Reportlinker Adds Decision Matrix: Selecting a Provider of Hosted Customer Outreach in North America

Oct 07, 2010, 11:49 ET from Reportlinker

NEW YORK, Oct. 7 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:

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

http://www.reportlinker.com/p0306294/Decision-Matrix-selecting-a-provider-of-hosted-customer-outreach-in-North-America.html

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.

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

To order this report:

IT Services Industry: Decision Matrix: selecting a provider of hosted customer outreach in North America

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Nicolas Bombourg

Reportlinker

Email: nbo@reportlinker.com

US: (805)652-2626

Intl: +1 805-652-2626



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