Enterprise Priorities in North America

Multichannel Customer Contact

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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, Objectives, and MethodologyResearch Background and ObjectivesMethodologyMethodology (continued)Overall Firmagraphic DetailsExecutive SummaryExecutive SummaryCustomer Interactions ChannelsHigh Growth Customer Interaction Channels Customer Interaction Channels Increasing and Decreasing in ShareCustomer Interaction Channel UseCurrent Customer Interaction Channels by CountryCurrent Customer Interaction Channels by Contact Center Size Current Customer Interaction Channels by IndustryFuture Customer Interaction Channels by CountryFuture Customer Interaction Channels by Contact Center Size Future 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 Prevalence of Full AutomationFuture Prevalence of Full AutomationPrevalence of Speech Recognition in Interactive Voice Response InteractionsCurrent and Future Prevalence of Speech Recognition-enabled IVR InteractionsCurrent Prevalence of Speech Recognition-enabled IVR InteractionsFuture Prevalence of Speech Recognition-enabled IVR InteractionsThe 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 FunctionsThe Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition: Future of Your Company & CareerGlobal PerspectiveIndustry Convergence360º Research PerspectiveImplementation ExcellenceOur Blue Ocean Strategy




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