USD
GBP 
CNY 
EUR 
INR 
JPY 
MYR 
ZAR 
KRW 
THB 
Multichannel Customer Contact
30-Jun-2014
North America
Customer Research
NCD2-01-00-00-00
IT00698-NA-CR_01929
The main objective of this research service was to investigate the current and future integration of customer interactions in the North American contact centers. Currently, one-third of the contact centers have been fully integrated to deliver seamless and consistent customer experiences across channels. By 2016, 54% expect to be fully integrated. Additionally, the percentage of automated customer interactions is expected to grow from 48% in 2014 to 64% by 2016. The use of multiple capabilities with social media customer contact strategies is expected to increase, with the largest increases expected for fully integrated with other contact channels and dedicated customer support forum/community.
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
Customer Interaction Channel Use
Current Customer Interaction Channels by Country
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 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 Prevalence of Full Automation
Future Prevalence of Full Automation
Current and Future Prevalence of Speech Recognition-enabled IVR Interactions
Current Prevalence of Speech Recognition-enabled IVR Interactions
Future Prevalence of Speech Recognition-enabled IVR Interactions
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
The Frost & Sullivan Story
Value Proposition: Future of Your Company & Career
Global Perspective
Industry Convergence
360º Research Perspective
Implementation Excellence
Our Blue Ocean Strategy
Speak directly with our analytics experts for tailored recommendations.
Recent related Contact Centers research
02 Sep 2026 | Global | Market Research
CX Unfiltered: Industry Trends Redefining Customer Obsession
This report examines the transformation of the Customer Experience (CX) Management and Business Process Outsourcing (BPO) industry as artificial intelligence (AI), automation, and evolving enterprise expectations re-shape traditional service delivery models. Drawing on insights from Frost & Sullivan...
03 Aug 2026 | Asia Pacific | Frost Radar
Frost Radar™: Customer Experience Platforms in Asia-Pacific, 2026
Customer experience (CX) platforms serve as the operational and intelligence layer through which organizations manage, orchestrate, and continuously optimize customer interactions across every channel and touchpoint. As contact centers evolve beyond traditional voice interactions to include digital ...
17 Jul 2026 | Latin America | Frost Radar
Frost Radar™: Customer Experience Platforms in Latin America, 2026
Customer experience (CX) platforms orchestrate the complexity of modern customer interactions across multiple channels and touchpoints along the entire customer journey, delivering seamless, consistent, and personalized customer experiences. Frost & Sullivan research on this industry includes close ...
03 Jul 2026 | Global | Frost Radar
Frost Radar™: EMEA Customer Experience Platforms, 2026
Customer experience (CX) platforms serve as the operational and intelligence layer through which organizations manage, orchestrate, and continuously optimize customer interactions across every channel and touchpoint. As contact center boundaries expand to encompass digital self-service, AI-driven re...
01 Jul 2026 | Global | Market Research
Global Customer Experience Platforms Market (Premise-based and CCaaS), Forecast to 2030
Abstract: The global Customer Experience Platforms market achieved solid growth in 2025, driven by an acceleration of AI-based and advanced capabilities in contact center implementations. As organizations increasingly realize that providing superior CX is fundamental for competitive differentiation,...
Purchase includes:
- Report download
- Growth Dialog™ with our experts
Growth Dialog™
A tailored session with you where we identify the:- Strategic Imperatives
- Growth Opportunities
- Best Practices
- Companies to Action
Impacting your company's future growth potential.
| Deliverable Type | Customer Research |
|---|---|
| No Index | Yes |
| Podcast | No |
| Author | Ashwin Iyer |
| Industries | Information Technology |
| WIP Number | NCD2-01-00-00-00 |
| Is Prebook | No |
Enterprise Priorities in North America
$10,000.00
Special Price $7,500.00 save 25 %