Customer Engagement in Healthcare in Europe and North America

Customer Engagement in Healthcare in Europe and North America

Healthcare Vertical

RELEASE DATE
10-Oct-2014
REGION
North America
Research Code: NE53-01-00-00-00
SKU: IT00740-NA-CR_02023
$12,500.00
In stock
SKU
IT00740-NA-CR_02023
$12,500.00
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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 and Objectives

Methodology

Overall Firmagraphic Details

Executive Summary

Executive Summary (continued)

Executive Summary (continued)

Executive Summary (continued)

Implications—What Will The Future Look Like?

Current versus Future Customer Interaction Channels in Healthcare

Current Customer Interaction Channels in Healthcare

Future Customer Interaction Channels in Healthcare

Current and Future Integration of Contact Channels in Healthcare

Current Integration of Contact Centers in Healthcare

Future Integration of Contact Centers in Healthcare

Current and Future Prevalence of Full Automation in Healthcare

Current and Future Prevalence of Full Automation in the Healthcare Vertical

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

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

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

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 in Healthcare

Business Process Change is the Key Challenge Facing Healthcare Providers

Current versus Future Prevalence of Systems/ Applications in Healthcare

Current Prevalence of Systems/Applications in Healthcare

Future Prevalence of Systems/Applications in Healthcare

Current and Future Number of APO Vendors Sourced in Healthcare

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

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

Use of APO Applications in Healthcare

Leveraging APO Tools in Other Departments within Healthcare

Restraints to Leveraging Customer Insights in Healthcare

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 in Healthcare

Contact Center Applications Currently Used as Hosted/Cloud Solutions in Healthcare

Contact Center Applications Planned to be Moved to Hosted/Cloud Solutions in Healthcare

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 in Healthcare

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

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

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

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)

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

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

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 a 3rd-party Provider in Healthcare

Key Takeaways

Key Takeaways (continued)

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
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.
More Information
No Index Yes
Podcast No
Author Ashwin Iyer
Industries Information Technology
WIP Number NE53-01-00-00-00
Is Prebook No