Enterprise Priorities in North America

Enterprise Priorities in North America

Multichannel Customer Contact

RELEASE DATE
30-Jun-2014
REGION
North America
Research Code: NCD2-01-00-00-00
SKU: IT00698-NA-CR_01929

$10,000.00

Special Price $7,500.00 save 25 %

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SKU
IT00698-NA-CR_01929

$10,000.00

$7,500.00 save 25 %

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Description

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.

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

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

Related Research
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.
More Information
No Index Yes
Podcast No
Author Ashwin Iyer
Industries Information Technology
WIP Number NCD2-01-00-00-00
Is Prebook No