Predictive Dialer Software Market: Software Segment Is Expected To Continue Dominating Over The Forecast Period

 Predictive Dialer Software Industry Overview

The global predictive dialer software market size is expected to reach USD 12.19 billion by 2028, according to a new report by Grand View Research, Inc. It is expected to expand at a CAGR of 37.0% from 2021 to 2028. Predictive dialer software uses statistical algorithms to predict the availability of contact center agents and estimates the normal time for phone calls to be answered. The dialing rate is then adjusted accordingly considering these two factors.

Businesses are widely adopting predictive dialer systems to reach out to a large number of customers automatically. Furthermore, predictive dialer dials from a list of phone numbers and can detect disconnected phone numbers, voicemail messages, busy signals, and unanswered numbers. Such a system potentially allows companies to keep their customers updated about a service issue or emergency.

Numerous businesses across the globe are adopting predictive dialer software to leverage automated dialer technology to connect with their customers in real-time. The software allows contact center agents to adjust the calling rate efficiently according to the sales benchmarks and quotas. The software also allows agents to access valuable customer information related to the next call in the lineup.

Predictive dialer software can allow contact center agents to effectively handle high call volumes. The software can also help businesses in improving agent efficiency and productivity with a lesser workforce. The outbreak of COVID-19 is anticipated to drive the demand for predictive dialer software as companies prefer working with a limited workforce amid the pandemic.

Predictive Dialer Software Market Segmentation
Grand View Research has segmented the global predictive dialer software market on the basis of component, deployment, enterprise size, end use, and region:

• Based on the Component Insights, the market is segmented into Software, and Services.
• The software segment dominated the market in 2020 and accounted for a revenue share of more than 68.0%. The software can effectively skip busy signals and fake numbers, thereby helping agents in increasing the customer calling rate.

 

• The services segment is anticipated to witness the fastest growth over the forecast period. The services segment has been further segmented into integration and deployment, support and maintenance, training and consulting, and managed services.

 

Based on the Deployment Insights, the market is segmented into Cloud, and On-premise.

• The on-premise segment dominated the market in 2020 and accounted for a revenue share of more than 55.0%. Organizations are preferring a hybrid cloud, which comprises at least one public cloud and on-premise system.

 

• The cloud segment is expected to witness the fastest growth over the forecast period. The growth can be attributed to the growing adoption of cloud-based software by businesses to eliminate the hassles and expenses associated with managing an on-premise system. 

 

Based on the Enterprise Size Insights, the market is segmented into Large Enterprises, and Small & Medium Enterprises.

• The large enterprises' segment dominated the market in 2020 and accounted for a revenue share of more than 54.0%. The adoption of predictive dialer software for cold-calling and inside sales and customer support activities is growing continuously.

 

• The small and medium enterprises segment is anticipated to witness the fastest growth over the forecast period. The software typically reduces the number of dropped calls and hence the idle time of agents. The software also allows agents to access historical CRM reports so that they can handle customer queries effectively.

 

Based on the End-use Insights, the market is segmented into BFSI, Government, Healthcare, IT & Telecom, and Others.

• The IT and telecom segment dominated the market in 2020 and accounted for a revenue share of more than 27.0%. Predictive dialer is an automated dialing system that can potentially allow IT and telecom contact centers to significantly increase the number of outbound calls.

 

• The government segment is anticipated to register the fastest CAGR over the forecast period. The growth can be attributed to the growing need for rolling out efficient public services. Government agencies are widely adopting predictive dialer systems to provide quality services to the public.

 

Predictive Dialer Software Regional Outlook

• North America
• Europe
• Asia Pacific
• Latin America
• Middle East & Africa (MEA)

 

Key Companies Profile & Market Share Insights

The market is highly fragmented in nature. Prominent market players are adopting various strategies, such as strategic joint ventures, partnerships, product innovation, research & development initiatives, geographical expansion, and mergers & acquisitions to cement their foothold in the market. Businesses are focusing on providing both cloud-based and on-premise software solutions to large enterprises. These solutions are designed to help enterprises efficiently manage the high-volume and high-touch automated multichannel campaigns.

Vendors are focusing on offering predictive dialer capabilities, which can potentially drive both conventional outbound contact center activities, such as telemarketing and voice-based communications and proactive outreach strategies, which leverage the numerous customer contact channels. Vendors are also focusing on offering call monitoring, call recording, and call scheduling features. Businesses are aggressively adopting these solutions to automate their processes related to voice broadcasting, Interactive Voice Response (IVR), and live call transfer. Marketing teams are typically using the software to play pre-recorded advertisements, autodial leads, and run campaigns. Some prominent players in the global predictive dialer software market include:

• Agile CRM
• ChaseData Corporation
• Convoso
• Five9, Inc.
• NICE inContact
• PhoneBurner
• RingCentral, Inc.
• Star2Billing S.L.
• VanillaSoft
• Ytel Inc.

 

Order a free sample PDF of the Predictive Dialer Software Market Intelligence Study, published by Grand View Research.

 

About Grand View Research

Grand View Research, U.S.-based market research and consulting company, provides syndicated as well as customized research reports and consulting services. Registered in California and headquartered in San Francisco, the company comprises over 425 analysts and consultants, adding more than 1200 market research reports to its vast database each year. These reports offer in-depth analysis on 46 industries across 25 major countries worldwide. With the help of an interactive market intelligence platform, Grand View Research Helps Fortune 500 companies and renowned academic institutes understand the global and regional business environment and gauge the opportunities that lie ahead.

 

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