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Market Research Report

Customer Engagement in Government and Education in Europe and North America

Published by Frost & Sullivan Product code 316736
Published Content info 116 Pages
Delivery time: 1-2 business days
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Customer Engagement in Government and Education in Europe and North America
Published: October 15, 2014 Content info: 116 Pages
Description

The Current and Future Government and Education Vertical

This study's objective was to review current and future adoption of customer contact strategies, enabling technologies, and services in the government and education vertical. The use of Web self-service, social media, mobile applications, and video are expected to increase over the next 2 years, but LiveAgent voice and email will likely decline. Centers are mostly multichannel integrated, but more contact centers in North America are fully integrated than in Europe. Organizations plan to increase the use of social media strategies by 2016, with priority given to the dedicated customer support forums and integration with other contact channels. Centers in North America will make more social media investments than in Europe.

Table of Contents
Product Code: NE59-01-00-00-00

Table of Contents

1. RESEARCH BACKGROUND, OBJECTIVES, AND METHODOLOGY

Research Background, Objectives, and Methodology

  • 1. Research Background and Objectives
  • 2. Methodology
  • 3. Overall Firmagraphic Details

2. EXECUTIVE SUMMARY

Executive Summary

  • 1. Executive Summary
  • 2. Executive Summary (continued)
  • 3. Executive Summary (continued)
  • 4. Executive Summary (continued)
  • 5. Executive Summary (continued)
  • 6. Executive Summary (continued)
  • 7. Executive Summary (continued)
  • 8. Executive Summary (continued)
  • 9. Executive Summary (continued)

3. CUSTOMER INTERACTIONS CHANNELS

Customer Interactions Channels

  • 1. Current versus Future Customer Interaction Channels in the Government and Education Vertical
  • 2. Current Customer Interaction Channels in the Government and Education Vertical
  • 3. Future Customer Interaction Channels Channels in the Government and Education Vertical

4. INTEGRATION ACROSS ALL CUSTOMER CONTACT CHANNELS

Integration across All Customer Contact Channels

  • 1. Current and Future Integration of Contact Channels in the Government and Education Vertical
  • 2. Current Integration of Contact Centers in the Government and Education Vertical
  • 3. Future Integration of Contact Centers in the Government and Education Vertical

5. PREVALENCE OF AUTOMATION

Prevalence of Automation

  • 1. Current and Future Prevalence of Full Automation in the Government and Education Vertical
  • 2. Current and Future Prevalence of Full Automation in the Government and Education Vertical (continued)

6. PREVALENCE OF SPEECH RECOGNITION IN INTERACTIVE VOICE RESPONSE INTERACTIONS

Prevalence of Speech Recognition in Interactive Voice Response Interactions

  • 1. Current/Future Prevalence of Speech Recognition Enabled-IVR Interactions in the Government and Education Vertical

7. THE FUTURE OF OUTBOUND CUSTOMER INTERACTIONS

The Future of Outbound Customer Interactions

  • 1. Expected Changes of Outbound Customer Interactions in the Government and Education Vertical
  • 2. Expected Changes of Outbound Customer Interactions for PCC in the Government and Education Vertical
  • 3. Expected Changes of Outbound Customer Interactions for Sales and Marketing in the Government/Education Vertical
  • 4. Expected Changes of Outbound Customer Interactions for Collections in the Government and Education Vertical

8. SOCIAL MEDIA CUSTOMER CONTACT STRATEGY

Social Media Customer Contact Strategy

  • 1. Current and Future Capabilities of Social Media Customer Contact Strategy in the Government and Education Vertical
  • 2. Current Capabilities of Social Media Customer Contact Strategy in the Government and Education Vertical
  • 3. Future Capabilities of Social Media Customer Contact Strategy in the Government and Education Vertical

9. MOBILE CUSTOMER CONTACT STRATEGY

Mobile Customer Contact Strategy

  • 1. Current and Future Capabilities of Mobile Customer Contact Strategy in the Government and Education Vertical
  • 2. Current Capabilities of Mobile Customer Contact Strategy in the Government and Education Vertical
  • 3. Future Capabilities of Mobile Customer Contact Strategy in the Government and Education Vertical

10. POTENTIAL RESTRAINTS TO ACHIEVING MULTICHANNEL CUSTOMER CONTACT CENTER GOALS

Potential Restraints to Achieving Multichannel Customer Contact Center Goals

  • 1. Potential Restraints in the Government and Education Vertical

11. PREVALENCE OF SYSTEMS AND APPLICATIONS

Prevalence of Systems and Applications

  • 1. Current versus Future Prevalence of Systems/ Applications in the Government and Education Vertical
  • 2. Current Prevalence of Systems/Applications in the Government and Education Vertical
  • 3. Future Prevalence of Systems/Applications in the Government and Education Vertical

12. NUMBER OF AGENT PERFORMANCE OPTIMIZATION VENDORS SOURCED

Number of Agent Performance Optimization Vendors Sourced

  • 1. Current and Future Number of APO Vendors Sourced in the Government and Education Vertical
  • 2. Current and Future Number of APO Vendors Sourced in the Government and Education Vertical (continued)

13. INTEGRATION OF AGENT PERFORMANCE OPTIMIZATION APPLICATIONS

Integration of Agent Performance Optimization Applications

  • 1. Current and Future Integration of APO Applications in the Government and Education Vertical
  • 2. Current Integration of APO Applications with Multichannel Applications in the Government and Education Vertical
  • 3. Future Integration of APO Applications with Multichannel Applications in the Government and Education Vertical

14. PRIMARY USE CASES FOR AGENT PERFORMANCE OPTIMIZATION APPLICATIONS

Primary Use Cases for Agent Performance Optimization Applications

  • 1. Using APO Applications in the Government and Education Vertical
  • 2. Leveraging APO Tools in Other Departments in the Government and Education Vertical

15. RESTRAINTS TO LEVERAGING CUSTOMER INSIGHTS

Restraints to Leveraging Customer Insights

  • 1. Restraints to Leveraging Customer Insights in the Government and Education Vertical

16. CURRENT USE OF HOSTED/CLOUD SOLUTIONS

Current Use of Hosted/Cloud Solutions

  • 1. Current Use of Hosted/Cloud Contact Center Solutions in the Government and Education Vertical

17. IMPORTANT FACTORS IN THE DECISION TO MOVE TO HOSTED/CLOUD SOLUTIONS

Important Factors in the Decision to Move to Hosted/Cloud Solutions

  • 1. Important Factors in the Decision to Move to Hosted/Cloud Solutions in the Government and Education Vertical

18. HOSTED/CLOUD CONTACT CENTER APPLICATIONS

Hosted/Cloud Contact Center Applications

  • 1. Contact Center Applications Currently Used as Hosted/Cloud Solutions in the Government and Education Vertical
  • 2. Contact Center Applications Planned to be Moved to Hosted/Cloud Solutions in the Government/Education Vertical

19. HOSTED/CLOUD CONTACT CENTER VENDORS

Hosted/Cloud Contact Center Vendors

  • 1. Current and Future Number of Vendors Sourced in the Government and Education Vertical
  • 2. Current and Future Hosted/Cloud Contact Center Providers in the Government and Education Vertical
  • 3. Current Hosted/Cloud Contact Center Providers in the Government and Education Vertical
  • 4. Future Hosted/Cloud Contact Center Providers in the Government and Education Vertical

20. RESTRAINTS TO MOVING TO HOSTED/CLOUD CONTACT CENTER SOLUTIONS

Restraints to Moving to Hosted/Cloud Contact Center Solutions

  • 1. Restraints to Moving to Hosted/Cloud Contact Center Solutions in the Government and Education Vertical

21. CUSTOMER CARE FUNCTIONS OUTSOURCED

Customer Care Functions Outsourced

  • 1. Customer Care Outsourcing Adoption in the Government and Education Vertical
  • 2. Customer Care Functions Currently Outsourced and Planned to be Outsourced in the Government and Education Vertical
  • 3. Currently Outsourced Customer Care Functions in the Government and Education Vertical
  • 4. Customer Care Functions Planned to be Outsourced in the Government and Education Vertical

22. OUTSOURCING CUSTOMER CONTACT CHANNELS

Outsourcing Customer Contact Channels

  • 1. Contact Channels/Interactions Currently Handled/Planned to be Handled by Outsourcers in the Government/Education Vertical
  • 2. Contact Channels/Interactions Currently Handled by Outsourcers in the Government and Education Vertical
  • 3. Contact Channels/Interactions Planned to be Handled by Outsourcers in the Government and Education Vertical

23. PRIORITY OF CONSISTENT AND SEAMLESS CUSTOMER EXPERIENCES

Priority of Consistent and Seamless Customer Experiences

  • 1. Current/Future Priority to Deliver Consistent and Seamless Customer Experiences in the Government/Education Vertical
  • 2. Current Level of Priority to Deliver Consistent and Seamless Customer Experience in the Government/Education Vertical
  • 3. Expected Level of Priority to Deliver Consistent/Seamless Customer Experience in the Government/Education Vertical

24. OUTSOURCED CONTACT CENTER SEATS/AGENTS

Outsourced Contact Center Seats/Agents

  • 1. Current/Future Proportions of Outsourced Contact Center Seats/Agents in the Government and Education Vertical
  • 2. Current/Future Proportions of Outsourced Contact Center Seats/Agents in the Government/Education Vertical (continued)

25. OUTSOURCING LOCATIONS

Outsourcing Locations

  • 1. Locations of Current and Expected Outsourcing in the Government and Education Vertical
  • 2. Locations of Currently Outsourced Contact Centers in the Government and Education Vertical
  • 3. Locations of Contact Centers Planned to be Outsourced in the Government and Education Vertical

26. NUMBER OF OUTSOURCERS USED

Number of Outsourcers Used

  • 1. Average Number of Outsourcers Currently Used/Planned to be Used in the Government and Education Vertical

27. IMPORTANT FACTORS IN OUTSOURCER SELECTION

Important Factors in Outsourcer Selection

  • 1. Current and Future Outsourcer Selection Considerations in the Government and Education Vertical
  • 2. Important Factors in the Decision to Use Outsourcers Currently in the Government and Education Vertical
  • 3. Important Factors in the Decision to Use Outsourcers in the Future in the Government and Education Vertical

28. RESTRAINTS TO USING OUTSOURCERS

Restraints to Using Outsourcers

  • 1. Restraints to Using a Third-party Provider in the Government and Education Vertical

29. KEY TAKEAWAYS

Key Takeaways

  • 1. Key Takeaways
  • 2. Legal Disclaimer

30. THE FROST & SULLIVAN STORY

The Frost & Sullivan Story

  • 1. The Frost & Sullivan Story
  • 2. Value Proposition-Future of Your Company & Career
  • 3. North America and Europe Perspective
  • 4. Industry Convergence
  • 5. 360° Research Perspective
  • 6. Implementation Excellence
  • 7. Our Blue Ocean Strategy
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