Customer Engagement in Manufacturing in Europe and North America

The Current and Future Manufacturing Vertical

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Regular Price: USD 12,500

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The overall objective of this research service was to look at the current and future adoption of various customer contact strategies, enabling technologies, and services, specifically in the manufacturing vertical. Email accounts for the highest share of customer interactions, ahead of LiveAgent voice, especially in Europe. More customer interactions are taking place through chat in North America than in Europe. In 2 years, more contact centers in North America are expected to have customer interactions through chat and interactive voice response, compared to those in Europe. Overall, 39% of contact center organizations state their contact channels are fully integrated, while the largest proportion is mostly integrated. By 2016, 64% expect to be fully integrated, primarily due to 25% of mostly integrated contact centers transitioning to full integration.

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)Customer Interaction ChannelsCurrent versus Future Customer Interaction Channels in the Manufacturing VerticalCurrent Customer Interaction Channels in the Manufacturing VerticalFuture Customer Interaction Channels in the Manufacturing VerticalIntegration Across All Customer Contact ChannelsCurrent and Future Integration of Contact Channels in the Manufacturing VerticalCurrent Integration of Contact Centers in the Manufacturing VerticalFuture Integration of Contact Centers in the Manufacturing VerticalPrevalence of AutomationCurrent and Future Prevalence of Full Automation in the Manufacturing VerticalCurrent and Future Prevalence of Full Automation in the Manufacturing VerticalPrevalence of Speech Recognition in Interactive Voice Response InteractionsCurrent/Future Prevalence of Speech Recognition-enabled IVR Interactions in the Manufacturing VerticalCurrent/Future Prevalence of Speech Recognition-enabled IVR Interactions in the Manufacturing Vertical (continued)The Future of Outbound Customer InteractionsExpected Changes of Outbound Customer Interactions in the Manufacturing VerticalExpected Changes of Outbound Customer Interactions for PCC in the Manufacturing VerticalExpected Changes of Outbound Customer Interactions for Sales and Marketing in the Manufacturing VerticalExpected Changes of Outbound Customer Interactions for Collections in the Manufacturing VerticalSocial Media Customer Contact StrategyCurrent and Future Capabilities of Social Media Customer Contact Strategy in the Manufacturing VerticalCurrent Capabilities of Social Media Customer Contact Strategy in the Manufacturing VerticalFuture Capabilities of Social Media Customer Contact Strategy in the Manufacturing VerticalMobile Customer Contact StrategyCurrent and Future Capabilities of Mobile Customer Contact Strategy in the Manufacturing VerticalCurrent Capabilities of Mobile Customer Contact Strategy in the Manufacturing VerticalFuture Capabilities of Mobile Customer Contact Strategy in the Manufacturing VerticalPotential Restraints to Achieving Multichannel Customer Contact Center GoalsPotential Restraints in the Manufacturing VerticalPrevalence of Systems and Applications Current versus Future Prevalence of Systems/ Applications in the Manufacturing VerticalCurrent Prevalence of Systems/Applications in the Manufacturing VerticalFuture Prevalence of Systems/Applications in the Manufacturing VerticalNumber of Agent Performance Optimization Vendors SourcedCurrent and Future Number of APO Vendors Sourced in the Manufacturing VerticalCurrent and Future Number of APO Vendors Sourced in the Manufacturing Vertical (continued)Integration of Agent Performance Optimization ApplicationsCurrent and Future Integration of APO Applications in the Manufacturing VerticalCurrent Integration of APO Applications with Multichannel Applications in the Manufacturing VerticalFuture Integration of APO Applications with Multichannel Applications in the Manufacturing VerticalPrimary Use Cases for Agent Performance Optimization ApplicationsUsing APO Applications in the Manufacturing VerticalLeveraging APO Tools in Other Departments in the Manufacturing VerticalRestraints to Leveraging Customer InsightsRestraints to Leveraging Customer Insights in the Manufacturing VerticalCurrent Use of Hosted/Cloud SolutionsCurrent Use of Hosted/Cloud Contact Center Solutions in the Manufacturing Vertical Important Factors in the Decision to Move to Hosted/Cloud SolutionsImportant Factors in the Decision to Move to Hosted/Cloud Solutions in the Manufacturing Vertical Hosted/Cloud Contact Center ApplicationsContact Center Applications Currently Used as Hosted/Cloud Solutions in the Manufacturing Vertical Contact Center Applications Planned to be Used as Hosted/Cloud Solutions in the Manufacturing Vertical Hosted/Cloud Contact Center VendorsNumber of Vendors Sourced in the Manufacturing Vertical Current and Future Hosted/Cloud Contact Center Providers in the Manufacturing Vertical Current Hosted/Cloud Contact Center Providers in the Manufacturing Vertical Future Hosted/Cloud Contact Center Providers in the Manufacturing Vertical Restraints to Moving to Hosted/Cloud Contact Center Solutions Restraints to Moving to Hosted/Cloud Contact Center Solutions in the Manufacturing Vertical Customer Care Functions OutsourcedCustomer Care Outsourcing Adoption in the Manufacturing Vertical Customer Care Functions Currently Outsourced and Planned to be Outsourced in the Manufacturing Vertical Currently Outsourced Customer Care Functions in the Manufacturing Vertical Customer Care Functions Planned to be Outsourced in the Manufacturing Vertical Outsourcing Customer Contact ChannelsContact Channels/Interactions Currently and Planned to be Handled by Outsourcers in the Manufacturing Vertical Contact Channels/Interactions Currently Handled by Outsourcers in the Manufacturing Vertical Contact Channels/Interactions Planned to be Handled by Outsourcers in the Manufacturing Vertical Priority of Consistent and Seamless Customer Experiences Current/Future Priority to Deliver Consistent, Seamless Customer Experiences in the Manufacturing Vertical Current Level of Priority to Deliver Consistent, Seamless Customer Experience in the Manufacturing Vertical Expected Level of Priority to Deliver Consistent, Seamless Customer Experience in the Manufacturing VerticalOutsourced Contact Center Seats/AgentsCurrent/Future Proportions of Outsourced Contact Center Seats/Agents in the Manufacturing VerticalCurrent/Future Proportions of Outsourced Contact Center Seats/Agents in the Manufacturing Vertical (continued)Outsourcing LocationsLocations of Current and Expected Outsourcing in the Manufacturing Vertical Locations of Currently Outsourced Contact Centers in the Manufacturing Vertical Locations of Contact Centers Planned to be Outsourced in the Manufacturing Vertical Number of Outsourcers UsedAverage Number of Outsourcers Currently Used and Planned to be Used in the Manufacturing Vertical Important Factors in Outsourcer SelectionCurrent and Future Outsourcer Selection Considerations in the Manufacturing Vertical Important Factors in the Decision to Use Outsourcers Currently in the Manufacturing Vertical Important Factors in the Decision to Use Outsourcers in the Future in the Manufacturing Vertical Restraints to Using OutsourcersRestraints to Using a Third-party Provider in the Manufacturing Vertical Key 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 ExcellenceOur Blue Ocean Strategy




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