Cover Image
Market Research Report

Enterprise Priorities in Europe

Published by Frost & Sullivan Product code 306980
Published Content info 62 Pages
Delivery time: 1-2 business days
Price
Back to Top
Enterprise Priorities in Europe
Published: June 26, 2014 Content info: 62 Pages
Description

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 center organizations state that their contact channels are fully integrated and able to deliver seamless and consistent customer experiences across channels, which is expected to reach 50% by 2016. The proportion of automated customer interactions is expected to grow from 41% in 2014 to 58% by 2016.

Table of Contents
Product Code: M990-01-00-00-00

Table of Contents

1. RESEARCH BACKGROUND, OBJECTIVES, AND METHODOLOGY

Research Background, Objectives, and Methodology

  • 1. Research Background and Objectives
  • 2. Methodology
  • 3. Methodology (continued)
  • 4. Overall Firmagraphic Details

2. EXECUTIVE SUMMARY

Executive Summary

  • 1. Executive Summary

3. CUSTOMER INTERACTION CHANNELS

Customer Interaction Channels

  • 1. High Growth Customer Interaction Channels
  • 2. Customer Interaction Channels Increasing and Decreasing in Share
  • 3. Current Versus Future Customer Interaction Channels
  • 4. Current Customer Interaction Channels by Country
  • 5. Current Customer Interaction Channels by Country (continued)
  • 6. Current Customer Interaction Channels by Contact Center Size
  • 7. Current Customer Interaction Channels by Industry
  • 8. Future Customer Interaction Channels by Country
  • 9. Future Customer Interaction Channels by Country (continued)
  • 10. Future Customer Interaction Channels by Contact Center Size
  • 11. Future Customer Interaction Channels by Industry

4. INTEGRATION ACROSS ALL CUSTOMER CONTACT CHANNELS

Integration Across All Customer Contact Channels

  • 1. Current and Future Integration of Contact Channels
  • 2. Current Integration of Contact Channels
  • 3. Future Integration of Contact Channels

5. PREVALENCE OF AUTOMATION

Prevalence of Automation

  • 1. Current and Future Prevalence of Full Automation
  • 2. Current and Future Prevalence of Full Automation (Continued)

6. PREVALENCE OF SPEECH RECOGNITION IN INTERACTIVE VOICE RESPONSE INTERACTIONS

Prevalence of Speech Recognition in Interactive Voice Response Interactions

  • 1. Current and Future Prevalence of Speech Recognition Enabled IVR Interactions
  • 2. Current and Future Prevalence of Speech Recognition-enabled IVR Interactions (Continued)

7. THE FUTURE OF OUTBOUND CUSTOMER INTERACTIONS

The Future of Outbound Customer Interactions

  • 1. Expected Changes of Outbound Customer Interactions
  • 2. Expected Changes of Outbound Customer Interactions for Proactive Customer Care
  • 3. Expected Changes of Outbound Customer Interactions for Sales and Marketing
  • 4. Expected Changes of Outbound Customer Interactions for Collections

8. SOCIAL MEDIA CUSTOMER CONTACT STRATEGY

Social Media Customer Contact Strategy

  • 1. Current and Future Capabilities of Social Media Customer Contact Strategy
  • 2. Current Capabilities of Social Media Customer Contact Strategy
  • 3. Future Capabilities of Social Media Customer Contact Strategy

9. MOBILE CUSTOMER CONTACT STRATEGY

Mobile Customer Contact Strategy

  • 1. Current and Future Capabilities of Mobile Customer Contact Strategy
  • 2. Current Capabilities of Mobile Customer Contact Strategy
  • 3. Future Capabilities of Mobile Customer Contact Strategy

10. POTENTIAL RESTRAINTS TO ACHIEVING MULTICHANNEL CUSTOMER CONTACT CENTER GOALS

Potential Restraints to Achieving Multichannel Customer Contact Center Goals

  • 1. Potential Restraints by Country
  • 2. Potential Restraints by Contact Center Size
  • 3. Potential Restraints by Industry
  • 4. Legal Disclaimer

11. APPENDIX

Appendix

  • 1. Business Functions
  • 2. Languages Supported

12. THE FROST & SULLIVAN STORY

The Frost & Sullivan Story

  • 1. The Frost & Sullivan Story
  • 2. Value Proposition: Future of Your Company & Career
  • 3. Global Perspective
  • 4. Industry Convergence
  • 5. 360° Research Perspective
  • 6. Implementation Excellence
  • 7. Our Blue Ocean Strategy
Back to Top