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Customer Engagement in Communications in Europe and North America
Customer Engagement in Communications in Europe and North America
The Current and Future Communications Vertical
RELEASE DATE
04-Aug-2014
04-Aug-2014
REGION
North America
North America
Research Code: NE51-01-00-00-00
SKU: IT00739-NA-CR_02022
$12,500.00
Special Price $9,375.00 save 25 %
In stock
SKU
IT00739-NA-CR_02022
Description
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 communications vertical. As a proportion of total customer interactions in the communications vertical, the projected growth is clear for Web self-service portal, social media, and mobile apps. Email and LiveAgent voice show a decrease in the proportion of customer interactions in the next 2 years. About 40% of contact center organizations in Europe and North America state their contact channels are fully integrated, while the largest proportion is mostly integrated. By 2016, 57% expect to be fully integrated, primarily due to 11% of mostly integrated contact centers transitioning to full integration. Compared to Europe, significantly more contact centers have fully integrated with other contact channels in North America.
Table of Contents
Research Background and Objectives
Methodology
Overall Firmagraphic Details
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 Communications Vertical
Current Customer Interaction Channels in the Communications Vertical
Future Customer Interaction Channels Channels in the Communications Vertical
Current and Future Integration of Contact Channels in the Communications Vertical
Current Integration of Contact Centers in the Communications Vertical
Future Integration of Contact Centers in the Communications Vertical
Current and Future Prevalence of Full Automation in the Communications Vertical
Current and Future Prevalence of Full Automation in the Communications Vertical (continued)
Current and Future Prevalence of Speech Recognition-enabled IVR Interactions in the Communications Vertical
Expected Changes of Outbound Customer Interactions in the Communications Vertical
Expected Changes of Outbound Customer Interactions for PCC in the Communications Vertical
Expected Changes of Outbound Customer Interactions for Sales and Marketing in the Communications Vertical
Expected Changes of Outbound Customer Interactions for Collections in the Communications Vertical
Current and Future Capabilities of Social Media Customer Contact Strategy in the Communications Vertical
Current Capabilities of Social Media Customer Contact Strategy in the Communications Vertical
Future Capabilities of Social Media Customer Contact Strategy in the Communications Vertical
Current and Future Capabilities of Mobile Customer Contact Strategy in the Communications Vertical
Current Capabilities of Mobile Customer Contact Strategy in the Communications Vertical
Future Capabilities of Mobile Customer Contact Strategy in the Communications Vertical
Potential Restraints in the Communications Vertical
Current versus Future Prevalence of Systems/ Applications in the Communications Vertical
Current Prevalence of Systems/Applications in the Communications Vertical
Future Prevalence of Systems/Applications in the Communications Vertical
Current and Future Number of APO Vendors Sourced in the Communications Vertical
Current and Future Number of APO Vendors Sourced in the Communications Vertical (continued)
Current and Future Integration of APO Applications in the Communications Vertical
Current Integration of APO Applications with Multichannel Applications in the Communications Vertical
Future Integration of APO Applications with Multichannel Applications in the Communications Vertical
Using APO Applications in the Communications Vertical
Leveraging APO Tools in Other Departments in the Communications Vertical
Restraints to Leveraging Customer Insights in the Communications Vertical
Current Use of Hosted/Cloud Contact Center Solutions in the Communications Vertical
Important Factors in the Decision to Move to Hosted/Cloud Solutions in the Communications Vertical
Contact Center Applications Currently Used as Hosted/Cloud Solutions in the Communications Vertical
Contact Center Applications Planned to be Used as Hosted/Cloud Solutions in the Communications Vertical
Number of Vendors Sourced in the Communications Vertical
Current and Future Hosted/Cloud Contact Center Providers in the Communications Vertical
Current Hosted/Cloud Contact Center Providers in the Communications Vertical
Future Hosted/Cloud Contact Center Providers in the Communications Vertical
Restraints to Moving to Hosted/Cloud Contact Center Solutions in the Communications Vertical
Customer Care Outsourcing Adoption in the Communications Vertical
Customer Care Functions Currently Outsourced and Planned to be Outsourced in the Communications Vertical
Currently Outsourced Customer Care Functions in the Communications Vertical
Customer Care Functions Planned to be Outsourced in the Communications Vertical
Contact Channels/Interactions Currently and Planned to be Handled by Outsourcers in the Communications Vertical
Contact Channels/Interactions Currently Handled by Outsourcers in the Communications Vertical
Contact Channels/Interactions Planned to be Handled by Outsourcers in the Communications Vertical
Current/Future Priority to Deliver Consistent, Seamless Customer Experiences in the Communications Vertical
Current Level of Priority to Deliver Consistent, Seamless Customer Experience in the Communications Vertical
Expected Level of Priority to Deliver Consistent, Seamless Customer Experience in the Communications Vertical
Current and Future Proportions of Outsourced Contact Center Seats/Agents in the Communications Vertical
Current/Future Proportions of Outsourced Contact Center Seats/Agents in the Communications Vertical (continued)
Locations of Current and Expected Outsourcing in the Communications Vertical
Locations of Currently Outsourced Contact Centers in the Communications Vertical
Locations of Contact Centers Planned to be Outsourced in the Communications Vertical
Average Number of Outsourcers Currently Used and Planned to be Used in the Communications Vertical
Current and Future Outsourcer Selection Considerations in the Communications Vertical
Important Factors in the Decision to Use Outsourcers Currently in the Communications Vertical
Important Factors in the Decision to Use Outsourcers in the Future in the Communications Vertical
Restraints to Using a Third-party Provider in the Communications Vertical
Key Takeaways
Key Takeaways (continued)
Legal Disclaimer
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
Popular Topics
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 communications vertical. As a proportion of total customer interactions in the communications vertical, the projected growth is clear for Web self-service portal, social media, and mobile apps. Email and LiveAgent voice show a decrease in the proportion of customer interactions in the next 2 years. About 40% of contact center organizations in Europe and North America state their contact channels are fully integrated, while the largest proportion is mostly integrated. By 2016, 57% expect to be fully integrated, primarily due to 11% of mostly integrated contact centers transitioning to full integration. Compared to Europe, significantly more contact centers have fully integrated with other contact channels in North America.
| No Index | Yes |
|---|---|
| Podcast | No |
| Author | Stephen Loynd |
| Industries | Information Technology |
| WIP Number | NE51-01-00-00-00 |
| Is Prebook | No |