1、An Optimized Customer Contact Strategy Combines Transparency And IntelligenceThe State Of Outbound Communications In 2022A FORRESTER CONSULTING THOUGHT LEADERSHIP PAPER COMMISSIONED BY NEUSTAR,A TRANSUNION COMPANY,OCTOBER 2022ABOUT FORRESTER CONSULTINGForrester provides independent and objective res

2、earch-based consulting to help leaders deliver key transformation outcomes.Fueled by our customer-obsessed research,Forresters seasoned consultants partner with leaders to execute on their priorities using a unique engagement model that tailors to diverse needs and ensures lasting impact.For more in

3、formation,visit Research,Inc.All rights reserved.Unauthorized reproduction is strictly prohibited.Information is based on best available resources.Opinions reflect judgment at the time and are subject to change.Forrester,Technographics,Forrester Wave,and Total Economic Impact are trademarks of Forre

4、ster Research,Inc.All other trademarks are the property of their respective companies.For additional information,go to .E-53995Project Director:Andrew Magarie,Principal Market Impact ConsultantContributing Research:Forresters Technology Architecture&Delivery research groupTable of Contents3 Executiv

5、e Summary4 Key Findings5 A Modern Contact Strategy Is A Multichannel Strategy10 Right-Party Contact Rates Highlight Room For Improvement In Outbound16 A Customer Contact Solution Is A Key Part Of Your Customer Experience Arsenal22 Key Recommendations24 AppendixAN OPTIMIZED CUSTOMER CONTACT STRATEGY

6、COMBINES TRANSPARENCY AND INTELLIGENCE2Executive SummaryOutbound communications are a vital connection point between organizations and customers,enabling organizations to share critical and time-sensitive information with their customers.Outbound communication channels are essential to meeting custo