Just Released: "Decision Matrix: selecting a provider of hosted customer outreach in North America"

Nov. 15, 2010 - PRLog -- In recent years, customer outreach has been one of the most in-demand contact center solutions. In this Decision Matrix, Ovum examines providers of hosted customer outreach serving North American enterprise markets, focusing on those providers with deployments across multiple verticals and highly scalable solutions designed for large enterprise customers. We also examine the competitive dynamics within the customer outreach market, which will benefit enterprises searching for a customer outreach suite and vendors looking for partnership opportunities. Ovum segments vendors based on technological strength, customer reputation, and market impact. We also provide a view of vendor capabilities and advise on those who should be considered or shortlisted.

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Report Table of Contents:

Executive summary
In a nutshell
Ovum view
Competitor overview
A fragmented landscape
Large providers of hosted inbound IVR
Dedicated outbound providers
Vertical-specific vendors
Carriers
The hosted customer outreach Decision Matrix
Five vendors assessed according to technical, market, and customer scores
Market leaders
The challengers
Market leaders: technology assessment
Market leaders: end-user sentiment
Vendor analysis
Adeptra: hosted customer outreach radars
Recommendation: consider
Nuance: customer outreach radars
Recommendation: consider
SoundBite: customer outreach radars
Recommendation: shortlist
Tellme: customer outreach radars
Recommendation: consider
Varolii: customer outreach radars
Recommendation: shortlist
Other notable providers of hosted customer outreach and applications
Voxeo
Voxeo's technology
Voxeo: developer focus
Angel
LiveVox
Teleperformance
VoltDelta
Voxify
West Notifications Group
Appendix
Further reading
Definitions
Contact center
Automated proactive customer communications
Summary scores
Ovum ratings
Shortlist
Consider
Extended methodology
Technology assessment
End-user sentiment
Market impact
Sources

List of Tables
Table 1:  Customer outreach solutions providers rated in this report
Table 2:  Hosted proactive communications Decision Matrix: vendor scores summary

List of Figures
Figure 1:  Hosted customer outreach competitive landscape
Figure 2:  The hosted customer outreach Decision Matrix
Figure 3:  Market leader analysis: technology assessment
Figure 4:  Market leader analysis: end-user sentiment
Figure 5:  Adeptra hosted customer outreach radars
Figure 6:  Nuance hosted customer outreach radars
Figure 7:  SoundBite hosted customer outreach radars
Figure 8:  Tellme hosted customer outreach radars
Figure 9:  Varolii hosted customer outreach radars


About Ovum

Ovum fully understands convergence across telecoms, IT services and software. They invest heavily in researching what is happening in a market that is dynamic and full of risk and reward, analysing the changes and identify the threats and opportunities ahead for their clients. Ovum's team has extensive experience in the sector and is dedicated to 'getting closer' - to the industries they advise on, to the people they work for, and ultimately to the real issues determining how ICT markets behave. Ovum maintains a fluid, highly collaborative structure that brings the right range of expertise to each situation.  View more research from Ovum at http://www.fastmr.com/catalog/publishers.aspx?pubid=1006

About Fast Market Research

Fast Market Research is an online aggregator and distributor of market research and business information. We represent the world's top research publishers and analysts and provide quick and easy access to the best competitive intelligence available.

For more information about these or related research reports, please visit our website at http://www.fastmr.com or call us at 1.800.844.8156.

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Fast Market Research is an online aggregator and distributor of market research and business information. We represent the world's top research publishers and analysts and provide quick and easy access to the best competitive intelligence available.