Customer Engagement in Government and Education in Europe and North America

Customer Engagement in Government and Education in Europe and North America

The Current and Future Government and Education Vertical

RELEASE DATE
15-Oct-2014
REGION
North America
Research Code: NE59-01-00-00-00
SKU: IT00743-NA-CR_02026
$12,500.00
In stock
SKU
IT00743-NA-CR_02026
$12,500.00
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Description

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.

Table of Contents

Research Background and Objectives

Methodology

Overall Firmagraphic Details

Executive Summary

Executive Summary (continued)

Executive Summary (continued)

Executive Summary (continued)

Executive Summary (continued)

Executive Summary (continued)

Executive Summary (continued)

Executive Summary (continued)

Executive Summary (continued)

Current versus Future Customer Interaction Channels in the Government and Education Vertical

Current Customer Interaction Channels in the Government and Education Vertical

Future Customer Interaction Channels Channels in the Government and Education Vertical

Current and Future Integration of Contact Channels in the Government and Education Vertical

Current Integration of Contact Centers in the Government and Education Vertical

Future Integration of Contact Centers in the Government and Education Vertical

Current and Future Prevalence of Full Automation in the Government and Education Vertical

Current and Future Prevalence of Full Automation in the Government and Education Vertical (continued)

Current/Future Prevalence of Speech Recognition Enabled-IVR Interactions in the Government and Education Vertical

Expected Changes of Outbound Customer Interactions in the Government and Education Vertical

Expected Changes of Outbound Customer Interactions for PCC in the Government and Education Vertical

Expected Changes of Outbound Customer Interactions for Sales and Marketing in the Government/Education Vertical

Expected Changes of Outbound Customer Interactions for Collections in the Government and Education Vertical

Current and Future Capabilities of Social Media Customer Contact Strategy in the Government and Education Vertical

Current Capabilities of Social Media Customer Contact Strategy in the Government and Education Vertical

Future Capabilities of Social Media Customer Contact Strategy in the Government and Education Vertical

Current and Future Capabilities of Mobile Customer Contact Strategy in the Government and Education Vertical

Current Capabilities of Mobile Customer Contact Strategy in the Government and Education Vertical

Future Capabilities of Mobile Customer Contact Strategy in the Government and Education Vertical

Potential Restraints in the Government and Education Vertical

Current versus Future Prevalence of Systems/ Applications in the Government and Education Vertical

Current Prevalence of Systems/Applications in the Government and Education Vertical

Future Prevalence of Systems/Applications in the Government and Education Vertical

Current and Future Number of APO Vendors Sourced in the Government and Education Vertical

Current and Future Number of APO Vendors Sourced in the Government and Education Vertical (continued)

Current and Future Integration of APO Applications in the Government and Education Vertical

Current Integration of APO Applications with Multichannel Applications in the Government and Education Vertical

Future Integration of APO Applications with Multichannel Applications in the Government and Education Vertical

Using APO Applications in the Government and Education Vertical

Leveraging APO Tools in Other Departments in the Government and Education Vertical

Restraints to Leveraging Customer Insights in the Government and Education Vertical

Current Use of Hosted/Cloud Contact Center Solutions in the Government and Education Vertical

Important Factors in the Decision to Move to Hosted/Cloud Solutions in the Government and Education Vertical

Contact 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

Current 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 in the Government and Education Vertical

Customer 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

Contact 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

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 Vertical

Current/Future Proportions of Outsourced Contact Center Seats/Agents in the Government and Education Vertical

Current/Future Proportions of Outsourced Contact Center Seats/Agents in the Government/Education Vertical (continued)

Locations 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

Average Number of Outsourcers Currently Used/Planned to be Used in the Government and Education Vertical

Current 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 a Third-party Provider in the Government and Education Vertical

Key Takeaways

Legal Disclaimer

The Frost & Sullivan Story

Value Proposition—Future of Your Company & Career

North America and Europe Perspective

Industry Convergence

360º Research Perspective

Implementation Excellence

Our Blue Ocean Strategy

Related Research
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.
More Information
No Index Yes
Podcast No
Author Stephen Loynd
Industries Information Technology
WIP Number NE59-01-00-00-00
Is Prebook No