End User Priorities for Customer Engagement, Global, 2018

End User Priorities for Customer Engagement, Global, 2018

Navigating Digital Transformation in Contact Centers

RELEASE DATE
16-Oct-2017
REGION
North America
Research Code: 9AC4-00-16-00-00
SKU: IT03516-NA-MR_20966
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Description

The overall research objective is to measure the current use and future decision making behavior toward contact center solutions in the following industries: Education, IT/Communications, Financial Services, Government, Healthcare, Manufacturing, Outsourcing, Retail & Consumer, and Travel & Hospitality.

Technologies covered:
• Interactive Voice Response (IVR), Natural Language Speech Recognition
• Chat, Chat Bot (Interactive Text Response), Messaging Bot (Facebook, WeChat, etc.)
• Internet of Things (IoT)
• Live Agent Voice
• Mobile Customer Care
• Proactive Outbound
• Social Media
• Video, Video Kiosks
• Virtual Assistant Text Chat, Virtual Assistant Voice
• Web
• Cloud/Hosted Contact Center Trends

Frost & Sullivan aims to:
• Understand the IT-related challenges organizations face today
• Monitor the status of digital transformation including newer solutions such as Artificial Intelligence (AI) and XaaS.
• Assess the current and future use of contact center technologies
• Evaluate factors that drive investments in contact center technologies
• Gauge IT and communications trends
• Provide KPI data

Table of Contents

Research Objectives

Survey Methodology

End User Priorities for Customer Engagement, Global, 2017

End User Priorities for Customer Engagement, Global, 2017 (continued)

Vertical Markets

Summary of Key Findings

Summary of Key Findings (continued)

Summary of Key Findings (continued)

Interaction Channels—Current and Future Plans

Channel Integration Plans

Challenges of Delivering an Omnichannel Strategy

Natural Language Speech-Enabled IVR Interactions

Social Media Strategy Goals

Integration of Outbound Notifications

Mobile Device Capabilities for Customer Care

Contact Centers and Applications Usage

Allocation of Agents to Interactive Channels

Factors Impacting the Use of Customer Analytics

Factors Preventing Contact Centers from Meeting Goals

Voice Calls

Average Talk Time Trends

Average Talk Time Trends by Region

Average Talk Time Trends by Industry

Other Metrics in Contact Centers

Hosted/Cloud Contact Center Usage

Importance of Decision to Move to a Hosted/Cloud Solution

Seats Deployed on a Hosted/Cloud Solution

Number of Hosted/Cloud Providers Used

Types of Hosted/Cloud Providers Used

Outsourcer Usage

Customer Care Functions Moved to Outsourcers

Expectations for Outsourcers to Deliver an Omnichannel Experience by Region

Expectations for Outsourcers to Deliver an Omnichannel Experience by Industry

Portion of Seats Moved to Outsourcers over the Next Two Years by Region

Portion of Seats Moved to Outsourcers over the Next Two Years by Industry

Locations of Outsourcers

Number of Outsourcers

Top Factors Influencing Outsourcer Selection

Factors Preventing the Use of Outsourcers

Digital Transformation Plans

Catering to the Millennials

Importance of Digital Transformation Investments

Importance of Digital Transformation Investments by Region

Stage of Digital Transformation Technology Implementation by Region

Stage of Digital Transformation Technology Implementation by Industry

Jobs Replaced by Automation

Strategic Imperatives for Success and Growth

The Last Word—Three Big Predictions

Legal Disclaimer

The Frost & Sullivan Story

Value Proposition—Future of Your Company & Career

Global Perspective

Industry Convergence

360º Research Perspective

Implementation Excellence

Our Blue Ocean Strategy

Related Research
The overall research objective is to measure the current use and future decision making behavior toward contact center solutions in the following industries: Education, IT/Communications, Financial Services, Government, Healthcare, Manufacturing, Outsourcing, Retail & Consumer, and Travel & Hospitality. Technologies covered: • Interactive Voice Response (IVR), Natural Language Speech Recognition • Chat, Chat Bot (Interactive Text Response), Messaging Bot (Facebook, WeChat, etc.) • Internet of Things (IoT) • Live Agent Voice • Mobile Customer Care • Proactive Outbound • Social Media • Video, Video Kiosks • Virtual Assistant Text Chat, Virtual Assistant Voice • Web • Cloud/Hosted Contact Center Trends Frost & Sullivan aims to: • Understand the IT-related challenges organizations face today • Monitor the status of digital transformation including newer solutions such as Artificial Intelligence (AI) and XaaS. • Assess the current and future use of contact center technologies • Evaluate factors that drive investments in contact center technologies • Gauge IT and communications trends • Provide KPI data--BEGIN PROMO--

The overall research objective is to measure the current use and future decision making behavior toward contact center solutions in the following industries: Education, IT/Communications, Financial Services, Government, Healthcare, Manufacturing, Outsourcing, Retail & Consumer, and Travel & Hospitality. Technologies covered: -Interactive Voice Response (IVR), Natural Language Speech Recognition -Chat, Chat Bot (Interactive Text Response), Messaging Bot (Facebook, WeChat, etc.) -Internet of Things (IoT) -Live Agent Voice -Mobile Customer Care -Proactive Outbound -Social Media -Video, Video Kiosks -Virtual Assistant Text Chat, Virtual Assistant Voice -Web -Cloud/Hosted Contact Center Trends Frost & Sullivan aims to: -Understand the IT-related challenges organizations face today -Monitor the status of digital tr

More Information
No Index No
Podcast No
Author Alpa Shah
Industries Information Technology
WIP Number 9AC4-00-16-00-00
Is Prebook No
GPS Codes 9705-C1,9661,9857-76,9A3A,9723