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Market Research Report

Global End-user Priorities for Customer Engagement, 2019

Published by Frost & Sullivan Product code 922828
Published Content info 44 Pages
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Global End-user Priorities for Customer Engagement, 2019
Published: January 10, 2020 Content info: 44 Pages
Description

Improving CX is the Top Corporate Goal from 2020 to 2022 Across Industries

The overall research objective is to measure the current use and future decision making behavior toward customer contact solutions primarily in the United States with a small sample from other regions. The technologies we covered include: customer journey analytics, elearning, quality monitoring, social media analytics, speech analytics, unified agent desktop, workforce/performance management, web interaction analytics, and web collaboration tools. Interaction channels we explored include: chat/chatbot, email,ivr (interactive voice response), live agent, messaging bot (Facebook, WeChat, etc.), IoT (internet of things), mobile customer care, proactive outbound,video/video kiosk,virtual assistant (text, voice), web, and social media.

Frost & Sullivan aims to:

  • Understand the IT-related challenges organizations face today
  • Monitor the status of digital transformation
  • Assess the current and future use of CX technologies
  • Evaluate factors that drive investments in CX technologies
  • Gauge CX trends
  • Appraise available IT budgets

One key finding was that by 2022, over 95% of contact centers will have chatbots deployed. Other big investments will include messaging bots and virtual assistants. AI will allow for automation of more complex tasks, but will not substantially replace humans. On the contrary, live agents will build relationships with customers.

This study provides insights on key investments needed for end user businesses to meet their number one corporate goal: to improve customer experience.

Table of Contents
Product Code: K48A-76

Table of Contents

Research Objectives and Methods

  • Customer Research Objectives
  • Survey Research
  • End-user Priorities for Customer Engagement-Percent of Respondents by Region, Global, 2019
  • End-user Priorities for Customer Engagement-Percent of Respondents by Contact Center Size, Global, 2019
  • End-user Priorities for Customer Engagement-Percent of Respondents by Industry, Global, 2019

Strategic Imperatives

  • End-user Priorities for Customer Engagement-Strategic Imperatives for Success and Growth, Global, 2019 to 2022
  • End-user Priorities for Customer Engagement-Factors Preventing Contact Centers from Meeting or Exceeding their Goals, Global, 2019
  • End-user Priorities for Customer Engagement-Level of Importance of Emerging Technologies, Global, 2019 to 2022
  • End-user Priorities for Customer Engagement-Trends in Average Talk Time in Contact Centers, Global, 2018 to 2019
  • End-user Priorities for Customer Engagement-Trends in Number of Voice Calls Handled in Contact Centers, Global, 2018 to 2019

Interaction Channel Priorities

  • End-user Priorities for Customer Engagement-Channels Supported, Global, 2019 to 2021
  • End-user Priorities for Customer Engagement-Level of Interaction Channel Integration, Global, 2019
  • End-user Priorities for Customer Engagement-Reasons Behind Lack of Interaction Channel Integration, Global, 2019
  • End-user Priorities for Customer Engagement-Top Social Media Strategy Goals, Global, 2019
  • End-user Priorities for Customer Engagement-Mobile Device Customer Contact Capabilities, Global, 2019

Contact Center Solution Priorities

  • End-user Priorities for Customer Engagement-Contact Center Systems/Applications Usage, Global, 2019 to 2021
  • End-user Priorities for Customer Engagement-Reasons for Preventing Analytics Deployment, Global, 2019 to 2021
  • End-user Priorities for Customer Engagement-Hosted/Cloud Contact Center Solution Usage, Global, 2019 to 2021
  • End-user Priorities for Customer Engagement-Percent of Contact Center Seats Deployed in Hosted/Cloud Solutions, Global, 2019
  • End-user Priorities for Customer Engagement-Reasons for Moving to Hosted/Cloud Solutions, Global, 2019

Outsourcing Priorities

  • End-user Priorities for Customer Engagement-Percent of Respondents that are Outsourcers, Global, 2019
  • End-user Priorities for Customer Engagement-Percent of Respondents that Outsource or Plan to Outsource Over the Next Two Years, Global, 2019 to 2021
  • End-user Priorities for Customer Engagement-Concerns about Outsourcing Functions, Global, 2019

The Last Word

  • The Last Word-Three Big Predictions
  • Legal Disclaimer

The Frost & Sullivan Story

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