1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
4. Report Participation Criteria
5. Proactive Customer Care
5.1 Proactive Customer Care Defined
5.2 Proactive Customer Care Benefits
6. Proactive Customer Care Applications
6.1 Verticalized Applications
6.2 Horizontal Applications
6.3 PCC Use Cases
6.4 PCC Return on Investment
7. Proactive Customer Care Trends and Challenges
7.1 Proactive Customer Care Trends
7.2 Proactive Customer Care Challenges
8. Proactive Customer Care Market
8.1 Competitive Landscape
8.2 Vendor Snapshots
8.3 Vendor Strategies
8.3.1 PCC Strategy
8.3.2 Go-to-Market Strategy
9. The Future of PCC 58
10. Proactive Customer Care Market Activity
11. PCC Projections
11.1 Sources of PCC Revenue Growth
12. PCC Vendor Best Practices
13. Proactive Customer Care Product Analysis
13.1 Core Products
13.2 Optional Modules
13.3 Planned Enhancements
14. Delivery Models
15. Pricing
15.1 Hosted/Cloud-Based
15.2 Premise-Based
15.3 Managed Service
16. Detailed Technical and Functional Analysis
16.1 High-Level Functional Summary
16.2 High-Level Technical Summary
16.3 Outbound Notification
16.4 Reporting and Analytical Capabilities
16.5 Security
16.6 Data Center Back-Up and Contingency
16.7 Integration
16.8 Dialing
16.9 Campaign Management
16.10 Implementation and Support Services
16.11 Professional Services
16.12 Service Level
17. Company Reports
17.1 Aspect
17.2 CSG Interactive Messaging
17.3 Nuance
17.4 SoundBite
17.5 Varolii
17.6 VoltDelta
17.7 West Alerts and Notifications
Appendix: Proactive Customer Care Vendor Directory
Table of Figures
Figure 1. Proactive Customer Care Defined
Figure 2. Uses and Benefits of Proactive Customer Care
Figure 3. PCC Benefits
Figure 4. Industry Vertical Applications
Figure 5. Horizontal Applications
Figure 6. Customer Service Uses of PCC
Figure 7. Marketing Uses of PCC
Figure 8. Return on Investment (ROI) for PCC Solutions
Figure 9. Proactive Customer Care Trends
Figure 10. Proactive Customer Care Challenges
Figure 11. Proactive Customer Care (PCC) Vendor Categories
Figure 12. Company Information
Figure 13. Company Strategy Statements
Figure 14. Vendor Hosted/Managed Service PCC Strategy
Figure 15. Go-To-Market Strategy
Figure 16. Future Direction of the PCC Market
Figure 17. PCC Market Activity by Number of Customers
Figure 18. PCC Market Activity by Transaction Volume
Figure 19. PCC Market Projections, 2011 – 2015
Figure 20. PCC Vendor Best Practices
Figure 21. Core Products
Figure 22. Optional Modules
Figure 23. Upcoming Product Innovation
Figure 24. Service Delivery Models
Figure 25. Service Delivery Models
Figure 26. Price Ranges for Hosted PCC Solution per Notification
Figure 27. Hosted/SaaS/Cloud Pricing – Under 100,000 Messages
Figure 28. Hosted/SaaS/Cloud Pricing – 100,001 to 1 M Messages
Figure 29. Hosted/SaaS/Cloud Pricing – Over 1 M Messages
Figure 30. Premise-Based Pricing
Figure 31. Managed Service Pricing
Figure 32. High-Level Functional Capabilities
Figure 33. High Level Technical Capabilities
Figure 34. Outbound Notification
Figure 35. Reporting
Figure 36. Security
Figure 37. Data Center back-Up and Contingency
Figure 38. Integration
Figure 39. Dialing
Figure 40. Campaign Management
Figure 41. Hosted and Managed Service Implementation and Support Services
Figure 42. Professional Services
Figure 43. Service Level
Additional Formats for this Table of Contents
The Abstract and Table of Contents are also available in PDF format.
Order Information
To order a copy of the 2011 Proactive Customer Care Product and Market Share Report contact Deborah Navarra at 516-628-1098 or deborah.navarra@dmgconsult.com. You may also purchase the report online.
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