DMG Consulting Releases 2015-2016 Outbound Solutions Product and Market Report

5/6/2015

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services

What: Releases 2015-2016 Outbound Solutions Product and Market Report

When: Today, 6 May 2015

Where: Available at the DMG Consulting online store

Background:

DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2015-2016 Outbound Solutions Product and Market Report. The Report reveals that the outbound sector is undergoing a transformation, as new and emerging user needs are driving a long-awaited round of vendor innovation. The result is more finely tuned, informative and relevant communications and a growing acceptance of outbound interactions by consumers.

Once stigmatized as a nuisance, outbound interactions have come a long way, as have their contributions as part of a complete customer experience strategy. Vendors are investing to make their solutions more robust, easier to use, and able to assist with proactive customer care (PCC) campaigns and regulatory compliance.

“It has been a long time since there was this much innovation and excitement in the outbound solutions sector, but a true and marked change is happening before our eyes,” said Donna Fluss, President of DMG Consulting. “When outbound is done right, it is a highly beneficial activity that is well received by customers and hugely impactful for businesses.”

The total number of outbound solution customers increased by 2,205, 15.4%, from 14,357 in 2013 to 16,562 in 2014. The number of seats increased by 8.9% (or 283,373 seats), from 3,193,235 in 2013 to 3,476,607 in 2014. DMG anticipates sales of outbound solutions to continue to perform strongly over the next five years, and is increasing its previous projections. DMG expects the number of outbound dialing seats – agent-assisted – to grow by 7% in 2015, 8% in 2016 and 2017, and 7% in 2018 and 2019.

The 2015-2016 Outbound Solutions Product and Market Report analyzes the competitive landscape, and provides insights into market activity, customer satisfaction with vendors, and implementation best practices, to help users realize the greatest continuing return on their investments. As the most timely and complete guide to the outbound market, this Report provides a detailed analysis of seven of the leading and contending outbound solution providers: Altitude, Avaya, Connect First, Five9, Interactive Intelligence, Nuxiba and Noetica. Acqueon, a vendor that offers a campaign management capability, and Enghouse Interactive, are covered at a high level.

To learn more about the 2015-2016 Outbound Solutions Product and Market Report, read the abstract and the table of contents, or email Deborah Navarra at deborah.navarra@dmgconsult.com. To order your copy of the Report, visit www.dmgconsult.com.

About DMG Consulting LLC

DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in contact centers, back-office and real-time analytics. DMG provides insight and strategic guidance and tactical advice to end users, vendors and the financial community. Each year, DMG devotes more than 10,000 hours to producing primary research on IT sectors, including workforce optimization (quality management/liability recording), speech analytics, workforce management, performance management, desktop analytics, surveying/voice of the customer, text analytics, cloud-based contact center infrastructure, dialing, interactive voice response systems and proactive customer care. Our actionable solutions are proven to deliver a lasting competitive advantage, and often pay for themselves in as little as three months. Learn more at www.dmgconsult.com.