound market. It provides a detailed analysis of 6 vendors: 3CLogic, Connect First, Five9, inContact, Interactive Intelligence and Noetica. Velocify, new to this Report this year, is covered at a higher level.
Outbound Solution Building Blocks
Source: DMG Consulting LLC, April 2016.
Appendix: Outbound Dialing and Proactive Customer Care Vendor Directory