Customer Engagement in Healthcare in Europe and North America

Healthcare Vertical


The objective of this study is to analyze the current and future adoption trends of various customer contact strategies, enabling technologies, and services in the healthcare vertical. North American healthcare companies are more likely to have social customer care, but are behind their European counterparts in terms of mobile customer care. 38% of contact center organizations state that their contact channels are fully integrated; however, by 2016, 52% are expected to be fully integrated. Most healthcare companies expect the volume of outbound interactions to increase for proactive customer care, sales, and marketing. Significantly, more contact centers have adopted hosted/cloud contact center solutions in North America, when compared to Europe. Customer service is the most outsourced contact center function, followed by collections.

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The objective of this study is to analyze the current and future adoption trends of various customer contact strategies, enabling technologies, and services in the healthcare vertical. North American healthcare companies are more likely to have social customer care, but are behind their European counterparts in terms of mobile customer care. 38% of contact center organizations state that their contact channels are fully integrated; however, by 2016, 52% are expected to be fully integrated. Most healthcare companies expect the volume of outbound interactions to increase for proactive customer care, sales, and marketing. Significantly, more contact centers have adopted hosted/cloud contact center solutions in North America, when compared to Europe. Customer service is the most outsourced contact center function, followed by collections.

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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)Implications—What Will The Future Look Like?Customer Interaction ChannelsCurrent versus Future Customer Interaction Channels in HealthcareCurrent Customer Interaction Channels in HealthcareFuture Customer Interaction Channels in HealthcareIntegration across All Customer Contact ChannelsCurrent and Future Integration of Contact Channels in HealthcareCurrent Integration of Contact Centers in HealthcareFuture Integration of Contact Centers in HealthcarePrevalence of AutomationCurrent and Future Prevalence of Full Automation in HealthcareCurrent and Future Prevalence of Full Automation in the Healthcare VerticalPrevalence of Speech Recognition in IVR InteractionsCurrent and Future Prevalence of Speech Recognition-enabled IVR Interactions in HealthcareThe Future of Outbound Customer InteractionsExpected Changes in Outbound Customer Interactions in HealthcareExpected Changes in Outbound Customer Interactions for Proactive Customer Care in HealthcareExpected Changes in Outbound Customer Interactions for Sales and Marketing in HealthcareExpected Changes in Outbound Customer Interactions for Collections in the Healthcare VerticalSocial Media Customer Contact StrategyCurrent and Future Capabilities of Social Media Customer Care in HealthcareCurrent Capabilities of Social Media Customer Care in HealthcareFuture Capabilities of Social Media Customer Contact Strategy in HealthcareMobile Customer Contact StrategyCurrent and Future Capabilities of Mobile Customer Care in HealthcareCurrent Capabilities of Mobile Customer Contact Strategy in Healthcare Future Capabilities of Mobile Customer Care in HealthcarePotential Restraints to Achieving Multi-channel Customer Contact Center GoalsPotential Restraints to Achieving Multi-channel Customer Contact in HealthcareBusiness Process Change is the Key Challenge Facing Healthcare ProvidersPrevalence of Systems and Applications Current versus Future Prevalence of Systems/ Applications in Healthcare Current Prevalence of Systems/Applications in Healthcare Future Prevalence of Systems/Applications in Healthcare Number of APO Vendors SourcedCurrent and Future Number of APO Vendors Sourced in Healthcare Current and Future Number of APO Vendors Sourced in Healthcare (continued)Integration of APO ApplicationsCurrent and Future Integration of APO Applications in HealthcareCurrent Integration of APO Applications with Multi-channel in Healthcare Future Integration of APO Applications with Multi-channel in HealthcarePrimary Use Cases for APO ApplicationsUse of APO Applications in HealthcareLeveraging APO Tools in Other Departments within Healthcare Restraints to Leveraging Customer InsightsRestraints to Leveraging Customer Insights in Healthcare Current Use of Hosted/Cloud SolutionsCloud is No Longer a 4-letter Word in HealthcareCurrent Use of Hosted/Cloud Contact Center Solutions in HealthcareImportant Factors in the Decision to Move to Hosted/Cloud SolutionsImportant Factors in the Decision to Move to Hosted/Cloud Solutions in Healthcare Hosted/Cloud Contact Center ApplicationsContact Center Applications Currently Used as Hosted/Cloud Solutions in Healthcare Contact Center Applications Planned to be Moved to Hosted/Cloud Solutions in Healthcare Hosted/Cloud Contact Center VendorsCurrent and Future Number of Cloud Vendors Sourced in Healthcare Current and Future Hosted/Cloud Contact Center Providers in Healthcare Current Hosted/Cloud Contact Center Providers in HealthcareFuture Hosted/Cloud Contact Center Providers in Healthcare Restraints in Moving to Hosted/Cloud Contact Center Solutions Restraints in Moving to Hosted/Cloud Contact Center Solutions in HealthcareCustomer Care Functions OutsourcedCustomer Care Outsourcing Adoption in HealthcareCustomer Care Functions Currently Outsourced or Plan to be Outsourced in HealthcareCurrently Outsourced Customer Care Functions in Healthcare Customer Care Functions Planned to be Outsourced in Healthcare Outsourcing Customer Contact ChannelsContact Channels/Interactions Currently Handled and Planned to be Handled by Outsourcers in HealthcareContact Channels/Interactions Currently Handled by Outsourcers in Healthcare Contact Channels/Interactions Planned to be Handled by Outsourcers in Healthcare Priority of Consistent and Seamless Customer Experiences Current and Future Priority to Deliver Consistent and Seamless Customer Experiences in HealthcareCurrent Level of Priority to Deliver Consistent and Seamless Customer Experiences in Healthcare Expected Level of Priority to Deliver Consistent and Seamless Customer Experiences in HealthcareOutsourced Contact Center Seats/AgentsCurrent and Future Proportions of Outsourced Contact Center Seats/Agents in HealthcareCurrent and Future Proportions of Outsourced Contact Center Seats/Agents in Healthcare (continued)Outsourcing LocationsLocations of Current and Expected Outsourcing in Healthcare Locations of Currently Outsourced Contact Centers in Healthcare Locations of Contact Centers Planned to be Outsourced in Healthcare Number of Outsourcers UsedAverage Number of Outsourcers Currently Used and Planned to be Used in Healthcare Important Factors in Outsourcer SelectionCurrent and Future Outsourcer Selection Considerations in Healthcare Important Factors in the Decision to Use Outsourcers in Healthcare (Current)Important Factors in the Decision to Use Outsourcers in Healthcare (Future)Restraints to Using OutsourcersRestraints to Using a 3rd-party Provider in HealthcareKey TakeawaysKey TakeawaysKey Takeaways (continued)Legal DisclaimerThe Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition—Future of Your Company & CareerNorth America and Europe PerspectiveIndustry Convergence360º Research PerspectiveImplementation 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