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Enterprise Priorities in Europe
Enterprise Priorities in Europe
Multichannel Customer Contact
RELEASE DATE
26-Jun-2014
26-Jun-2014
REGION
Europe
Europe
Research Code: M990-01-00-00-00
SKU: IT00633-EU-CR_01772
$12,500.00
Special Price $9,375.00 save 25 %
In stock
SKU
IT00633-EU-CR_01772
Description
The overall research objective of this research service was to investigate the current use and future adaptation of multichannel customer contact in European contact centers. Overall, the use rates of mobile apps, social media, Web self-service, and chat are growing, while use rates of LiveAgent voice and email are declining. About 25% of contact center organizations state that their contact channels are fully integrated and able to deliver seamless and consistent customer experiences across channels, which is expected to reach 50% by 2016. The proportion of automated customer interactions is expected to grow from 41% in 2014 to 58% by 2016.
Table of Contents
Research Background and Objectives
Methodology
Methodology (continued)
Overall Firmagraphic Details
Executive Summary
High Growth Customer Interaction Channels
Customer Interaction Channels Increasing and Decreasing in Share
Current Versus Future Customer Interaction Channels
Current Customer Interaction Channels by Country
Current Customer Interaction Channels by Country (continued)
Current Customer Interaction Channels by Contact Center Size
Current Customer Interaction Channels by Industry
Future Customer Interaction Channels by Country
Future Customer Interaction Channels by Country (continued)
Future Customer Interaction Channels by Contact Center Size
Future Customer Interaction Channels by Industry
Current and Future Integration of Contact Channels
Current Integration of Contact Channels
Future Integration of Contact Channels
Current and Future Prevalence of Full Automation
Current and Future Prevalence of Full Automation (Continued)
Current and Future Prevalence of Speech Recognition Enabled IVR Interactions
Current and Future Prevalence of Speech Recognition-enabled IVR Interactions (Continued)
Expected Changes of Outbound Customer Interactions
Expected Changes of Outbound Customer Interactions for Proactive Customer Care
Expected Changes of Outbound Customer Interactions for Sales and Marketing
Expected Changes of Outbound Customer Interactions for Collections
Current and Future Capabilities of Social Media Customer Contact Strategy
Current Capabilities of Social Media Customer Contact Strategy
Future Capabilities of Social Media Customer Contact Strategy
Current and Future Capabilities of Mobile Customer Contact Strategy
Current Capabilities of Mobile Customer Contact Strategy
Future Capabilities of Mobile Customer Contact Strategy
Potential Restraints by Country
Potential Restraints by Contact Center Size
Potential Restraints by Industry
Legal Disclaimer
Business Functions
Languages Supported
The Frost & Sullivan Story
Value Proposition: Future of Your Company & Career
Global Perspective
Industry Convergence
360º Research Perspective
Implementation Excellence
Our Blue Ocean Strategy
Popular Topics
The overall research objective of this research service was to investigate the current use and future adaptation of multichannel customer contact in European contact centers. Overall, the use rates of mobile apps, social media, Web self-service, and chat are growing, while use rates of LiveAgent voice and email are declining. About 25% of contact center organizations state that their contact channels are fully integrated and able to deliver seamless and consistent customer experiences across channels, which is expected to reach 50% by 2016. The proportion of automated customer interactions is expected to grow from 41% in 2014 to 58% by 2016.
| No Index | Yes |
|---|---|
| Podcast | No |
| Author | Ashwin Iyer |
| Industries | Information Technology |
| WIP Number | M990-01-00-00-00 |
| Is Prebook | No |