Frost&Sullivan: Support for Debt Collection Drives the EMEA Market Demand for Outbound Dialer SysteSales of new as well as add-on outbound dialer (OBD) systems for use in debt collection activities has increased now after the plummet in 2009 due to tightened budgets during the economic downturn.
By: Frost & Sullivan New analysis from Frost & Sullivan (http://www.contactcenter.frost.com) “Support for debt collections continues to be a major driver for the sales of OBD systems in EMEA,” says Frost & Sullivan Principal Analyst Joe Outlaw. “Proactive customer contact will emerge as the most significant long-term driver of growth for outbound customer contact solutions across regional and vertical markets in EMEA.” Use of outbound dialer system as a single tool for pro-actively contacting customers primarily with service-related information is increasing rapidly across all industries. The largest consumers of OBD systems are the banking/financial services sector, followed by outsourcers and telecommunications companies. However, increasingly restrictive and overlapping government regulations across EMEA are affecting the usage of OBD systems in debt collection campaigns. Other methods and the media are supplementing the use of agent-assisted outbound calling to comply with laws and reduce campaigns cost. There is a heightened demand for unified campaign management tools, which include OBD systems. “The market for standalone OBD systems in EMEA is gradually diminishing,” Point solutions for outbound customer contact are increasingly being viewed as less efficient when compared to multifunction and unified outbound customer contact campaigns. Demand in the EMEA markets is swiftly shifting away from point solutions to outbound contact. “To handle the growing demand shifts for unified outbound and blended inbound/outbound functionality it is imperative for vendors of outbound solutions in EMEA to build out suites of outbound functionality and make them interoperable with the inbound customer contact applications,” If you are interested in more information on this study, please send an e-mail to Joanna Lewandowska, Corporate Communications, at joanna.lewandowska@ EMEA Outbound Dialer Systems Markets is part of the Contact Centres Growth Partnership Services programme, which also includes research in the following markets: North American ICR Markets 2010, North American Outbound Dialer Systems Markets, North American Agent Performance Optimization Markets, and EMEA Contact Centre Outsourcing Markets. All research services included in subscriptions provide detailed market opportunities and industry trends that have been evaluated following extensive interviews with market participants. About Frost & Sullivan Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. The company's Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined research and best-practice models to drive the generation, evaluation, and implementation of powerful growth strategies. Frost & Sullivan leverages over 45 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from 40 offices on six continents. To join our Growth Partnership, please visit http://www.frost.com. EMEA Outbound Dialer Systems Markets N759 - 76 Contact: Joanna Lewandowska Corporate Communications – Europe P: +48 22 390 41 46 E: joanna.lewandowska@ http://www.frost.com Twitter: twitter.com/ www.facebook.com/ # # # Frost & Sullivan, the Growth Partnership Company, partners with clients to accelerate their growth. The company's research and consulting services empower clients to generate, evaluate, and implement effective growth strategies. End
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