Customer Engagement in Government and Education in Europe and North America

The Current and Future Government and Education Vertical


This study’s objective was to review current and future adoption of customer contact strategies, enabling technologies, and services in the government and education vertical. The use of Web self-service, social media, mobile applications, and video are expected to increase over the next 2 years, but LiveAgent voice and email will likely decline. Centers are mostly multichannel integrated, but more contact centers in North America are fully integrated than in Europe. Organizations plan to increase the use of social media strategies by 2016, with priority given to the dedicated customer support forums and integration with other contact channels. Centers in North America will make more social media investments than in Europe.

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This studys objective was to review current and future adoption of customer contact strategies, enabling technologies, and services in the government and education vertical. The use of Web self-service, social media, mobile applications, and video are expected to increase over the next 2 years, but LiveAgent voice and email will likely decline. Centers are mostly multichannel integrated, but more contact centers in North America are fully integrated than in Europe. Organizations plan to increase the use of social media strategies by 2016, with priority given to the dedicated customer support forums and integration with other contact channels. Centers in North America will make more social media investments than in Europe.

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Table of Contents

Research Background, Objectives, and MethodologyResearch Background and ObjectivesMethodologyOverall Firmagraphic DetailsExecutive SummaryExecutive SummaryExecutive Summary (continued)Executive Summary (continued)Executive Summary (continued)Executive Summary (continued)Executive Summary (continued)Executive Summary (continued)Executive Summary (continued)Executive Summary (continued)Customer Interactions ChannelsCurrent versus Future Customer Interaction Channels in the Government and Education VerticalCurrent Customer Interaction Channels in the Government and Education VerticalFuture Customer Interaction Channels Channels in the Government and Education VerticalIntegration across All Customer Contact ChannelsCurrent and Future Integration of Contact Channels in the Government and Education VerticalCurrent Integration of Contact Centers in the Government and Education VerticalFuture Integration of Contact Centers in the Government and Education VerticalPrevalence of AutomationCurrent and Future Prevalence of Full Automation in the Government and Education VerticalCurrent and Future Prevalence of Full Automation in the Government and Education Vertical (continued)Prevalence of Speech Recognition in Interactive Voice Response InteractionsCurrent/Future Prevalence of Speech Recognition Enabled-IVR Interactions in the Government and Education VerticalThe Future of Outbound Customer InteractionsExpected Changes of Outbound Customer Interactions in the Government and Education VerticalExpected Changes of Outbound Customer Interactions for PCC in the Government and Education VerticalExpected Changes of Outbound Customer Interactions for Sales and Marketing in the Government/Education VerticalExpected Changes of Outbound Customer Interactions for Collections in the Government and Education VerticalSocial Media Customer Contact StrategyCurrent and Future Capabilities of Social Media Customer Contact Strategy in the Government and Education VerticalCurrent Capabilities of Social Media Customer Contact Strategy in the Government and Education VerticalFuture Capabilities of Social Media Customer Contact Strategy in the Government and Education VerticalMobile Customer Contact StrategyCurrent and Future Capabilities of Mobile Customer Contact Strategy in the Government and Education VerticalCurrent Capabilities of Mobile Customer Contact Strategy in the Government and Education VerticalFuture Capabilities of Mobile Customer Contact Strategy in the Government and Education VerticalPotential Restraints to Achieving Multichannel Customer Contact Center GoalsPotential Restraints in the Government and Education VerticalPrevalence of Systems and Applications Current versus Future Prevalence of Systems/ Applications in the Government and Education VerticalCurrent Prevalence of Systems/Applications in the Government and Education VerticalFuture Prevalence of Systems/Applications in the Government and Education VerticalNumber of Agent Performance Optimization Vendors SourcedCurrent and Future Number of APO Vendors Sourced in the Government and Education VerticalCurrent and Future Number of APO Vendors Sourced in the Government and Education Vertical (continued)Integration of Agent Performance Optimization ApplicationsCurrent and Future Integration of APO Applications in the Government and Education VerticalCurrent Integration of APO Applications with Multichannel Applications in the Government and Education VerticalFuture Integration of APO Applications with Multichannel Applications in the Government and Education VerticalPrimary Use Cases for Agent Performance Optimization ApplicationsUsing APO Applications in the Government and Education VerticalLeveraging APO Tools in Other Departments in the Government and Education VerticalRestraints to Leveraging Customer InsightsRestraints to Leveraging Customer Insights in the Government and Education VerticalCurrent Use of Hosted/Cloud SolutionsCurrent Use of Hosted/Cloud Contact Center Solutions in the Government and Education Vertical Important Factors in the Decision to Move to Hosted/Cloud SolutionsImportant Factors in the Decision to Move to Hosted/Cloud Solutions in the Government and Education Vertical Hosted/Cloud Contact Center ApplicationsContact Center Applications Currently Used as Hosted/Cloud Solutions in the Government and Education Vertical Contact Center Applications Planned to be Moved to Hosted/Cloud Solutions in the Government/Education Vertical Hosted/Cloud Contact Center VendorsCurrent and Future Number of Vendors Sourced in the Government and Education Vertical Current and Future Hosted/Cloud Contact Center Providers in the Government and Education Vertical Current Hosted/Cloud Contact Center Providers in the Government and Education Vertical Future Hosted/Cloud Contact Center Providers in the Government and Education Vertical Restraints to Moving to Hosted/Cloud Contact Center Solutions Restraints to Moving to Hosted/Cloud Contact Center Solutions in the Government and Education Vertical Customer Care Functions OutsourcedCustomer Care Outsourcing Adoption in the Government and Education Vertical Customer Care Functions Currently Outsourced and Planned to be Outsourced in the Government and Education Vertical Currently Outsourced Customer Care Functions in the Government and Education Vertical Customer Care Functions Planned to be Outsourced in the Government and Education Vertical Outsourcing Customer Contact ChannelsContact Channels/Interactions Currently Handled/Planned to be Handled by Outsourcers in the Government/Education Vertical Contact Channels/Interactions Currently Handled by Outsourcers in the Government and Education Vertical Contact Channels/Interactions Planned to be Handled by Outsourcers in the Government and Education Vertical Priority of Consistent and Seamless Customer Experiences Current/Future Priority to Deliver Consistent and Seamless Customer Experiences in the Government/Education Vertical Current Level of Priority to Deliver Consistent and Seamless Customer Experience in the Government/Education Vertical Expected Level of Priority to Deliver Consistent/Seamless Customer Experience in the Government/Education VerticalOutsourced Contact Center Seats/AgentsCurrent/Future Proportions of Outsourced Contact Center Seats/Agents in the Government and Education VerticalCurrent/Future Proportions of Outsourced Contact Center Seats/Agents in the Government/Education Vertical (continued)Outsourcing LocationsLocations of Current and Expected Outsourcing in the Government and Education Vertical Locations of Currently Outsourced Contact Centers in the Government and Education Vertical Locations of Contact Centers Planned to be Outsourced in the Government and Education Vertical Number of Outsourcers UsedAverage Number of Outsourcers Currently Used/Planned to be Used in the Government and Education Vertical Important Factors in Outsourcer SelectionCurrent and Future Outsourcer Selection Considerations in the Government and Education Vertical Important Factors in the Decision to Use Outsourcers Currently in the Government and Education Vertical Important Factors in the Decision to Use Outsourcers in the Future in the Government and Education Vertical Restraints to Using OutsourcersRestraints to Using a Third-party Provider in the Government and Education Vertical Key TakeawaysKey TakeawaysLegal DisclaimerThe Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition—Future of Your Company & CareerNorth America and Europe PerspectiveIndustry Convergence360º Research PerspectiveImplementation ExcellenceOur Blue Ocean Strategy




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