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Research and Markets: Global Outbound Dialing Market Report 2013-2014
[December 20, 2013]

Research and Markets: Global Outbound Dialing Market Report 2013-2014

DUBLIN --(Business Wire)--

Research and Markets ( has announced the addition of the "2013-2014 Outbound Dialing Market Report" report to their offering.

Too many companies in need of an outbound dialing solution have not invested in these capabilities in the last ten years, due to Do Not Call (DNC) legislation passed in many countries around the world. Now, however, the trend is more positive, as the need to avoid financial penalties is driving vendors and businesses to work together to enhance solutions and demonstrate compliance.

After a decade of dormancy, end-user organizations are starting to invest time and energy into optimizing their outbound operations. This activity is being driven by a number of factors:

- Regulatory changes: Changes to regulatory compliance requirements are driving a new round of investment in mission-critical dialing solutions, breathing renewed life into this market. The regulatory changes are also forcing outbound dialing vendors to modify their solutions to limit risk and exposure, as well as to help their customers be in compliance.

- Multi-channel utbound: As text message/SMS and social media are growing in popularity among consumers, companies have to figure out how to reach targets via their preferred channels. As a result, a new breed of multi-channel dialing solutions designed to accommodate the demands of the socially empowered generation is emerging. These solutions are architected from the ground up as inbound/outbound/blended platforms, and have sophisticated campaign management capabilities that identify the right channel, time, message, technique, and even the right agent to handle the interaction.

-The cloud: As is the case for many, if not all other IT sectors, the emergence and growing strength of cloud-based contact center infrastructure solutions has also improved the outbound competitive landscape. Dialing vendors were quick to move to the cloud, and users want the flexibility to deal with the frequently changing demands of outbound campaigns and complex regulatory changes.

Key Topics Covered:

1. Executive Summary

2. Introduction

3. Methodology

4. Outbound Dialer Service Delivery Models

5. Dialer Functional Building Blocks

6. Outbound Dialer Market Trends and Challenges

7. Market Innovation

8. Outbound Dialer Market Activity

9. Outbound Dialing Legislation and its Impact on Consumers, Contact Centers and Vendors

10. Outbound Best Practices

11. Integrating Outbound Solutions with other Contact Center and Enterprise Applications

12. Proactive Customer Care

13. Dialer Benefits and Return on Investment

14. Outbound Dialer Competitive Landscape

15. Dialing Vendors and Solutions

16. Outbound Dialer Product Analysis

17. Core Functionality

18. Detailed Functional and Technical Summary

19. Implementation Process and Training Services

20. Dialer Vendor Satisfaction Analysis

21. Pricing

22. Company Reports

22.1 Aspect Software

22.2 Avaya

22.3 Castel

22.4 Five9

22.5 Genesys (News - Alert)

22.6 Interactive Intelligence

22.7 Magnetic North

22.8 Noble Systems

22.9 Nuxiba Technologies

22.10 Presence Technology

22.11 Siemens (News - Alert) Enterprise Communications

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