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End User Priorities for Customer Engagement in Europe, 2018
Navigating Digital Transformation in Contact Centers
21-Feb-2019
Europe
Market Research
9AC4-00-1A-00-00
IT03809-EU-MR_22876
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
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
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