Display search results for ** instead (20 products)
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 ...
21 Jan 2014  |  Europe
2011 European Consumers' Desirability and Willingness to Pay for Advanced Driver Assistance and Driving Dynamics Technologies
Consumers' Willingness to Pay for Driver Warning, Assistance, and Information Systems
The primary aim of this study is to evaluate European consumer perceptions, understanding, expectations, motivation, and willingness to pay for driver assistance systems and active safety features. Overall, European vehicle owners continue to rank reliability and safety as the most important features when choosing a new car. More than half of vehic...
01 Oct 2013  |  Europe
Voice of the Customer Study
The overall objectives of this study are to investigate typical attitudes towards fleet telematics (fleet management system solutions), to understand the key feature and service expectations, to explore perceptions and willingness to pay for fleet telematics services, to examine vendor satisfaction and brand perceptions, and to look into vendor con...
01 Apr 2013  |  Europe
2012 European Customer Desirability and Willingness to Pay for Infotainment, HMI and Telematics Features and Services
Consumers' Willingness to Pay for Next-Generation Infotainment, App Concepts, and HMI Solutions
This customer research deliverable measures customer attitudes and perceptions regarding new generation infotainment, app concepts and HMI solutions. The demographic is comprised of European vehicle owners who intend to purchase a new vehicle within the next two years. Only qualified respondents, who met requirements set by a screening process prio...
31 May 2012  |  Europe
2010 Europe Consumer Attitudes and Perceptions Towards Sustainability, Environment and Alternative Powertrains
Diesel Powertrains to Maintain the Status Quo in Europe in the Short-to-Medium Term
The aim of this study is to understand consumers sustainability and environmental priorities in their lives and in their choice of vehicle. The study aims to determine consumer perceptions and attitudes towards different environmental and sustainability factors and evaluate the importance of each in determining the characteristics of the future po...
16 Mar 2012  |  Europe
Visual Collaboration Opportunities in France, Germany, and the United Kingdom
The study investigates European business users' preferences regarding information and communications products and vendors, as well as service and service providers. In particular, the study measures the awareness and usage of information and communications technology (ICT) products and services in France, Germany, and the United Kingdom; it identif...
14 Feb 2012  |  Europe
Transmissions to influence end consumers' perceptions of eco-friendly technologies.
This study offers the key findings from the 'voice of the customer' survey that highlights the end users perception of the different transmission technologies available in the market. It brings out the impact of the transmissions on emissions, on performance and, significantly, on the purchase of new vehicles, as perceived by the end user. The key...