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14 Jun 2018  |  Europe
2017 European Fleet Managers Desirability and Willingness to Pay for Fleet Management Solutions—France, Germany, the UK, Italy, and Poland
Understand Consumers Perceptions, Switching Behaviour, and Willingness to Pay
The main objective of this study is to investigate typical attitude towards fleet telematics (fleet management system solutions), understand key features and service expectations, explore perceptions and willingness to pay for fleet telematics services, examine vendor satisfaction and brand perceptions, and to look into vendor consideration and sel...
06 Apr 2016  |  Europe
Investigating the Hardware and Machine Learning Technologies that would Realize the AI Agents of the Future
With improvements in data acquisition and computing power, artificial intelligence (AI) is becoming more of a reality each day. Companies are constantly developing self-evolving machine learning approaches and hardware enhancements to support AI applications. This study explores new innovations in machine learning and computing that will enable the...
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26 Feb 2016  |  Europe
Untapped SME Sector to Sustain Revenues, 50% of Fleet Growth to Derive from Operating Lease
The outlook study provides an overview of the fleet vehicle leasing market (passenger cars and light commercial vehicles) across Europe. In addition to commentary on key highlights in 2015, the study provides forecast measurements for 2016 for the size of the fleet market and funding choices in the company car market (operational lease, financial l...
26 Jun 2015  |  Europe
Flexibility is the Key for Maintaining Relevance
The landscape for choosing a contact center solutions partner has become complex with dozens of options across contact center system, cloud, and business process outsourcing providers. The purpose of this buyers guide is to provide enterprise organizations in Europe, the Middle East, and Africa (EMEA) with a fundamental assessment of contact center...
28 Apr 2015  |  Europe
Selecting the Right Cloud Solution Provider to Improve the Customer Experience
The market for hosted and cloud contact centers has rapidly taken off, surpassing that of contact center systems revenue. Narrowing the list of vendors to investigate can be time-consuming. The purpose of this Buyers Guide is to provide enterprise organizations with a fundamental assessment of hosted/cloud contact center providers and their capabil...
26 Jun 2014  |  Europe
Multichannel Customer Contact
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 c...
23 Jun 2014  |  Europe
Agent Performance Optimization
The main objective of this research service was to investigate the current use and future adaptation of agent performance optimization (APO) solutions in European contact centers. Quality monitoring and workforce and performance management systems are the most widely deployed and used APO applications in Europe. Furthermore, large contact centers h...
23 Jun 2014  |  Europe
Cloud Contact Center Solutions
The overall research objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. About 37% of contact center organizations in Europe use a hosted/cloud contact center solution, which is expected to reach 86% by 2016. While small and medium contact centers...
23 Jun 2014  |  Europe
Contact Center Outsourcing
The main objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. One-third of the respondents outsource some customer care activities. The United Kingdom has the highest proportion of companies that outsource, while Benelux has the least. Outsourcing ...
20 Jun 2014  |  Europe
Brand Differentiation and Competitive Pressures to Revolutionize the Luxury Vehicle Market by 2020
The aim of this research service is to provide a strategic overview of the global luxury vehicle market. Luxury automotive OEMs must evolve and adapt to emerging Mega Trends of urbanization, demographic and social preference changes, and technology and electric mobility. The study introduces new market segments that have developed to meet changing ...