Zelos Group Report Finds High Growth Areas Within Teleservices Industry

SAN FRANCISCO, CA - Despite a sluggish topline, Zelos Group's most recent Teleservices Databook, a study of the teleservices industry, finds high growth areas within the overall market. "This is the moment of truth for public, pure-play shops," said Mark Plakias, senior analyst and partner, Zelos Group. "We anticipate that the segment will contract as a percentage of total market contribution, and expect continued consolidation. The effects of partnerships between those firms and automated and interactive agencies will be the story to watch." In addition to evaluating the impact of recent legislation, like the Do Not Call Registry (DNC), outsourcing call centers offshore and the macroeconomic environment, the Teleservices Databook identifies three areas of the industry that will experience significant growth: Interactive Notifications, outsourced directory assistance and hosted speech recognition. "At the heart of this market is a very simple, but profound idea," said Plakias. "Interactive Notifications proactively communicate with the customer about an event that will reduce the costs of inbound contact management, since it was proactively addressed before the customer got to it, and shrink business process cycle time, as no time was spent waiting for the customer to bring it up. Participants in this market report double-digit sequential growth and doubling annualized revenues, making it an attractive opportunity." Zelos Group estimates a total revenue stream from outsourced IN of $600 Million in 2008. This is a small, but vital market segment of the outsourced contact management industry. Its significance is underscored by initiatives by Convergys and First Data, who have both developed strategic alliances to offer the capability. Outsourced directory assistance (DA) presents another growth opportunity for the teleservices industry. Zelos Group estimates that in 2002, wholesale DA delivered $700 million in billings to carriers, and that the total retail revenues generated by DA in US was $4.8 Billion. For more information about this report click here or call +1 415.393.5700.