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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
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| 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 |
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