Delivering the Message

Automated outbound messaging – voice, IVR, fax, e-mail and SMS/text messaging are and can be used to handle a wide range of interactions – is becoming a key instrument in every organization’s customer interaction tool shed. These tasks include and range from appointment reminders to billing, collections, crew notifications, fraud alerts, airline gate and schedule changes, prescription refill reminders, and in accordance with
the law fundraising and telemarketing.

 
These tools are also becoming more feature-rich. For example, CSG Interactive Messaging’s Precision eCare suite offers companies’ customers the ease of receiving monthly statements attached to secure e-mails. It offers new technology that enables customers to view and pay their bills directly via interactive features embedded in dynamic .pdf files.

 
Automated messaging is becoming popular because it provides immediate notification of and subsequent action on issues and offers while avoiding the high costs of outbound and inbound live agent calls while permitting better agent utilization by deploying them to higher-value contacts. DMG Consulting’s 2010 Outbound Dialing Market Research Report projects that the outbound voice notification market will grow by 20 percent, 18 percent and 16 percent respectively between 2010 and 2012. In contrast, traditional live agent dialing market will grow by 6 percent, 7 percent and 8 percent respectively over the same period.

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