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The Current and Future Manufacturing Vertical
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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.
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