End User Priorities for Customer Engagement, Global, 2017

  • ID: 4430296
  • Report
  • Region: Global
  • 68 Pages
  • Frost & Sullivan
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Navigating Digital Transformation in Contact Centers

The overall research objective is to measure the current use and future decision making behavior toward contact center solutions in the following industries: Education, IT/Communications, Financial Services, Government, Healthcare, Manufacturing, Outsourcing, Retail & Consumer, and Travel & Hospitality.

Technologies covered:

  • Interactive Voice Response (IVR), Natural Language Speech Recognition
  • Chat, Chat Bot (Interactive Text Response), Messaging Bot (Facebook, WeChat, etc.)
  • Internet of Things (IoT)
  • Live Agent Voice
  • Mobile Customer Care
  • Proactive Outbound
  • Social Media
  • Video, Video Kiosks
  • Virtual Assistant Text Chat, Virtual Assistant Voice
  • Web
  • Cloud/Hosted Contact Center Trends

This report aims to:

  • Understand the IT-related challenges organizations face today
  • Monitor the status of digital transformation including newer solutions such as Artificial Intelligence (AI) and XaaS.
  • Assess the current and future use of contact center technologies
  • Evaluate factors that drive investments in contact center technologies
  • Gauge IT and communications trends
  • Provide KPI data
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1. Research Objectives and Methods
Research Objectives
Survey Methodology
End User Priorities for Customer Engagement, Global, 2017
Vertical Markets

2. Summary of Key Findings
Summary of Key Findings

3. Current and Future Plans for Investment
Interaction Channels-Current and Future Plans
Channel Integration Plans
Challenges of Delivering an Omnichannel Strategy
Natural Language Speech-Enabled IVR Interactions
Social Media Strategy Goals
Integration of Outbound Notifications
Mobile Device Capabilities for Customer Care
Contact Centers and Applications Usage
Allocation of Agents to Interactive Channels
Factors Impacting the Use of Customer Analytics
Factors Preventing Contact Centers from Meeting Goals

4. Contact Center Metrics
Voice Calls
Average Talk Time Trends
Average Talk Time Trends by Region
Average Talk Time Trends by Industry
Other Metrics in Contact Centers

5. Hosted/Cloud Trends
Hosted/Cloud Contact Center Usage
Importance of Decision to Move to a Hosted/Cloud Solution
Seats Deployed on a Hosted/Cloud Solution
Number of Hosted/Cloud Providers Used
Types of Hosted/Cloud Providers Used

6. Outsourcer Trends
Outsourcer Usage
Customer Care Functions Moved to Outsourcers
Expectations for Outsourcers to Deliver an Omnichannel Experience by Region
Expectations for Outsourcers to Deliver an Omnichannel Experience by Industry
Portion of Seats Moved to Outsourcers over the Next Two Years by Region
Portion of Seats Moved to Outsourcers over the Next Two Years by Industry
Locations of Outsourcers
Number of Outsourcers
Top Factors Influencing Outsourcer Selection
Factors Preventing the Use of Outsourcers

7. Digital Transformation
Digital Transformation Plans
Catering to the Millennials
Importance of Digital Transformation Investments
Importance of Digital Transformation Investments by Region
Stage of Digital Transformation Technology Implementation by Region
Stage of Digital Transformation Technology Implementation by Industry
Jobs Replaced by Automation

8. Digital Transformation-Strategic Imperatives
Strategic Imperatives for Success and Growth

9. The Last Word
The Last Word-Three Big Predictions
Legal Disclaimer

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