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Customer Engagement in Healthcare in Europe and North America
Customer Engagement in Healthcare in Europe and North America
Healthcare Vertical
RELEASE DATE
10-Oct-2014
10-Oct-2014
REGION
North America
North America
Research Code: NE53-01-00-00-00
SKU: IT00740-NA-CR_02023
$12,500.00
Special Price $9,375.00 save 25 %
In stock
SKU
IT00740-NA-CR_02023
Description
The objective of this study is to analyze the current and future adoption trends of various customer contact strategies, enabling technologies, and services in the healthcare vertical. North American healthcare companies are more likely to have social customer care, but are behind their European counterparts in terms of mobile customer care. 38% of contact center organizations state that their contact channels are fully integrated; however, by 2016, 52% are expected to be fully integrated. Most healthcare companies expect the volume of outbound interactions to increase for proactive customer care, sales, and marketing. Significantly, more contact centers have adopted hosted/cloud contact center solutions in North America, when compared to Europe. Customer service is the most outsourced contact center function, followed by collections.
Table of Contents
Research Background and Objectives
Methodology
Overall Firmagraphic Details
Executive Summary
Executive Summary (continued)
Executive Summary (continued)
Executive Summary (continued)
Implications—What Will The Future Look Like?
Current versus Future Customer Interaction Channels in Healthcare
Current Customer Interaction Channels in Healthcare
Future Customer Interaction Channels in Healthcare
Current and Future Integration of Contact Channels in Healthcare
Current Integration of Contact Centers in Healthcare
Future Integration of Contact Centers in Healthcare
Current and Future Prevalence of Full Automation in Healthcare
Current and Future Prevalence of Full Automation in the Healthcare Vertical
Current and Future Prevalence of Speech Recognition-enabled IVR Interactions in Healthcare
Expected Changes in Outbound Customer Interactions in Healthcare
Expected Changes in Outbound Customer Interactions for Proactive Customer Care in Healthcare
Expected Changes in Outbound Customer Interactions for Sales and Marketing in Healthcare
Expected Changes in Outbound Customer Interactions for Collections in the Healthcare Vertical
Current and Future Capabilities of Social Media Customer Care in Healthcare
Current Capabilities of Social Media Customer Care in Healthcare
Future Capabilities of Social Media Customer Contact Strategy in Healthcare
Current and Future Capabilities of Mobile Customer Care in Healthcare
Current Capabilities of Mobile Customer Contact Strategy in Healthcare
Future Capabilities of Mobile Customer Care in Healthcare
Potential Restraints to Achieving Multi-channel Customer Contact in Healthcare
Business Process Change is the Key Challenge Facing Healthcare Providers
Current versus Future Prevalence of Systems/ Applications in Healthcare
Current Prevalence of Systems/Applications in Healthcare
Future Prevalence of Systems/Applications in Healthcare
Current and Future Number of APO Vendors Sourced in Healthcare
Current and Future Number of APO Vendors Sourced in Healthcare (continued)
Current and Future Integration of APO Applications in Healthcare
Current Integration of APO Applications with Multi-channel in Healthcare
Future Integration of APO Applications with Multi-channel in Healthcare
Use of APO Applications in Healthcare
Leveraging APO Tools in Other Departments within Healthcare
Restraints to Leveraging Customer Insights in Healthcare
Cloud is No Longer a 4-letter Word in Healthcare
Current Use of Hosted/Cloud Contact Center Solutions in Healthcare
Important Factors in the Decision to Move to Hosted/Cloud Solutions in Healthcare
Contact Center Applications Currently Used as Hosted/Cloud Solutions in Healthcare
Contact Center Applications Planned to be Moved to Hosted/Cloud Solutions in Healthcare
Current and Future Number of Cloud Vendors Sourced in Healthcare
Current and Future Hosted/Cloud Contact Center Providers in Healthcare
Current Hosted/Cloud Contact Center Providers in Healthcare
Future Hosted/Cloud Contact Center Providers in Healthcare
Restraints in Moving to Hosted/Cloud Contact Center Solutions in Healthcare
Customer Care Outsourcing Adoption in Healthcare
Customer Care Functions Currently Outsourced or Plan to be Outsourced in Healthcare
Currently Outsourced Customer Care Functions in Healthcare
Customer Care Functions Planned to be Outsourced in Healthcare
Contact Channels/Interactions Currently Handled and Planned to be Handled by Outsourcers in Healthcare
Contact Channels/Interactions Currently Handled by Outsourcers in Healthcare
Contact Channels/Interactions Planned to be Handled by Outsourcers in Healthcare
Current and Future Priority to Deliver Consistent and Seamless Customer Experiences in Healthcare
Current Level of Priority to Deliver Consistent and Seamless Customer Experiences in Healthcare
Expected Level of Priority to Deliver Consistent and Seamless Customer Experiences in Healthcare
Current and Future Proportions of Outsourced Contact Center Seats/Agents in Healthcare
Current and Future Proportions of Outsourced Contact Center Seats/Agents in Healthcare (continued)
Locations of Current and Expected Outsourcing in Healthcare
Locations of Currently Outsourced Contact Centers in Healthcare
Locations of Contact Centers Planned to be Outsourced in Healthcare
Average Number of Outsourcers Currently Used and Planned to be Used in Healthcare
Current and Future Outsourcer Selection Considerations in Healthcare
Important Factors in the Decision to Use Outsourcers in Healthcare (Current)
Important Factors in the Decision to Use Outsourcers in Healthcare (Future)
Restraints to Using a 3rd-party Provider in Healthcare
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 objective of this study is to analyze the current and future adoption trends of various customer contact strategies, enabling technologies, and services in the healthcare vertical. North American healthcare companies are more likely to have social customer care, but are behind their European counterparts in terms of mobile customer care. 38% of contact center organizations state that their contact channels are fully integrated; however, by 2016, 52% are expected to be fully integrated. Most healthcare companies expect the volume of outbound interactions to increase for proactive customer care, sales, and marketing. Significantly, more contact centers have adopted hosted/cloud contact center solutions in North America, when compared to Europe. Customer service is the most outsourced contact center function, followed by collections.
| No Index | Yes |
|---|---|
| Podcast | No |
| Author | Ashwin Iyer |
| Industries | Information Technology |
| WIP Number | NE53-01-00-00-00 |
| Is Prebook | No |