DMG Consulting Releases 2010 Outbound Dialing Market Research Report


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WEST ORANGE, NJ – March 4, 2010 – DMG Consulting LLC, a leading provider of
contact center and real-time analytics market research and consulting
services, today released its 2010 Outbound Dialing Market Research Report.
The 50-page report explores outbound market trends, projections, best
practices, the competitive landscape and profiles the leading vendors. This
report is available for free download via DMG Consulting’s Web site,

The 2010 Outbound Dialing Market Research Report reveals that the outbound
industry is entering a new era ripe with opportunity. With United States and
global regulations limiting the type and quantity of outbound contacts to
consumers, and the challenging economic environment, companies are
undertaking innovative proactive customer care, notification and collections
initiatives, breathing new life into their outbound dialing solutions.

DMG Consulting estimates that the worldwide outbound dialing market
generated $440 million in revenue in 2008. Full year 2009 numbers are not
yet available. DMG projects the traditional dialing market will grow by 6%,
7% and 8%, respectively, between 2010 and 2012, while the outbound IVR
notification market will grow by 20%, 18% and 16%, respectively, over the
same three-year period. DMG expects to see continued growth in both
human-assisted and automated outbound activities during the next three
years, because of the recognized value to consumers and enterprises.

“Despite regulations limiting outbound calling to unwelcoming prospects,
dialing is not going away so long as consumers continue to invite companies
to reach out to them with useful information,” said Donna Fluss, president
of DMG Consulting. “The new era of dialing brings with it opportunities for
enterprises to build dialing strategies that help them achieve a competitive
advantage through proactive customer care, notification and early-stage

The 2010 Outbound Dialing Market Research Report confirms that the
competitive landscape is complex and involves vendors from a number of
technology categories, including voice switch manufacturers, contact center
vendors, stand-alone outbound providers, hosting/software-as-as-service
(SaaS) providers, outsourcers and open source-based telephony solutions. DMG
has identified 40 vendors in all that offer outbound dialing functionality.
The five vendors that lead the market — Avaya, Aspect, Noble Systems,
Genesys and Cisco — are profiled in detail in the report’s functional and
technical vendor comparison which looks at features and capabilities of each
company’s offerings from routing and blending to compliance and security.

“The 2010 Outbound Dialing Market Research Report fills an information void,
delivering rich data on an evolving and critically important sector of the
contact center market,” said Fluss. “DMG develops reports such as this one
to continuously educate enterprise executives and managers on the role that
the contact center plays in a successful enterprise – from revenue
generation to customer satisfaction.”

In addition to market trends, growth projections and extensive vendor
profiles, the 2010 Outbound Dialing Market Research Report also explores
what an ideal dialing solution includes and reveals eight general dialing
best practices to help end users maximize the utilization of and benefits
realized from outbound campaigns.

To learn more about the 2010 Outbound Dialing Market Research Report, or to
download your free copy of the report, visit or contact
Deborah Navarra at [email protected] or 516-628-1098.

About DMG Consulting LLC

DMG Consulting LLC is an advisory and consulting firm specializing in
contact centers 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 centers 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
segments of the contact center market, including: Quality
Management/Liability Recording, Speech Analytics, Performance Management,
Surveying/Feedback, Workforce Management, Contact Center Outsourcing, Hosted
Contact Center Infrastructure Solutions and Interactive Voice Response

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