End User Priorities for Customer Engagement in Europe, 2018

End User Priorities for Customer Engagement in Europe, 2018

Navigating Digital Transformation in Contact Centers

RELEASE DATE
21-Feb-2019
REGION
Europe
Research Code: 9AC4-00-1A-00-00
SKU: IT03809-EU-MR_22876

$1,500.00

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SKU
IT03809-EU-MR_22876

$1,500.00

$1,125.00 save 25 %

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Description

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


Research Highlights

  • The most used interaction channels in organizations today are email (87% of respondents), web (86%), and chat (80%). The largest investments over the next two years will be video kiosks (59%) and virtual assistant voice (51%).
  • There is a strong movement towards full integration, where contact centers will be able to deliver seamless omnichannel experiences to customers. Silos within organizations pose the main challenge to organizations unable to provide an omnichannel experience.
  • The primary goal of using social media is to provide customer service through sites like Facebook and Twitter.
  • The ability to access websites from mobile devices are a top priority for businesses.
  • The prevalent obstacle to meeting goals within contact centers is the difficulty of training agents on new processes, tasks, and skills.

Author: Alpa Shah

 

Table of Contents

Research Objectives

Survey Methodology

End User Priorities for Customer Engagement, Europe, 2017

End User Priorities for Customer Engagement, Europe, 2017 (continued)

Vertical Markets and Job Functions

Summary of Key Findings

Factors Preventing Contact Centers from Meeting or Exceeding Goals

Interaction Channels—Current and Future Plans

Channel Integration Plans

Challenges of Delivering an Omnichannel Strategy

Social Media Goals

Mobile Device Strategy

Outsourcer Usage and Plans

Hosted Solutions Usage and Plans

Voice Calls

Average Talk Time Trends

Average Talk Time Trends by Region

Average Talk Time Trends by Industry

Digital Transformation Plans

Catering to the Millennials

Importance of Digital Transformation Investments

Importance of Digital Transformation Investments, by Region

Stage of Digital Transformation Technology Implementation by Region

Stage of Digital Transformation Technology Implementation by Industry

Jobs Replaced by Automation

Strategic Imperatives for Success and Growth

The Last Word—Three Big Predictions

Legal Disclaimer

List of Exhibits

List of Exhibits (continued)

The Frost & Sullivan Story

Value Proposition—Future of Your Company & Career

Global Perspective

Industry Convergence

360º Research Perspective

Implementation Excellence

Our Blue Ocean Strategy

Related Research
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--BEGIN PROMO--

Research Highlights

  • The most used interaction channels in organizations today are email (87% of respondents), web (86%), and chat (80%). The largest investments over the next two years will be video kiosks (59%) and virtual assistant voice (51%).
  • There is a strong movement towards full integration, where contact centers will be able to deliver seamless omnichannel experiences to customers. Silos within organizations pose the main challenge to organizations unable to provide an omnichannel experience.
  • The primary goal of using social media is to provide customer service through sites like Facebook and Twitter.
  • The ability to access websites from mobile devices are a top priority for businesses.
  • The prevalent obstacle to meeting goals within c
More Information
No Index No
Podcast No
Author Alpa Shah
Industries Information Technology
WIP Number 9AC4-00-1A-00-00
Is Prebook No
GPS Codes 9705-C1,9AA5-C1,9661,9857-76,9A3A