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Customer Engagement in Retail and Consumer in Europe and North America

The Current and Future Retail and Consumer Vertical

23-Dec-2014  /  Research Code: NE50-01-00-00-00  /  SKU: IT00738-NA-CR_02021  /  
Region: North America

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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.

Table of Contents

Research Background, Objectives, and MethodologyMethodologyOverall Firmagraphic DetailsResearch Background and ObjectivesExecutive 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 Retail and Consumer VerticalCurrent Customer Interaction Channels in the Retail and Consumer VerticalFuture Customer Interaction Channels in the Retail and Consumer VerticalIntegration across All Customer Contact ChannelsCurrent and Future Integration of Contact Channels in the Retail and Consumer VerticalCurrent Integration of Contact Centers in the Retail and Consumer VerticalFuture Integration of Contact Centers in the Retail and Consumer VerticalPrevalence of AutomationCurrent and Future Prevalence of Full Automation in the Retail and Consumer VerticalCurrent and Future Prevalence of Full Automation in the Retail and Consumer Vertical (continued)Prevalence of Speech Recognition in Interactive Voice Response InteractionsCurrent/Future Prevalence of Speech Recognition-enabled IVR Interactions in the Retail and Consumer VerticalCurrent/Future Prevalence of Speech Recognition-enabled IVR Interactions in the Retail and Consumer Vertical (Continued)The Future of Outbound Customer InteractionsExpected Changes of Outbound Customer Interactions in the Retail and Consumer VerticalExpected Changes of Outbound Customer Interactions for PCC in the Retail and Consumer VerticalExpected Changes of Outbound Customer Interactions for Sales and Marketing in the Retail/Consumer VerticalExpected Changes of Outbound Customer Interactions for Collections in the Retail and Consumer VerticalSocial Media Customer Contact StrategyCurrent and Future Capabilities of Social Media Customer Contact Strategy in the Retail and Consumer VerticalCurrent Capabilities of Social Media Customer Contact Strategy in the Retail and Consumer VerticalFuture Capabilities of Social Media Customer Contact Strategy in the Retail and Consumer VerticalMobile Customer Contact StrategyCurrent and Future Capabilities of Mobile Customer Contact Strategy in the Retail and Consumer VerticalCurrent Capabilities of Mobile Customer Contact Strategy in the Retail and Consumer VerticalFuture Capabilities of Mobile Customer Contact Strategy in the Retail and Consumer VerticalPotential Restraints to Achieving Multichannel Customer Contact Center GoalsPotential Restraints in the Retail and Consumer VerticalPrevalence of Systems and Applications Current versus Future Prevalence of Systems/ Applications in the Retail and Consumer VerticalCurrent Prevalence of Systems/Applications in the Retail and Consumer VerticalFuture Prevalence of Systems/Applications in the Retail and Consumer VerticalNumber of Agent Performance Optimization Vendors SourcedCurrent and Future Number of APO Vendors Sourced in the Retail and Consumer VerticalCurrent and Future Number of APO Vendors Sourced in the Retail and Consumer Vertical (continued)Integration of Agent Performance Optimization ApplicationsCurrent and Future Integration of APO Applications in the Retail and Consumer VerticalCurrent Integration of APO Applications with Multichannel Applications in the Retail and Consumer VerticalFuture Integration of APO Applications with Multichannel Applications in the Retail and Consumer VerticalPrimary Use Cases for Agent Performance Optimization ApplicationsUsing APO Applications in the Retail and Consumer VerticalLeveraging APO Tools in Other Departments in the Retail and Consumer VerticalRestraints to Leveraging Customer InsightsRestraints to Leveraging Customer Insights in the Retail and Consumer VerticalCurrent Use of Hosted/Cloud SolutionsCurrent Use of Hosted/Cloud Contact Center Solutions in the Retail and Consumer Vertical Important Factors in the Decision to Move to Hosted/Cloud SolutionsImportant Factors in the Decision to Move to Hosted/Cloud Solutions in the Retail and Consumer VerticalHosted/Cloud Contact Center ApplicationsContact 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 VendorsNumber 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 VerticalCustomer Care Functions OutsourcedCustomer 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 VerticalOutsourcing Customer Contact ChannelsContact Channels/Interactions Currently Handled/Planned to be Handled by Outsourcers in the Retail/Consumer VerticalContact 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 VerticalExpected Level of Priority to Deliver onsistent/Seamless Customer Experience in the Retail/Consumer VerticalOutsourced Contact Center Seats/AgentsCurrent/Future Proportions of Outsourced Contact Center Seats/Agents in the Retail and Consumer VerticalCurrent/Future Proportions of Outsourced Contact Center Seats/Agents in the Retail/Consumer Vertical (continued)Outsourcing LocationsLocations of Current and Expected Outsourcing in the Retail and Consumer Vertical Locations of Currently Outsourced Contact Centers in the Retail and Consumer VerticalLocations of Contact Centers Planned to be Outsourced in the Retail and Consumer VerticalNumber of Outsourcers UsedAverage Number of Outsourcers Currently Used and Planned to be Used in the Retail and Consumer Vertical Important Factors in Outsourcer SelectionCurrent 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 VerticalImportant Factors in the Decision to Use Outsourcers in the Future in the Retail and Consumer VerticalRestraints to Using OutsourcersRestraints to Using a Third-party Provider in the Retail and Consumer VerticalKey TakeawaysKey TakeawaysThe 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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