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Customer Engagement in Manufacturing in Europe and North America
Customer Engagement in Manufacturing in Europe and North America
The Current and Future Manufacturing Vertical
RELEASE DATE
04-Aug-2014
04-Aug-2014
REGION
North America
North America
Research Code: NE58-01-00-00-00
SKU: IT00742-NA-CR_02025
$12,500.00
In stock
SKU
IT00742-NA-CR_02025
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 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.
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 Manufacturing Vertical
Current Customer Interaction Channels in the Manufacturing Vertical
Future Customer Interaction Channels in the Manufacturing Vertical
Current and Future Integration of Contact Channels in the Manufacturing Vertical
Current Integration of Contact Centers in the Manufacturing Vertical
Future Integration of Contact Centers in the Manufacturing Vertical
Current and Future Prevalence of Full Automation in the Manufacturing Vertical
Current and Future Prevalence of Full Automation in the Manufacturing Vertical
Current/Future Prevalence of Speech Recognition-enabled IVR Interactions in the Manufacturing Vertical
Current/Future Prevalence of Speech Recognition-enabled IVR Interactions in the Manufacturing Vertical (continued)
Expected Changes of Outbound Customer Interactions in the Manufacturing Vertical
Expected Changes of Outbound Customer Interactions for PCC in the Manufacturing Vertical
Expected Changes of Outbound Customer Interactions for Sales and Marketing in the Manufacturing Vertical
Expected Changes of Outbound Customer Interactions for Collections in the Manufacturing Vertical
Current and Future Capabilities of Social Media Customer Contact Strategy in the Manufacturing Vertical
Current Capabilities of Social Media Customer Contact Strategy in the Manufacturing Vertical
Future Capabilities of Social Media Customer Contact Strategy in the Manufacturing Vertical
Current and Future Capabilities of Mobile Customer Contact Strategy in the Manufacturing Vertical
Current Capabilities of Mobile Customer Contact Strategy in the Manufacturing Vertical
Future Capabilities of Mobile Customer Contact Strategy in the Manufacturing Vertical
Potential Restraints in the Manufacturing Vertical
Current versus Future Prevalence of Systems/ Applications in the Manufacturing Vertical
Current Prevalence of Systems/Applications in the Manufacturing Vertical
Future Prevalence of Systems/Applications in the Manufacturing Vertical
Current and Future Number of APO Vendors Sourced in the Manufacturing Vertical
Current and Future Number of APO Vendors Sourced in the Manufacturing Vertical (continued)
Current and Future Integration of APO Applications in the Manufacturing Vertical
Current Integration of APO Applications with Multichannel Applications in the Manufacturing Vertical
Future Integration of APO Applications with Multichannel Applications in the Manufacturing Vertical
Using APO Applications in the Manufacturing Vertical
Leveraging APO Tools in Other Departments in the Manufacturing Vertical
Restraints to Leveraging Customer Insights in the Manufacturing Vertical
Current Use of Hosted/Cloud Contact Center Solutions in the Manufacturing Vertical
Important Factors in the Decision to Move to Hosted/Cloud Solutions in the Manufacturing Vertical
Contact Center Applications Currently Used as Hosted/Cloud Solutions in the Manufacturing Vertical
Contact Center Applications Planned to be Used as Hosted/Cloud Solutions in the Manufacturing Vertical
Number of Vendors Sourced in the Manufacturing Vertical
Current and Future Hosted/Cloud Contact Center Providers in the Manufacturing Vertical
Current Hosted/Cloud Contact Center Providers in the Manufacturing Vertical
Future Hosted/Cloud Contact Center Providers in the Manufacturing Vertical
Restraints to Moving to Hosted/Cloud Contact Center Solutions in the Manufacturing Vertical
Customer Care Outsourcing Adoption in the Manufacturing Vertical
Customer Care Functions Currently Outsourced and Planned to be Outsourced in the Manufacturing Vertical
Currently Outsourced Customer Care Functions in the Manufacturing Vertical
Customer Care Functions Planned to be Outsourced in the Manufacturing Vertical
Contact Channels/Interactions Currently and Planned to be Handled by Outsourcers in the Manufacturing Vertical
Contact Channels/Interactions Currently Handled by Outsourcers in the Manufacturing Vertical
Contact Channels/Interactions Planned to be Handled by Outsourcers in the Manufacturing Vertical
Current/Future Priority to Deliver Consistent, Seamless Customer Experiences in the Manufacturing Vertical
Current Level of Priority to Deliver Consistent, Seamless Customer Experience in the Manufacturing Vertical
Expected Level of Priority to Deliver Consistent, Seamless Customer Experience in the Manufacturing Vertical
Current/Future Proportions of Outsourced Contact Center Seats/Agents in the Manufacturing Vertical
Current/Future Proportions of Outsourced Contact Center Seats/Agents in the Manufacturing Vertical (continued)
Locations of Current and Expected Outsourcing in the Manufacturing Vertical
Locations of Currently Outsourced Contact Centers in the Manufacturing Vertical
Locations of Contact Centers Planned to be Outsourced in the Manufacturing Vertical
Average Number of Outsourcers Currently Used and Planned to be Used in the Manufacturing Vertical
Current and Future Outsourcer Selection Considerations in the Manufacturing Vertical
Important Factors in the Decision to Use Outsourcers Currently in the Manufacturing Vertical
Important Factors in the Decision to Use Outsourcers in the Future in the Manufacturing Vertical
Restraints to Using a Third-party Provider in the Manufacturing 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
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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.
| No Index | Yes |
|---|---|
| Podcast | No |
| Author | Stephen Loynd |
| Industries | Information Technology |
| WIP Number | NE58-01-00-00-00 |
| Is Prebook | No |