DMG Consulting Releases 2016 Outbound Solutions Product and Market Report

3/31/2016

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

What: Releases 2016 Outbound Solutions Product and Market Report

When: Today, 31 March 2016

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 2016 Outbound Solutions Product and Market Report. DMG’s fourth annual report on outbound solutions delivers a comprehensive analysis of vendors, products, pricing and operational information for this sector. The 366-page Report is designed to help organizations select the right solution, technology, functionality and partner to help users realize the greatest continuing return on their investment.

The outbound market is facing new and aggressive challenges in the form of highly restrictive regulations. Outbound solutions vendors are responding with solutions that include non-automated dialing and other compliance features. As the number of outbound channels continues to proliferate, personalized omni-channel outreach has become an important part of the overall customer journey, and a high-value activity when incorporated into an organization’s customer engagement strategy. There is a great deal of opportunity for flexible and creative vendors, and the future of the outbound solutions market is expected to be positive.

2015 was a good year for the outbound solutions market, despite the turmoil caused by the highly restrictive regulations in the US, UK and other countries. The number of customers increased by 24.5%, and seats grew by 9.7% from the prior year. More outbound dialing seats added to the market in the last 12 months, 335,493, than in any comparable time period in the past ten years. DMG anticipates at least 7% growth in each of the next five years, and expects to see many seats move from established vendors to new and nimbler providers.

“The need for outbound solutions is not going away, despite restrictive legislation worldwide,” said Donna Fluss, president of DMG Consulting. “What is changing is the competitive landscape. Enterprises need flexible solutions and vendors who are nimble and able to respond rapidly to changing requirements.”

The 2016 Outbound Solutions Product and Market Report provides an in-depth analysis of the outbound market, competitive landscape, innovation, end-user satisfaction, as well as market, business and servicing trends and challenges. It analyzes outbound market activity and provides 5-year market projections. Seven leading and contending vendors are covered: 3CLogic, Connect First, Five9, inContact, Interactive Intelligence, Noetica and Velocify. (Velocify is covered at a higher level.) To learn more about the Report, read the full abstract and the table of contents. To order, visit www.dmgconsult.com.

About DMG Consulting LLC

DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office 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 center and back-office environments 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 contact center, back-office and analytics IT markets, including: Workforce Optimization (WFO, Quality Management/Liability Recording), Workforce Management, Speech Analytics, Text Analytics, Desktop Analytics, Customer Journey Analytics, Contact Center Performance Management, Gamification, Enterprise Feedback Management/Surveying, Cloud-Based Contact Center Infrastructure, Outbound Solutions, Interactive Voice Response Systems and Unified Communications. For more information, visit www.dmgconsult.com.