PDF single user
GBP 559.38  

UK Head Office
+44(0)1494 771734
or Buy Now! online

Blog:

Table of Contents

Market Study
Published: June 2010
Pages: 14
Tables: For full details, please email keithw@cmsinfo.com
From: GBP 559.38  Buy Now!
Research from: telecomsmarketresearch
Sector: Mobile Markets

Table of Contents

Executive summary
In a nutshell
Ovum view
Market developments
Introduction
Defining proactive communications
Increasing customer touchpoints increases demand for proactive communications
Providers of inbound solutions developing outbound solutions
Emergence of advanced tools and features
Campaign management
Preference management
Analytics and reporting
Evolving channels
Voice moving from predictive dialers to outbound IVR
Interactive short message service (SMS)
Customer impact
Key drivers for investment: cost savings while maintaining or improving customer satisfaction
Push for customer retention
Personalized outreach
Enterprise savings by being proactive
Multi-channel solutions to accommodate new endpoints
Voice still dominates
Enterprise compliance within new regulatory environments
Lack of enterprise capital and resources remains an issue
Recommendations
Enterprises should use hosted proactive communications to personalize customer service without having to justify excessive capital expenditures
Vendors need to concentrate on their analytics capabilities and the ability to provide interactive dialogs across multiple channels




List of Tables
Table 1: Rankings of top channels in order of current importance in 2009






List of Figures
Figure 1: Proactive communications stack
Figure 2: Shifting customer demographics

For full details, please email keithw@cmsinfo.com

Top of Page