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