CRM Systems and Contact Centers Propel Growth in Outbound Dialing Markets.

PALO ALTO, Calif. -- The outbound dialing market is impacted largely by the recent legislations in regional markets. Mandates such as the Do-Not-Call (DNC) legislation in the United States and the Telephone Preference Service in the United Kingdom restrict outbound communications.

However, vendors are effectively negating the influence of these directives and even market maturity by creating tactical strategies. Well-documented return on investments (ROIs) and quantifiable value propositions drive the outbound dialing market and are crucial to ensure the success of new products. Innovative ways of using outbound dialing products to deliver proactive customer care is a major driver promoting growth in this sector.

New analysis from Frost & Sullivan (www.it.frost.com), World Outbound Dialing Markets, reveals that revenue in this market totaled $170.8 million in 2004 and projects to reach $204.9 million in 2011.

If you are interested in a virtual brochure, which provides an overview of the latest analysis of the World Outbound Dialing Markets - then send an email to Mireya Castilla - Corporate Communications at [e-mail] with the following information: your full name, company name, title, telephone number, fax number and email. Upon receipt of the above information, an overview will be sent to you via e-mail.

The use of outbound dialing systems in traditional areas such as telemarketing, credit card collections, and proactive customer care campaigns minimize the adverse impact of the legislations.

"Strategic incorporation of outbound dialing products on a large scale into contact centers and customer service projects has allowed vendors to combat the market downswing and augment revenues," explains Frost & Sullivan Industry Analyst Seema Lall. "Outbound Dialing products are increasingly used to provide superb customer service, as a competitive differentiator in a service oriented culture."

Outbound dialing products also enhance customer care services and have earned a place in business process outsourcing (BPO) in combination with contact center platforms.

The ability of outbound dialing technology to support multiple interaction mediums such as e-mail and text messaging is further boosting its deployment. Blending of inbound and outbound calls within a single customer interaction platform further enhances agent productivity and increases deployments.

The successful role of outbound dialing systems in gaining and retaining users is promoting its assimilation into customer relationship management (CRM) systems. Outbound dialing solutions allow for enhanced consumer support, which acts as a differentiator in an intensely competitive atmosphere.

For instance, the installation of predictive dialers deals with new customers, updates callers on products and services, and conduct customer satisfaction surveys. These outbound systems can handle situations such as responding to an advertising campaign and caller requests efficiently with relevant information.

"CRM systems contain a wealth of data on customer needs and wants, and allows enterprises to customize messages and target the people most likely to buy a particular product," observes Lall. "Integration of outbound dialing into a comprehensive CRM strategy is likely to ensure greater cost-effectiveness of marketing investments."

The positive outlook of this market can be further advanced by unified solutions that support multiple mediums (i.e. Web chats and e-mail), distributed contact centers (i.e. time division multiplexing (TDM) and Internet protocol (IP) based), and blended environments.

The World Outbound Dialing Markets is a part of the F239 subscription and offers an in-depth analysis of the industry challenges, market drivers and restraints. This study looks at key trends and analyzes the competitive scenario to give participants an added edge over market rivals. It also offers market forecasts as well as competitive analysis and strategic growth recommendations. Executive summaries and analyst interviews are available to the press.

Frost & Sullivan, a global growth consulting company, has been partnering with clients to support the development of innovative strategies for more than 40 years. The company's industry expertise integrates growth consulting, growth partnership services and corporate management training to identify and develop opportunities. Frost & Sullivan serves an extensive clientele that includes Global 1000 companies, emerging companies, and the investment community, by providing comprehensive industry coverage that reflects a unique global perspective and combines ongoing analysis of markets, technologies, econometrics, and demographics. For more information, visit http://www.frost.com

World Outbound Dialing Markets

F239

Keywords in this research: outbound dialing, Do-Not-Call, DNC, Telephone Preference Service, return on investments, ROIs, business process outsourcing, BPO, China, India, the Philippines, telemarketing, customer relationship management, CRM, predictive dialers, Web chats, e-mail, distributed contact centers, time division multiplexing (TDM), Internet protocol, IP, blended environments, research, information, market, trends, technology, service, forecast, market share, proactive customer care