Enterprise Priorities in Europe

Multichannel Customer Contact

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Regular Price: USD 12,500

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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, Objectives, and MethodologyResearch Background and ObjectivesMethodologyMethodology (continued)Overall Firmagraphic DetailsExecutive SummaryExecutive SummaryCustomer Interaction ChannelsHigh Growth Customer Interaction Channels Customer Interaction Channels Increasing and Decreasing in ShareCurrent Versus Future Customer Interaction ChannelsCurrent Customer Interaction Channels by CountryCurrent Customer Interaction Channels by Country (continued)Current Customer Interaction Channels by Contact Center SizeCurrent Customer Interaction Channels by IndustryFuture Customer Interaction Channels by CountryFuture Customer Interaction Channels by Country (continued)Future Customer Interaction Channels by Contact Center SizeFuture Customer Interaction Channels by IndustryIntegration Across All Customer Contact ChannelsCurrent and Future Integration of Contact ChannelsCurrent Integration of Contact ChannelsFuture Integration of Contact ChannelsPrevalence of AutomationCurrent and Future Prevalence of Full AutomationCurrent and Future Prevalence of Full Automation (Continued)Prevalence of Speech Recognition in Interactive Voice Response InteractionsCurrent and Future Prevalence of Speech Recognition Enabled IVR InteractionsCurrent and Future Prevalence of Speech Recognition-enabled IVR Interactions (Continued)The Future of Outbound Customer InteractionsExpected Changes of Outbound Customer InteractionsExpected Changes of Outbound Customer Interactions for Proactive Customer CareExpected Changes of Outbound Customer Interactions for Sales and MarketingExpected Changes of Outbound Customer Interactions for CollectionsSocial Media Customer Contact StrategyCurrent and Future Capabilities of Social Media Customer Contact StrategyCurrent Capabilities of Social Media Customer Contact StrategyFuture Capabilities of Social Media Customer Contact StrategyMobile Customer Contact StrategyCurrent and Future Capabilities of Mobile Customer Contact StrategyCurrent Capabilities of Mobile Customer Contact StrategyFuture Capabilities of Mobile Customer Contact StrategyPotential Restraints to Achieving Multichannel Customer Contact Center GoalsPotential Restraints by CountryPotential Restraints by Contact Center SizePotential Restraints by IndustryLegal DisclaimerAppendixBusiness FunctionsLanguages SupportedThe Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition: Future of Your Company & CareerGlobal PerspectiveIndustry Convergence360º Research PerspectiveImplementation ExcellenceOur Blue Ocean Strategy




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