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DMG Consulting Publishes 2006 North American Contact Center Outsourcing Market Report

DMG Consulting Publishes 2006 North American Contact Center Outsourcing Market Report

DMG Consulting Publishes 2006 North American Contact Center Outsourcing Market Report

1/17/2006

      

West Orange, NJ – January 17, 2006— DMG Consulting LLC, a leading provider of customer-focused business strategy, operations, and technology services, today announced the release of its 2006 North American Contact Center Outsourcing Market Report.

Outsourcing contact center operations is currently a popular strategy, used by enterprises of all sizes to significantly reduce expenses. The business case is straightforward: the entire contact center, or some of its functions, is turned over to an outsourcer that has appropriate expertise, technology, and resources. Ideally, the outsourcer delivers high service quality with significant cost savings. Recently, attention has focused on the cost advantage of offshore outsourcing, but North America-based firms remain a viable option.

The Report provides a thorough analysis of the transitioning North American contact center outsourcing industry. It reviews the value proposition and economic argument for outsourcing, analyzes the advantages, risks and trade-offs of North American and offshore outsourcers and explains how US and Canadian vendors have responded to competitive pressures from abroad. It describes the factors driving outsourcing decisions, such as hosted solutions, globalization, legislation and compliance.

The 2006 North American Contact Center Outsourcing Market Report also provides the most thorough North American outsourcing vendor directory available. It highlights seven leading contact center outsourcing firms in the United States and Canada, with detailed pricing, financial, functional and technical comparisons.

“The 2006 North American Contact Center Outsourcing Market Report shows you how to obtain the greatest cost savings while optimizing your customers’ experience. This is your essential guide for understanding the many outsourcing options available today and making the right decision for your company,” stated Donna Fluss, author of the Report and founder and principal of DMG Consulting LLC. “For managers looking to outsource, the Report provides valuable information about market trends, best practices and technologies. Vendors will benefit from the objective analysis of their business and will gain insightful competitive intelligence about others in this sector.”

The 2006 North American Contact Center Outsourcing Market Report is available for electronic orders on the DMG web site at www.dmgconsult.com, or can be purchased by calling Deborah Navarra at 516-628-1098.

About the Author

Donna Fluss is Principal of DMG Consulting LLC, specializing in contact centers and real-time analytics for Global 2000 and emerging companies such as Nortel, RealNetworks, J. Jill Group, Stride Rite, MCI, HBCS, and Internet Order. She is a recognized leader and visionary in contact centers and real-time analytics, and a highly sought-after writer and speaker. Ms. Fluss is the author of the newly released book, The Real-Time Contact Center, a guide for transforming reactive, cost-oriented contact centers into proactive, engaged, real-time profit-oriented organizations. She is widely quoted in leading business publications, and writes regularly for Call Center Magazine, ICCM Weekly, Line56.com, Europecontactcenter.com, CRMXchange, Speech Technology, CRM Guru, 1to1 Magazine, and GreaterChinaCRM. She previously was a Vice President and Research Director in Gartner’s CRM practice, where she doubled the revenue of the customer-service strategy area, and consulted to more than 3,000 clients. Ms. Fluss also was a senior manager and leading business transformation and merger expert at Chase Manhattan Bank. For more information, visit the DMG Consulting website, www.dmgconsult.com, or contact Ms. Fluss at donna.fluss@dmgconsult.com.

About DMG Consulting LLC

DMG Consulting LLC delivers customer-focused business strategy, operations and technology for Global 2000 and emerging companies such as Nortel, RealNetworks, J. Jill Group, Stride Rite, MCI, HBCS, and Internet Order.

DMG Consulting LLC is a registered trademark of DMG Consulting LLC, protected by laws of the U.S. and other countries. All other trademarks mentioned in this document are the property of their respective owners.