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Customer Engagement in Retail and Consumer in Europe and North America
Customer Engagement in Retail and Consumer in Europe and North America
The Current and Future Retail and Consumer Vertical
RELEASE DATE
23-Dec-2014
23-Dec-2014
REGION
North America
North America
Research Code: NE50-01-00-00-00
SKU: IT00738-NA-CR_02021
$12,500.00
Special Price $9,375.00 save 25 %
In stock
SKU
IT00738-NA-CR_02021
Description
This study’s objective was to review current and future adoption of customer contact strategies, enabling technologies, and services in the retail and consumer vertical. About 55% of North American and European contact centers are mostly integrated, with full integration expected to reach 55% in 2016. About 46% of customer interactions are fully automated. Email (27%) is preferred over LiveAgent voice (20%), and Web self-service trails at 11%. Mobile apps and social media will increase, while IVR and video will remain virtually unchanged. Personalized marketing is expected to grow by 18% by 2016. The systems/applications that show the most growth are Web collaboration tools and Web interaction analytics.
Table of Contents
Methodology
Overall Firmagraphic Details
Research Background and Objectives
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 Retail and Consumer Vertical
Current Customer Interaction Channels in the Retail and Consumer Vertical
Future Customer Interaction Channels in the Retail and Consumer Vertical
Current and Future Integration of Contact Channels in the Retail and Consumer Vertical
Current Integration of Contact Centers in the Retail and Consumer Vertical
Future Integration of Contact Centers in the Retail and Consumer Vertical
Current and Future Prevalence of Full Automation in the Retail and Consumer Vertical
Current and Future Prevalence of Full Automation in the Retail and Consumer Vertical (continued)
Current/Future Prevalence of Speech Recognition-enabled IVR Interactions in the Retail and Consumer Vertical
Current/Future Prevalence of Speech Recognition-enabled IVR Interactions in the Retail and Consumer Vertical (Continued)
Expected Changes of Outbound Customer Interactions in the Retail and Consumer Vertical
Expected Changes of Outbound Customer Interactions for PCC in the Retail and Consumer Vertical
Expected Changes of Outbound Customer Interactions for Sales and Marketing in the Retail/Consumer Vertical
Expected Changes of Outbound Customer Interactions for Collections in the Retail and Consumer Vertical
Current and Future Capabilities of Social Media Customer Contact Strategy in the Retail and Consumer Vertical
Current Capabilities of Social Media Customer Contact Strategy in the Retail and Consumer Vertical
Future Capabilities of Social Media Customer Contact Strategy in the Retail and Consumer Vertical
Current and Future Capabilities of Mobile Customer Contact Strategy in the Retail and Consumer Vertical
Current Capabilities of Mobile Customer Contact Strategy in the Retail and Consumer Vertical
Future Capabilities of Mobile Customer Contact Strategy in the Retail and Consumer Vertical
Potential Restraints in the Retail and Consumer Vertical
Current versus Future Prevalence of Systems/ Applications in the Retail and Consumer Vertical
Current Prevalence of Systems/Applications in the Retail and Consumer Vertical
Future Prevalence of Systems/Applications in the Retail and Consumer Vertical
Current and Future Number of APO Vendors Sourced in the Retail and Consumer Vertical
Current and Future Number of APO Vendors Sourced in the Retail and Consumer Vertical (continued)
Current and Future Integration of APO Applications in the Retail and Consumer Vertical
Current Integration of APO Applications with Multichannel Applications in the Retail and Consumer Vertical
Future Integration of APO Applications with Multichannel Applications in the Retail and Consumer Vertical
Using APO Applications in the Retail and Consumer Vertical
Leveraging APO Tools in Other Departments in the Retail and Consumer Vertical
Restraints to Leveraging Customer Insights in the Retail and Consumer Vertical
Current Use of Hosted/Cloud Contact Center Solutions in the Retail and Consumer Vertical
Important Factors in the Decision to Move to Hosted/Cloud Solutions in the Retail and Consumer Vertical
Contact Center Applications Currently Used as Hosted/Cloud Solutions in the Retail and Consumer Vertical
Contact Center Applications Planned to be Moved to Hosted/Cloud Solutions in the Retail and Consumer Vertical
Number of Vendors Sourced in the Retail and Consumer Vertical
Current and Future Hosted/Cloud Contact Center Providers in the Retail and Consumer Vertical
Current Hosted/Cloud Contact Center Providers in the Retail and Consumer Vertical
Future Hosted/Cloud Contact Center Providers in the Retail and Consumer Vertical
Restraints to Moving to Hosted/Cloud Contact Center Solutions in the Retail and Consumer Vertical
Customer Care Outsourcing Adoption in the Retail and Consumer Vertical
Customer Care Functions Currently Outsourced and Planned to be Outsourced in the Retail and Consumer Vertical
Currently Outsourced Customer Care Functions in the Retail and Consumer Vertical
Customer Care Functions Planned to be Outsourced in the Retail and Consumer Vertical
Contact Channels/Interactions Currently Handled/Planned to be Handled by Outsourcers in the Retail/Consumer Vertical
Contact Channels/Interactions Currently Handled by Outsourcers in the Retail and Consumer Vertical
Contact Channels/Interactions Planned to be Handled by Outsourcers in the Retail and Consumer Vertical
Current/Future Priority to Deliver Consistent and Seamless Customer Experiences in the Retail/Consumer Vertical
Current Level of Priority to Deliver Consistent and Seamless Customer Experience in the Retail/Consumer Vertical
Expected Level of Priority to Deliver onsistent/Seamless Customer Experience in the Retail/Consumer Vertical
Current/Future Proportions of Outsourced Contact Center Seats/Agents in the Retail and Consumer Vertical
Current/Future Proportions of Outsourced Contact Center Seats/Agents in the Retail/Consumer Vertical (continued)
Locations of Current and Expected Outsourcing in the Retail and Consumer Vertical
Locations of Currently Outsourced Contact Centers in the Retail and Consumer Vertical
Locations of Contact Centers Planned to be Outsourced in the Retail and Consumer Vertical
Average Number of Outsourcers Currently Used and Planned to be Used in the Retail and Consumer Vertical
Current and Future Outsourcer Selection Considerations in the Retail and Consumer Vertical
Important Factors in the Decision to Use Outsourcers Currently in the Retail and Consumer Vertical
Important Factors in the Decision to Use Outsourcers in the Future in the Retail and Consumer Vertical
Restraints to Using a Third-party Provider in the Retail and Consumer Vertical
Key Takeaways
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
This studys objective was to review current and future adoption of customer contact strategies, enabling technologies, and services in the retail and consumer vertical. About 55% of North American and European contact centers are mostly integrated, with full integration expected to reach 55% in 2016. About 46% of customer interactions are fully automated. Email (27%) is preferred over LiveAgent voice (20%), and Web self-service trails at 11%. Mobile apps and social media will increase, while IVR and video will remain virtually unchanged. Personalized marketing is expected to grow by 18% by 2016. The systems/applications that show the most growth are Web collaboration tools and Web interaction analytics.
| No Index | No |
|---|---|
| Podcast | No |
| Author | Diana Herrera |
| Industries | Information Technology |
| WIP Number | NE50-01-00-00-00 |
| Is Prebook | No |