Capitalizing on Opportunities in the Global Contact Center Outsourcing Market with Digital Transformation, 2018 to 2020

Capitalizing on Opportunities in the Global Contact Center Outsourcing Market with Digital Transformation, 2018 to 2020

Actionable Strategies and Tactics to Accelerate Growth in a Highly Competitive Global BPO Market

RELEASE DATE
25-Apr-2018
REGION
North America
Research Code: K173-01-00-00-00
SKU: IT03645-NA-MO_21809

$4,950.00

Special Price $3,712.50 save 25 %

In stock
SKU
IT03645-NA-MO_21809

$4,950.00

$3,712.50 save 25 %

DownloadLink

Pay by invoice

ENQUIRE NOW

Description

Delivering best in class customer experience through digital solutions is key for success in the BPO industry across industries and regions. The ability to provide an omnichannel experience, efficiencies through artificial intelligence, personalized marketing and customized solutions are critical success factors. Chatbots and videoconferencing features are increasingly sought after, and incorporating unified communications is a valuable differentiator. Price continues to play a top factor in decision making. This study provides contact center outsourcers with important benchmarks across verticals, and supports their digital transformation journey. The study covers trends impacting the contact center BPO market, strategic imperatives for contact center BPO providers, end user priorities for customer engagement, outsourcer investment trends, case studies of successful digital transformation implementations, growth opportunities in 2019 and beyond, analyst commentary and perspectives, and the 2018 top predictions for the BPO Industry.

Features and solutions covered include big data analytics, chat and chat Bot (Interactive Text Response), customer journey analytics, email, guided resolution/next best action, IVR, IoT, live agent voice, messaging bot, mobile customer care, proactive outbound, performance management, quality monitoring, real time speech analytics, social media analytics, speech analytics, unified agent desktop, video, web collaboration tools, workforce management, and eLearning.

Table of Contents

Trends Impacting the Contact Center BPO Market

Frost & Sullivan Digital Transformation Framework

Digital Transformation Framework—Digital Ecosystem

Digital Transformation Framework—Business Functions

Digital Transformation Framework—Business Models

Research Objectives and Methods

Survey Methodology

End User Priorities for Customer Engagement, Global, 2017

Importance of Digital Transformation Investments

Contact Centers and Applications Usage

Outsourcers Need to Improve their KPIs with Digital Transformation Solutions

Channel Integration Plans

Social Media Strategy Goals

Mobile Device Capabilities for Customer Care

Top Factors Influencing Outsourcer Selection

Customer Care Functions Moved to Outsourcers

Top Drivers for IT Investment Over Next 2 Years

Technologies that Have the Most Impact on Revenue Growth

Technologies to Impact Cost Reduction Efforts

Plans for Investment Over Next Two Years by Sector

Expectations for Outsourcers to Deliver an Omnichannel Experience by Region

Expectations for Outsourcers to Deliver an Omnichannel Experience by Industry

Portion of Seats Moved to Outsourcers over the Next Two Years by Industry

Locations of Outsourcers

Number of Outsourcers

Factors Preventing the Use of Outsourcers

Importance of Digital Transformation Investments

Avaya Oceana™ Delivers a Wave of Efficiencies—Phased Approach Assures a Smooth Digital Transformation

Teleperformance’s Solution for Delivering an Exceptional Customer Experience

Genesys Delivers Omni-channel Experience

Key Digital Growth Opportunities in the Contact Center BPO Industry

Growth Opportunity 1—Omnichannel Customer Experience

Growth Opportunity 2—Customer Experience Analytics

Growth Opportunity 3—Social Media Monitoring

Growth Opportunity 4—Social Customer Engagement

Growth Opportunity 5—Live Chat

Growth Opportunity 6—Messaging Platforms in Customer Service

Growth Opportunity 7—The IoT: Supporting Immersive Experiences

Growth Opportunity 8—Artificial Intelligence (AI)

Growth Opportunity 9—Virtual Agent/Advisor

Growth Opportunity 10—Gamifying the Customer Experience

Growth Opportunity 11—WebRTC (Real Time Communications) Applications

Growth Opportunity 12—Hosted/Cloud Contact Centers

Growth Opportunity 13—Work at Home Solutions

Growth Opportunity 14—Industry Focus: Healthcare

Strategic Imperatives for Contact Center BPO Providers

Analyst Commentary and Perspectives

Analyst Commentary and Perspectives (continued)

Analyst Commentary and Perspectives (continued)

Analyst Commentary and Perspectives (continued)

Analyst Commentary and Perspectives (continued)

Analyst Commentary and Perspectives (continued)

Analyst Commentary and Perspectives (continued)

Top Predictions for the Global BPO Industry

Legal Disclaimer

Industry Definitions

Industry Definitions (continued)

Industry Definitions (continued)

Industry Definitions (continued)

Industry Definitions (continued)

List of Exhibits

List of Exhibits (continued)

Related Research
Delivering best in class customer experience through digital solutions is key for success in the BPO industry across industries and regions. The ability to provide an omnichannel experience, efficiencies through artificial intelligence, personalized marketing and customized solutions are critical success factors. Chatbots and videoconferencing features are increasingly sought after, and incorporating unified communications is a valuable differentiator. Price continues to play a top factor in decision making. This study provides contact center outsourcers with important benchmarks across verticals, and supports their digital transformation journey. The study covers trends impacting the contact center BPO market, strategic imperatives for contact center BPO providers, end user priorities for customer engagement, outsourcer investment trends, case studies of successful digital transformation implementations, growth opportunities in 2019 and beyond, analyst commentary and perspectives, and the 2018 top predictions for the BPO Industry. Features and solutions covered include big data analytics, chat and chat Bot (Interactive Text Response), customer journey analytics, email, guided resolution/next best action, IVR, IoT, live agent voice, messaging bot, mobile customer care, proactive outbound, performance management, quality monitoring, real time speech analytics, social media analytics, speech analytics, unified agent desktop, video, web collaboration tools, workforce management, and eLearning.
More Information
No Index No
Podcast No
Author Michael DeSalles
Industries Information Technology
WIP Number K173-01-00-00-00
Keyword 1 Contact Center
Is Prebook No
GPS Codes 9658,9661,9705-C1,9723,9AA5-C1