The World Outbound Dialing Market, while highly saturated, is alive and well. The most visible change in the market is the greater sophistication in the way outbound dialing is being used to meet retention, acquisition, and loyalty strategies in the contact center. End user demands usher in the need for robust, highly flexible and easy-to-program solutions. Solution providers pursuing effective distribution channels and innovative sales strategies will be able to take advantage of the growth in this market.
Frost & Sullivan estimates that World Outbound Dialing Market earned revenues of $174 million in 2005 and forecasts this to reach $210 million in 2011.
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“While we are forecasting growth in North America and Europe, it is secondary to the significantly higher growth rates for Asia-Pacific and Latin America,” cites Frost & Sullivan Industry Analyst Michael DeSalles. “This is largely attributed to the continued growth in contact center outsourcing in these latter two regions.”
Moreover, end users search for outsourcing companies that offer excellent language and education, a pro-business environment and superior infrastructure. Indications are that significant contact center growth is also occurring in other countries in the Asia Pacific region-principally in the Philippine Islands, Singapore, China and Malaysia to a lesser degree. In 2005, the Asia-Pacific outbound dialing market experienced healthy double-digit growth when compared to 2004.
Saturation within the high volume outbound dialing market restricts growth within the U.S. At the same time, market participants report that end users in emerging markets (India, China, Russia and ex-Eastern bloc nations) require more consultation and education on outbound solutions.
“The market for Outbound Dialing products within North America is relatively saturated and future growth in the region is expected to come from upgrades,” explains DeSalles. “Those upgrades will be driven by recent M&A activity, implementation of unified solutions and finally contact center infrastructure refreshes.”
In order to ensure uptake of new product releases, it is more critical than ever to provide end users with total cost of ownership (TOC) measure along with a quantifiable Return on Investment (ROI) analysis. In a saturated market, solution providers would do well to look beyond the traditional collections and financial services verticals.
Many outbound vendors report to have found success with other industries here in the U.S. Among them are health care, non-profit organizations, utilities, direct pharmaceutical providers, insurance agencies and retailers whose proactive customer care programs are on the rise.
World Outbound Dialing Market is part of the Contact Center subscription which also includes research in the following markets: U.S. IVR (Interactive Voice Response) system markets, North American hosted contact center markets and IP contact center end-user study. All research included in subscriptions provide detailed market opportunities and industry trends that have been evaluated following extensive interviews with market participants. 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.