USD
GBP
CNY
EUR
INR
JPY
MYR
ZAR
KRW
THB
Customer Engagement in Government and Education in Europe and North America
Customer Engagement in Government and Education in Europe and North America
The Current and Future Government and Education Vertical
RELEASE DATE
15-Oct-2014
15-Oct-2014
REGION
North America
North America
Research Code: NE59-01-00-00-00
SKU: IT00743-NA-CR_02026
$12,500.00
In stock
SKU
IT00743-NA-CR_02026
Description
This study’s objective was to review current and future adoption of customer contact strategies, enabling technologies, and services in the government and education vertical. The use of Web self-service, social media, mobile applications, and video are expected to increase over the next 2 years, but LiveAgent voice and email will likely decline. Centers are mostly multichannel integrated, but more contact centers in North America are fully integrated than in Europe. Organizations plan to increase the use of social media strategies by 2016, with priority given to the dedicated customer support forums and integration with other contact channels. Centers in North America will make more social media investments than in Europe.
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)
Executive Summary (continued)
Executive Summary (continued)
Current versus Future Customer Interaction Channels in the Government and Education Vertical
Current Customer Interaction Channels in the Government and Education Vertical
Future Customer Interaction Channels Channels in the Government and Education Vertical
Current and Future Integration of Contact Channels in the Government and Education Vertical
Current Integration of Contact Centers in the Government and Education Vertical
Future Integration of Contact Centers in the Government and Education Vertical
Current and Future Prevalence of Full Automation in the Government and Education Vertical
Current and Future Prevalence of Full Automation in the Government and Education Vertical (continued)
Current/Future Prevalence of Speech Recognition Enabled-IVR Interactions in the Government and Education Vertical
Expected Changes of Outbound Customer Interactions in the Government and Education Vertical
Expected Changes of Outbound Customer Interactions for PCC in the Government and Education Vertical
Expected Changes of Outbound Customer Interactions for Sales and Marketing in the Government/Education Vertical
Expected Changes of Outbound Customer Interactions for Collections in the Government and Education Vertical
Current and Future Capabilities of Social Media Customer Contact Strategy in the Government and Education Vertical
Current Capabilities of Social Media Customer Contact Strategy in the Government and Education Vertical
Future Capabilities of Social Media Customer Contact Strategy in the Government and Education Vertical
Current and Future Capabilities of Mobile Customer Contact Strategy in the Government and Education Vertical
Current Capabilities of Mobile Customer Contact Strategy in the Government and Education Vertical
Future Capabilities of Mobile Customer Contact Strategy in the Government and Education Vertical
Potential Restraints in the Government and Education Vertical
Current versus Future Prevalence of Systems/ Applications in the Government and Education Vertical
Current Prevalence of Systems/Applications in the Government and Education Vertical
Future Prevalence of Systems/Applications in the Government and Education Vertical
Current and Future Number of APO Vendors Sourced in the Government and Education Vertical
Current and Future Number of APO Vendors Sourced in the Government and Education Vertical (continued)
Current and Future Integration of APO Applications in the Government and Education Vertical
Current Integration of APO Applications with Multichannel Applications in the Government and Education Vertical
Future Integration of APO Applications with Multichannel Applications in the Government and Education Vertical
Using APO Applications in the Government and Education Vertical
Leveraging APO Tools in Other Departments in the Government and Education Vertical
Restraints to Leveraging Customer Insights in the Government and Education Vertical
Current Use of Hosted/Cloud Contact Center Solutions in the Government and Education Vertical
Important Factors in the Decision to Move to Hosted/Cloud Solutions in the Government and Education Vertical
Contact Center Applications Currently Used as Hosted/Cloud Solutions in the Government and Education Vertical
Contact Center Applications Planned to be Moved to Hosted/Cloud Solutions in the Government/Education Vertical
Current and Future Number of Vendors Sourced in the Government and Education Vertical
Current and Future Hosted/Cloud Contact Center Providers in the Government and Education Vertical
Current Hosted/Cloud Contact Center Providers in the Government and Education Vertical
Future Hosted/Cloud Contact Center Providers in the Government and Education Vertical
Restraints to Moving to Hosted/Cloud Contact Center Solutions in the Government and Education Vertical
Customer Care Outsourcing Adoption in the Government and Education Vertical
Customer Care Functions Currently Outsourced and Planned to be Outsourced in the Government and Education Vertical
Currently Outsourced Customer Care Functions in the Government and Education Vertical
Customer Care Functions Planned to be Outsourced in the Government and Education Vertical
Contact Channels/Interactions Currently Handled/Planned to be Handled by Outsourcers in the Government/Education Vertical
Contact Channels/Interactions Currently Handled by Outsourcers in the Government and Education Vertical
Contact Channels/Interactions Planned to be Handled by Outsourcers in the Government and Education Vertical
Current/Future Priority to Deliver Consistent and Seamless Customer Experiences in the Government/Education Vertical
Current Level of Priority to Deliver Consistent and Seamless Customer Experience in the Government/Education Vertical
Expected Level of Priority to Deliver Consistent/Seamless Customer Experience in the Government/Education Vertical
Current/Future Proportions of Outsourced Contact Center Seats/Agents in the Government and Education Vertical
Current/Future Proportions of Outsourced Contact Center Seats/Agents in the Government/Education Vertical (continued)
Locations of Current and Expected Outsourcing in the Government and Education Vertical
Locations of Currently Outsourced Contact Centers in the Government and Education Vertical
Locations of Contact Centers Planned to be Outsourced in the Government and Education Vertical
Average Number of Outsourcers Currently Used/Planned to be Used in the Government and Education Vertical
Current and Future Outsourcer Selection Considerations in the Government and Education Vertical
Important Factors in the Decision to Use Outsourcers Currently in the Government and Education Vertical
Important Factors in the Decision to Use Outsourcers in the Future in the Government and Education Vertical
Restraints to Using a Third-party Provider in the Government and Education Vertical
Key Takeaways
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
This studys objective was to review current and future adoption of customer contact strategies, enabling technologies, and services in the government and education vertical. The use of Web self-service, social media, mobile applications, and video are expected to increase over the next 2 years, but LiveAgent voice and email will likely decline. Centers are mostly multichannel integrated, but more contact centers in North America are fully integrated than in Europe. Organizations plan to increase the use of social media strategies by 2016, with priority given to the dedicated customer support forums and integration with other contact channels. Centers in North America will make more social media investments than in Europe.
| No Index | Yes |
|---|---|
| Podcast | No |
| Author | Stephen Loynd |
| Industries | Information Technology |
| WIP Number | NE59-01-00-00-00 |
| Is Prebook | No |