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DMG Consulting Releases 2014-2015 Outbound Solutions Product and Market Report


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

What:   Releases 2014-2015 Outbound Solutions Product and Market Report

When:  Today, 23 July 2014

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 2014-2015 Outbound Solutions Product and Market Report. The Report explores the evolution of the outbound sector, driven by various factors including strict compliance requirements, a growing acceptance of auotmated and human-assisted outbound communications, enhanced multi-channel outbound suites, and increasing adoption of cloud-based solutions.

The combination of dialing legislation and demanding consumers who want seamless phone, online, mobile and social interactions is driving vendor innovation and user adoption in the outbound market. Vendors are investing to enhance their solutions – the most sophisticated of which can now execute intelligent, personalized and regulatory-compliant communications – and users are looking to replace and upgrade older applications.

“It has been more than 10 years since we have seen serious investment and innovation in the outbound solutions market, but that is changing right before our eyes,” said Donna Fluss, President of DMG Consulting. “Traditional dialers are being reborn as full-featured, omni-channel customer engagement solutions, and users are making investments to improve the customer experience they deliver, while also making it easier to comply with stringent outbound regulations.”

As of December 31, 2013, there were 3,193,235 outbound solution seats being used by 14,357 customers on a worldwide basis. This is an increase of 12.1% over 2012. DMG predicts that the outbound solutions market will grow by 5% in 2014 and 2015, 5.5% in 2016 and 2017, and 5% in 2018.

The 2014-2015 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 an in-depth analysis of the sector and eight of the leading and contending solution providers: Avaya, Connect First, Five9, Genesys, Interactive Intelligence, Noble Systems, Presence Technology and Unify (formerly Siemens Enterprise Communications).

To learn more about the 2014-2015 Outbound Solutions Product and Market Report, read the abstract and the table of contents, or email Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. 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.

 

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