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  • Customer Engagement in Healthcare in Europe and North America

Customer Engagement in Healthcare in Europe and North America

Healthcare Vertical

  • Research Code : NE53-01-00-00-00
  • SKU : IT00740-NA-CR_02023
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  • Release Date : 10-Oct-2014
  • Region : North America
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Availability: In stock

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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Description
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.


Table of Contents

Research Background, Objectives, and Methodology

Research Background and Objectives
Methodology
Overall Firmagraphic Details

Executive Summary

Executive Summary
Executive Summary (continued)
Executive Summary (continued)
Executive Summary (continued)
Implications—What Will The Future Look Like?

Customer Interaction Channels

Current versus Future Customer Interaction Channels in Healthcare
Current Customer Interaction Channels in Healthcare
Future Customer Interaction Channels in Healthcare

Integration across All Customer Contact Channels

Current and Future Integration of Contact Channels in Healthcare
Current Integration of Contact Centers in Healthcare
Future Integration of Contact Centers in Healthcare

Prevalence of Automation

Current and Future Prevalence of Full Automation in Healthcare
Current and Future Prevalence of Full Automation in the Healthcare Vertical

Prevalence of Speech Recognition in IVR Interactions

Current and Future Prevalence of Speech Recognition-enabled IVR Interactions in Healthcare

The Future of Outbound Customer Interactions

Expected Changes in Outbound Customer Interactions in Healthcare
Expected Changes in Outbound Customer Interactions for Proactive Customer Care in Healthcare
Expected Changes in Outbound Customer Interactions for Sales and Marketing in Healthcare
Expected Changes in Outbound Customer Interactions for Collections in the Healthcare Vertical

Social Media Customer Contact Strategy

Current and Future Capabilities of Social Media Customer Care in Healthcare
Current Capabilities of Social Media Customer Care in Healthcare
Future Capabilities of Social Media Customer Contact Strategy in Healthcare

Mobile Customer Contact Strategy

Current and Future Capabilities of Mobile Customer Care in Healthcare
Current Capabilities of Mobile Customer Contact Strategy in Healthcare
Future Capabilities of Mobile Customer Care in Healthcare

Potential Restraints to Achieving Multi-channel Customer Contact Center Goals

Potential Restraints to Achieving Multi-channel Customer Contact in Healthcare
Business Process Change is the Key Challenge Facing Healthcare Providers

Prevalence 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 Sourced

Current and Future Number of APO Vendors Sourced in Healthcare
Current and Future Number of APO Vendors Sourced in Healthcare (continued)

Integration of APO Applications

Current and Future Integration of APO Applications in Healthcare
Current Integration of APO Applications with Multi-channel in Healthcare
Future Integration of APO Applications with Multi-channel in Healthcare

Primary Use Cases for APO Applications

Use of APO Applications in Healthcare
Leveraging APO Tools in Other Departments within Healthcare

Restraints to Leveraging Customer Insights

Restraints to Leveraging Customer Insights in Healthcare

Current Use of Hosted/Cloud Solutions

Cloud is No Longer a 4-letter Word in Healthcare
Current Use of Hosted/Cloud Contact Center Solutions in Healthcare

Important Factors in the Decision to Move to Hosted/Cloud Solutions

Important Factors in the Decision to Move to Hosted/Cloud Solutions in Healthcare

Hosted/Cloud Contact Center Applications

Contact 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 Vendors

Current 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 Healthcare
Future 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 Healthcare

Customer Care Functions Outsourced

Customer Care Outsourcing Adoption in Healthcare
Customer Care Functions Currently Outsourced or Plan to be Outsourced in Healthcare
Currently Outsourced Customer Care Functions in Healthcare
Customer Care Functions Planned to be Outsourced in Healthcare

Outsourcing Customer Contact Channels

Contact Channels/Interactions Currently Handled and Planned to be Handled by Outsourcers in Healthcare
Contact 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 Healthcare
Current Level of Priority to Deliver Consistent and Seamless Customer Experiences in Healthcare
Expected Level of Priority to Deliver Consistent and Seamless Customer Experiences in Healthcare

Outsourced Contact Center Seats/Agents

Current and Future Proportions of Outsourced Contact Center Seats/Agents in Healthcare
Current and Future Proportions of Outsourced Contact Center Seats/Agents in Healthcare (continued)

Outsourcing Locations

Locations 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 Used

Average Number of Outsourcers Currently Used and Planned to be Used in Healthcare

Important Factors in Outsourcer Selection

Current 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 Outsourcers

Restraints to Using a 3rd-party Provider in Healthcare

Key Takeaways

Key Takeaways
Key Takeaways (continued)
Legal Disclaimer

The Frost & Sullivan Story

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


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