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DMG Consulting Releases 2011 Proactive Customer Care Product and Market Report; Market in Transition, Organizations Realizing Power of Timely, Relevant, Proactive Communications

DMG Consulting Releases 2011 Proactive Customer Care Product and Market Report; Market in Transition, Organizations Realizing Power of Timely, Relevant, Proactive Communications

DMG Consulting Releases 2011 Proactive Customer Care Product and Market Report; Market in Transition, Organizations Realizing Power of Timely, Relevant, Proactive Communications

7/14/2011

      

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

What:     Releases 2011 Proactive Customer Care Product and Market Report

When:   Today, July 14 2011

Where:  Available at the DMG Consulting online store: www.dmgconsult.com/store/store.asp

Background:
DMG Consulting LLC, a leading provider of contact center and real-time analytics market research and consulting services, today released its 2011 Proactive Customer Care Product and Market Report. This Report is a thorough analytical resource created to help contact center, marketing and IT managers understand proactive customer care (PCC), its value proposition, and how to choose the right solution and vendor partner for their organization.

The Federal Trade Commission (FTC)’s outbound dialing legislation of 2003 forced companies to find creative and more effective ways to communicate with customers and prospects who want to hear from them. This legislation was the critical driver behind the creation of PCC – a new enterprise strategy and its associated technology sector.

PCC makes consumers’, partners’, constituents’ and employees’ lives easier by enabling public and private institutions to address issues before a problem or need arises. Organizations that adopt a PCC strategy and implement the technology required to reach out to customers via their preferred channel with relevant information, can proactively identify and address customer needs, enhance customer relationships, and significantly contribute to enterprise success and profitability.

“Every organization — from the smallest to the largest — should assess how proactive customer care fits into its enterprise customer experience strategy. PCC is a successful and cost-effective way to engage customers, prospects and constituents via their channel of choice at a time that works for them,” said Donna Fluss, President of DMG Consulting. “PCC solutions, which are available on a hosted, managed service or on-premise basis, are easy to acquire and implement and have a rapid return on investment.”

The 2011 Proactive Customer Care Product and Market Report shows that the PCC market is in transition, with the days of companies using outbound IVR to “blast” messages to customers long gone. Rapid adoption and increasing uses for PCC are driving vendors to build flexible, easy-to-use, multi-channel solutions that engage customers via their channel of choice. The Report also reveals:

  • It’s a buyer’s market for PCC, with highly beneficial PCC solutions available at good prices
  • PCC solutions are evolving from outbound blasters to multi-channel solutions that engage customers and enhance interactions with an organization
  • More than 50 vendors currently compete in the sector; DMG expects to see consolidation as vendors make acquisitions to expand functionality, vertical specialization and geographical reach
  • DMG expects to see continued innovation in PCC, with vendors offering more functionally rich packaged and vertical applications that are easier to implement and use

In the 2010 Hosted/Managed Service IVR Market Report, DMG predicted that the outbound IVR (PCC) market would grow by 13% in both 2011 and 2012. Thus far, the outbound market is tracking to these numbers, and additional growth of 15% is expected in 2013 as social media functionality is incorporated by more vendors. DMG predicts continued steady growth of 10% in both 2014 and 2015.

The 2011 Proactive Customer Care Product and Market Report defines the PCC market and explains its value proposition, benefits and uses. It analyzes the functional, technical, market share, uses, pricing, benefits, return on investment (ROI) and best practices data for PCC. This 209-page Report is the preeminent guide to the unique PCC market, and includes in-depth reviews of the state of the market, growth projections, planned innovations and the future of this sector. The 2011 Proactive Customer Care Product and Market Report provides a detailed analysis of the six leading and contending PCC vendors – Aspect, CSG Systems International, Nuance, Varolii, VoltDelta and West. SoundBite is also covered at a high level. The Report’s appendix includes a comprehensive list of global PCC competitors.

To learn more about the 2011 Proactive Customer Care Product and Market Report, read the abstract and the table of contents. To order a copy, 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, Interactive Voice Response Systems, Unified Communications and Outbound Dialing Solutions. For more information, visit www.dmgconsult.com.