Save or Share this Report

For Application Development & Delivery Professionals

Update 2012: Proactive Outbound Notification Saves Money

And Provides Personalized Services To Boost Customer Satisfaction

February 7, 2012

Primary author headshot


Why Read This Report

In 2009, Forrester identified opportunities for contact center infrastructure and operations professionals (I&O) to use proactive customer communications to reduce costs for incoming calls by sending outbound messages of interest to customers to the devices of their choice. Entering 2012, these solutions have added a number of new capabilities such as more in-depth reporting, tighter contact center integration, and the use of more capable mobile devices to improve the user experience. Because the industry is more mature, I&O professionals can now seek solution providers that are more experienced in what transactions make sense in their industry. Unlike automated messages that intrude rather than inform, proactive notification systems identify areas that customers find important, such as account changes, alerts, or time-sensitive offers, and then send notifications to them via the media of their choice.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).


Recommended Research