Enterprise Priorities in Europe

Enterprise Priorities in Europe

Multichannel Customer Contact

RELEASE DATE
26-Jun-2014
REGION
Europe
Research Code: M990-01-00-00-00
SKU: IT00633-EU-CR_01772

$12,500.00

Special Price $9,375.00 save 25 %

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SKU
IT00633-EU-CR_01772

$12,500.00

$9,375.00 save 25 %

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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

Related Research
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.
More Information
No Index Yes
Podcast No
Author Ashwin Iyer
Industries Information Technology
WIP Number M990-01-00-00-00
Is Prebook No