Welcome

Recently added item(s) ×

You have no items in your shopping cart.

  • Home >
  • Customer Engagement in Retail and Consumer in Europe and North America

Customer Engagement in Retail and Consumer in Europe and North America

The Current and Future Retail and Consumer Vertical

  • Research Code : NE50-01-00-00-00
  • SKU : IT00738-NA-CR_02021
  • Share this :
  • Release Date : 23-Dec-2014
  • Region : North America
  • Request Study Sample

Availability: In stock

This studys 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.

Regular Price: USD 12,500

Special Price USD 11,250

10% OFF

* Required Fields

Regular Price: USD 12,500

Special Price USD 11,250

Pay By Invoice

Be the first to review this product

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.


Table of Contents

Research Background, Objectives, and Methodology

Methodology
Overall Firmagraphic Details
Research Background and Objectives

Executive Summary

Executive Summary
Executive Summary (continued)
Executive Summary (continued)
Executive Summary (continued)
Executive Summary (continued)
Executive Summary (continued)
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

Key Takeaways

The Frost & Sullivan Story

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


Sample Study






Need Assistance ?
Related Research
WHY CHOOSE
FROST & SULLIVAN
RESEARCH ?

1. Primary Research

Our analysis is based on comprehensive primary research conducted with core market participants.

2. Global Coverage

Unparalleled coverage of geographies, our analyst & consultant teams are based in 42+ offices spanning the globe.

3. Breadth of Vertical Industries

We cover the broadest spectrum of markets to provide our clients with the most relevant analysis and transformational insights.

4. Visionary Innovation Research

With on-going transformational shifts, our visionary innovation research prepares you with information on key megatrends shaping the future of your industry.

5. Mega Trends

Mega Trends are global forces that transform business, societies and economies.

6. Convergence Research Coverage

Taking an approach of analysing a macro-to-micro impact, our convergence research helps you prepare against an impending 'Kodak moment'.
Sign up for Newsletters and Updates
Our Company
Global Presence
Global locations
Close
Close
Close
Close
Close
Close
Close

Research Deliverables : Market Research | Technology Research | Mega Trends Research | Tracker | Strategic Forecasting | Market Outlook research | Customer Research | Database and Econometric | Analyst Briefings

Industries : Aerospace Market Research | Defense Market Research | Security Market Research | Automotive Market Research | Transportation Market Research | Chemicals Market Research | Materials Market Research | Energy Market Research | Environment Market Research | Food Market Research | Agriculture Market Research | Healthcare Market Research | Industrial Automation Market Research | Information Technology Market Research | Telecom Market Research | Media Market Research | Metals and Minerals Market Research | Personal Protective Equipment Research | Test and Measurement Market Research

Technologies : IoT Market Research | 3D Printing Market Research | Robotics Market Research | Big Data and Analytics Market Research | Cloud Market Research | Hybrid-EV Market Research

© 2017 Frost & Sullivan. All Rights Reserved.
© 2017 Frost & Sullivan. All Rights Reserved.