Customer Engagement in Retail and Consumer in Europe and North America

The Current and Future Retail and Consumer Vertical

RELEASE DATE
23-Dec-2014

REGION
North America

Research Code: NE50-01-00-00-00

SKU: IT00738-NA-CR_02021

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Description
Table of Contents
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Description

This study’s objective was to review current and future adoption of customer contact strategies, enabling technologies, and services in the retail and consumer vertical. About 55% of North American and European contact centers are mostly integrated, with full integration expected to reach 55% in 2016. About 46% of customer interactions are fully automated. Email (27%) is preferred over LiveAgent voice (20%), and Web self-service trails at 11%. Mobile apps and social media will increase, while IVR and video will remain virtually unchanged. Personalized marketing is expected to grow by 18% by 2016. The systems/applications that show the most growth are Web collaboration tools and Web interaction analytics.

Research Background, Objectives, and Methodology

Methodology

Overall Firmagraphic Details

Research Background and Objectives

Executive Summary

Executive Summary (continued)

Customer Interaction Channels

Current versus Future Customer Interaction Channels in the Retail and Consumer Vertical

Current Customer Interaction Channels in the Retail and Consumer Vertical

Future Customer Interaction Channels in the Retail and Consumer Vertical

Integration across All Customer Contact Channels

Current and Future Integration of Contact Channels in the Retail and Consumer Vertical

Current Integration of Contact Centers in the Retail and Consumer Vertical

Future Integration of Contact Centers in the Retail and Consumer Vertical

Prevalence of Automation

Current and Future Prevalence of Full Automation in the Retail and Consumer Vertical

Current and Future Prevalence of Full Automation in the Retail and Consumer Vertical (continued)

Prevalence of Speech Recognition in Interactive Voice Response Interactions

Current/Future Prevalence of Speech Recognition-enabled IVR Interactions in the Retail and Consumer Vertical

Current/Future Prevalence of Speech Recognition-enabled IVR Interactions in the Retail and Consumer Vertical (Continued)

The Future of Outbound Customer Interactions

Expected Changes of Outbound Customer Interactions in the Retail and Consumer Vertical

Expected Changes of Outbound Customer Interactions for PCC in the Retail and Consumer Vertical

Expected Changes of Outbound Customer Interactions for Sales and Marketing in the Retail/Consumer Vertical

Expected Changes of Outbound Customer Interactions for Collections in the Retail and Consumer Vertical

Social Media Customer Contact Strategy

Current and Future Capabilities of Social Media Customer Contact Strategy in the Retail and Consumer Vertical

Current Capabilities of Social Media Customer Contact Strategy in the Retail and Consumer Vertical

Future Capabilities of Social Media Customer Contact Strategy in the Retail and Consumer Vertical

Mobile Customer Contact Strategy

Current and Future Capabilities of Mobile Customer Contact Strategy in the Retail and Consumer Vertical

Current Capabilities of Mobile Customer Contact Strategy in the Retail and Consumer Vertical

Future Capabilities of Mobile Customer Contact Strategy in the Retail and Consumer Vertical

Potential Restraints to Achieving Multichannel Customer Contact Center Goals

Potential Restraints in the Retail and Consumer Vertical

Prevalence of Systems and Applications

Current versus Future Prevalence of Systems/ Applications in the Retail and Consumer Vertical

Current Prevalence of Systems/Applications in the Retail and Consumer Vertical

Future Prevalence of Systems/Applications in the Retail and Consumer Vertical

Number of Agent Performance Optimization Vendors Sourced

Current and Future Number of APO Vendors Sourced in the Retail and Consumer Vertical

Current and Future Number of APO Vendors Sourced in the Retail and Consumer Vertical (continued)

Integration of Agent Performance Optimization Applications

Current and Future Integration of APO Applications in the Retail and Consumer Vertical

Current Integration of APO Applications with Multichannel Applications in the Retail and Consumer Vertical

Future Integration of APO Applications with Multichannel Applications in the Retail and Consumer Vertical

Primary Use Cases for Agent Performance Optimization Applications

Using APO Applications in the Retail and Consumer Vertical

Leveraging APO Tools in Other Departments in the Retail and Consumer Vertical

Restraints to Leveraging Customer Insights

Restraints to Leveraging Customer Insights in the Retail and Consumer Vertical

Current Use of Hosted/Cloud Solutions

Current Use of Hosted/Cloud Contact Center Solutions in the Retail and Consumer Vertical

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

Important Factors in the Decision to Move to Hosted/Cloud Solutions in the Retail and Consumer Vertical

Hosted/Cloud Contact Center Applications

Contact Center Applications Currently Used as Hosted/Cloud Solutions in the Retail and Consumer Vertical

Contact Center Applications Planned to be Moved to Hosted/Cloud Solutions in the Retail and Consumer Vertical

Hosted/Cloud Contact Center Vendors

Number of Vendors Sourced in the Retail and Consumer Vertical

Current and Future Hosted/Cloud Contact Center Providers in the Retail and Consumer Vertical

Current Hosted/Cloud Contact Center Providers in the Retail and Consumer Vertical

Future Hosted/Cloud Contact Center Providers in the Retail and Consumer Vertical

Restraints to Moving to Hosted/Cloud ContactCenter Solutions

Restraints to Moving to Hosted/Cloud Contact Center Solutions in the Retail and Consumer Vertical

Customer Care Functions Outsourced

Customer Care Outsourcing Adoption in the Retail and Consumer Vertical

Customer Care Functions Currently Outsourced and Planned to be Outsourced in the Retail and Consumer Vertical

Currently Outsourced Customer Care Functions in the Retail and Consumer Vertical

Customer Care Functions Planned to be Outsourced in the Retail and Consumer Vertical

Outsourcing Customer Contact Channels

Contact Channels/Interactions Currently Handled/Planned to be Handled by Outsourcers in the Retail/Consumer Vertical

Contact Channels/Interactions Currently Handled by Outsourcers in the Retail and Consumer Vertical

Contact Channels/Interactions Planned to be Handled by Outsourcers in the Retail and Consumer Vertical

Priority of Consistent and Seamless Customer Experiences

Current/Future Priority to Deliver Consistent and Seamless Customer Experiences in the Retail/Consumer Vertical

Current Level of Priority to Deliver Consistent and Seamless Customer Experience in the Retail/Consumer Vertical

Expected Level of Priority to Deliver onsistent/Seamless Customer Experience in the Retail/Consumer Vertical

Outsourced Contact Center Seats/Agents

Current/Future Proportions of Outsourced Contact Center Seats/Agents in the Retail and Consumer Vertical

Current/Future Proportions of Outsourced Contact Center Seats/Agents in the Retail/Consumer Vertical (continued)

Outsourcing Locations

Locations of Current and Expected Outsourcing in the Retail and Consumer Vertical

Locations of Currently Outsourced Contact Centers in the Retail and Consumer Vertical

Locations of Contact Centers Planned to be Outsourced in the Retail and Consumer Vertical

Number of Outsourcers Used

Average Number of Outsourcers Currently Used and Planned to be Used in the Retail and Consumer Vertical

Important Factors in Outsourcer Selection

Current and Future Outsourcer Selection Considerations in the Retail and Consumer Vertical

Important Factors in the Decision to Use Outsourcers Currently in the Retail and Consumer Vertical

Important Factors in the Decision to Use Outsourcers in the Future in the Retail and Consumer Vertical

Restraints to Using Outsourcers

Restraints to Using a Third-party Provider in the Retail and Consumer Vertical

Key Takeaways

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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Customer Engagement in Retail and Consumer in Europe and North America

Description

Table of Contents

Methodology

Overall Firmagraphic Details

Research Background and Objectives

Executive Summary

Executive Summary (continued)

Executive Summary (continued)

Executive Summary (continued)

Executive Summary (continued)

Executive Summary (continued)

Executive Summary (continued)

Current versus Future Customer Interaction Channels in the Retail and Consumer Vertical

Current Customer Interaction Channels in the Retail and Consumer Vertical

Future Customer Interaction Channels in the Retail and Consumer Vertical

Current and Future Integration of Contact Channels in the Retail and Consumer Vertical

Current Integration of Contact Centers in the Retail and Consumer Vertical

Future Integration of Contact Centers in the Retail and Consumer Vertical

Current and Future Prevalence of Full Automation in the Retail and Consumer Vertical

Current and Future Prevalence of Full Automation in the Retail and Consumer Vertical (continued)

Current/Future Prevalence of Speech Recognition-enabled IVR Interactions in the Retail and Consumer Vertical

Current/Future Prevalence of Speech Recognition-enabled IVR Interactions in the Retail and Consumer Vertical (Continued)

Expected Changes of Outbound Customer Interactions in the Retail and Consumer Vertical

Expected Changes of Outbound Customer Interactions for PCC in the Retail and Consumer Vertical

Expected Changes of Outbound Customer Interactions for Sales and Marketing in the Retail/Consumer Vertical

Expected Changes of Outbound Customer Interactions for Collections in the Retail and Consumer Vertical

Current and Future Capabilities of Social Media Customer Contact Strategy in the Retail and Consumer Vertical

Current Capabilities of Social Media Customer Contact Strategy in the Retail and Consumer Vertical

Future Capabilities of Social Media Customer Contact Strategy in the Retail and Consumer Vertical

Current and Future Capabilities of Mobile Customer Contact Strategy in the Retail and Consumer Vertical

Current Capabilities of Mobile Customer Contact Strategy in the Retail and Consumer Vertical

Future Capabilities of Mobile Customer Contact Strategy in the Retail and Consumer Vertical

Potential Restraints in the Retail and Consumer Vertical

Current versus Future Prevalence of Systems/ Applications in the Retail and Consumer Vertical

Current Prevalence of Systems/Applications in the Retail and Consumer Vertical

Future Prevalence of Systems/Applications in the Retail and Consumer Vertical

Current and Future Number of APO Vendors Sourced in the Retail and Consumer Vertical

Current and Future Number of APO Vendors Sourced in the Retail and Consumer Vertical (continued)

Current and Future Integration of APO Applications in the Retail and Consumer Vertical

Current Integration of APO Applications with Multichannel Applications in the Retail and Consumer Vertical

Future Integration of APO Applications with Multichannel Applications in the Retail and Consumer Vertical

Using APO Applications in the Retail and Consumer Vertical

Leveraging APO Tools in Other Departments in the Retail and Consumer Vertical

Restraints to Leveraging Customer Insights in the Retail and Consumer Vertical

Current Use of Hosted/Cloud Contact Center Solutions in the Retail and Consumer Vertical

Important Factors in the Decision to Move to Hosted/Cloud Solutions in the Retail and Consumer Vertical

Contact Center Applications Currently Used as Hosted/Cloud Solutions in the Retail and Consumer Vertical

Contact Center Applications Planned to be Moved to Hosted/Cloud Solutions in the Retail and Consumer Vertical

Number of Vendors Sourced in the Retail and Consumer Vertical

Current and Future Hosted/Cloud Contact Center Providers in the Retail and Consumer Vertical

Current Hosted/Cloud Contact Center Providers in the Retail and Consumer Vertical

Future Hosted/Cloud Contact Center Providers in the Retail and Consumer Vertical

Restraints to Moving to Hosted/Cloud Contact Center Solutions in the Retail and Consumer Vertical

Customer Care Outsourcing Adoption in the Retail and Consumer Vertical

Customer Care Functions Currently Outsourced and Planned to be Outsourced in the Retail and Consumer Vertical

Currently Outsourced Customer Care Functions in the Retail and Consumer Vertical

Customer Care Functions Planned to be Outsourced in the Retail and Consumer Vertical

Contact Channels/Interactions Currently Handled/Planned to be Handled by Outsourcers in the Retail/Consumer Vertical

Contact Channels/Interactions Currently Handled by Outsourcers in the Retail and Consumer Vertical

Contact Channels/Interactions Planned to be Handled by Outsourcers in the Retail and Consumer Vertical

Current/Future Priority to Deliver Consistent and Seamless Customer Experiences in the Retail/Consumer Vertical

Current Level of Priority to Deliver Consistent and Seamless Customer Experience in the Retail/Consumer Vertical

Expected Level of Priority to Deliver onsistent/Seamless Customer Experience in the Retail/Consumer Vertical

Current/Future Proportions of Outsourced Contact Center Seats/Agents in the Retail and Consumer Vertical

Current/Future Proportions of Outsourced Contact Center Seats/Agents in the Retail/Consumer Vertical (continued)

Locations of Current and Expected Outsourcing in the Retail and Consumer Vertical

Locations of Currently Outsourced Contact Centers in the Retail and Consumer Vertical

Locations of Contact Centers Planned to be Outsourced in the Retail and Consumer Vertical

Average Number of Outsourcers Currently Used and Planned to be Used in the Retail and Consumer Vertical

Current and Future Outsourcer Selection Considerations in the Retail and Consumer Vertical