End User Priorities for Customer Engagement, Global, 2017

Navigating Digital Transformation in Contact Centers

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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

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

End User Priorities for Customer Engagement, Global, 2018Research Objectives and MethodsResearch ObjectivesSurvey MethodologyEnd User Priorities for Customer Engagement, Global, 2017End User Priorities for Customer Engagement, Global, 2017 (continued)Vertical MarketsSummary of Key FindingsSummary of Key FindingsSummary of Key Findings (continued)Summary of Key Findings (continued)Current and Future Plans for InvestmentInteraction Channels—Current and Future PlansChannel Integration PlansChallenges of Delivering an Omnichannel StrategyNatural Language Speech-Enabled IVR InteractionsSocial Media Strategy GoalsIntegration of Outbound NotificationsMobile Device Capabilities for Customer CareContact Centers and Applications UsageAllocation of Agents to Interactive ChannelsFactors Impacting the Use of Customer AnalyticsFactors Preventing Contact Centers from Meeting GoalsContact Center MetricsVoice CallsAverage Talk Time TrendsAverage Talk Time Trends by RegionAverage Talk Time Trends by IndustryOther Metrics in Contact CentersHosted/Cloud TrendsHosted/Cloud Contact Center UsageImportance of Decision to Move to a Hosted/Cloud SolutionSeats Deployed on a Hosted/Cloud SolutionNumber of Hosted/Cloud Providers UsedTypes of Hosted/Cloud Providers UsedOutsourcer TrendsOutsourcer UsageCustomer Care Functions Moved to OutsourcersExpectations for Outsourcers to Deliver an Omnichannel Experience by RegionExpectations for Outsourcers to Deliver an Omnichannel Experience by IndustryPortion of Seats Moved to Outsourcers over the Next Two Years by RegionPortion of Seats Moved to Outsourcers over the Next Two Years by IndustryLocations of OutsourcersNumber of OutsourcersTop Factors Influencing Outsourcer SelectionFactors Preventing the Use of OutsourcersDigital TransformationDigital Transformation PlansCatering to the MillennialsImportance of Digital Transformation InvestmentsImportance of Digital Transformation Investments by RegionStage of Digital Transformation Technology Implementation by RegionStage of Digital Transformation Technology Implementation by IndustryJobs Replaced by AutomationDigital Transformation—Strategic ImperativesStrategic Imperatives for Success and GrowthThe Last WordThe Last Word—Three Big PredictionsLegal DisclaimerThe Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition—Future of Your Company & CareerGlobal PerspectiveIndustry Convergence360º Research PerspectiveImplementation ExcellenceOur Blue Ocean Strategy




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Why Frost & Sullivan

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Tracking over 1000 emerging technologies and analyzing the impact by industry and application to reveal the companies to watch in each sector

The Frost & Sullivan team is based in our 45 global offices and have developed a powerful global understandings of how industries operate on a global level.