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市場調查報告書

歐洲·北美醫療產業的客戶參與

Customer Engagement in Healthcare in Europe and North America

出版商 Frost & Sullivan 商品編碼 316331
出版日期 內容資訊 英文 115 Pages
商品交期: 最快1-2個工作天內
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歐洲·北美醫療產業的客戶參與 Customer Engagement in Healthcare in Europe and North America
出版日期: 2014年10月10日 內容資訊: 英文 115 Pages
簡介

北美的醫療產業由於社群網路而促使客戶服務普及,但歐洲則以行動通訊為客戶服務的主體。客戶聯繫相關組織的一體化在現在僅停滯於38%,預測到2016年將上升到52%。許多大型醫療企業為了今後彈性的客戶服務及銷售、行銷,皆回答應該會引進發信型互動機能。將客戶聯繫功能轉移到託管/雲端式這個趨勢在北美尤其顯著。與此同時,客戶聯繫的各種機能中,一般認為今後將會朝客戶服務委外化方向發展。

本報告提供您歐洲·北美醫療產業方面各種客戶聯繫策略及實行技術·服務──各種互動技術·服務,外包化服務等──目前使用概況 與今後的預測分析。

第1章 分析的範圍·目的·背景·手法

第2章 摘要整理

第3章 跟客戶的互動·流通管道

  • 醫療產業的現在·未來與客戶的互動·流通管道

第4章 將所有與客戶接觸流通管道一體化

  • 將所有與客戶接觸流通管道一體化:現狀與今後的預測

第5章 自動化的普及情形

  • 醫療產業的全自動化普及情形:現狀與今後的預測

第6章 在IVR(自動語音應答)互動的語音辨識功能之普及情形

  • 醫療產業的IVR互動語音辨識功能的普及情形:現狀與今後的預測

第7章 發信型客戶互動之未來性

  • 醫療產業上發信型客戶互動的普及預測
  • 發信型客戶互動的普及預測:積極的顧客服務相關
  • 發信型客戶互動的普及預測:銷售·行銷相關
  • 發信型客戶互動的普及預測:收款相關

第8章 社群媒體的客戶聯繫策略

  • 醫療產業的社群媒體之客戶服務:現在·未來的支援能力

第9章 行動通訊的客戶聯繫策略

  • 醫療產業行動通訊的客戶服務:現在·未來的支援能力

第10章 多通路式客服中心的目標達成時的潛在課題

  • 醫療產業的多通路式客服中心成立潛在的阻礙因素
  • 產業預測的變化:最大的阻礙因素

第11章 系統應用的普及情形

  • 醫療產業的系統應用普及情形:現狀與今後的預測

第12章 APO(代理業務最適化)供應商的業務外包數量

  • 在醫療產業的APO供應商業務外包數量:現況與未來預測

第13章 APO應用的一體化

  • 醫療產業的PO應用一體化:推動現狀與今後的意圖

第14章 APO應用的主要利用案例

  • 醫療產業的APO應用使用概況
  • 醫療產業的各部門APO工具的活用

第15章 活用客戶分析功能的障礙

第16章 託管/雲端解決方案的目前使用概況

  • 現在醫療產業完全尚未活用雲端
  • 醫療產業的託管/雲端解決方案的目前使用概況

第17章 轉移到託管/雲端解決方案的主要原因

第18章 託管/雲端·客服中心·應用

  • 由於醫療產業託管/雲端作為解決方案目前所利用的客服中心·應用
  • 客服中心·應用的託管/雲端解決方案的轉變預定

第19章 託管/雲端·客服中心的供應商

  • 醫療產業的雲端供應商:現狀與今後的預測
  • 醫療產業的託管/雲端·客服中心的供應商:現狀與今後的預測

第20章 託管/雲端·客服中心·解決方案的轉變的阻礙因素

第21章 客戶服務功能的外包化

  • 醫療產業的客戶服務功能外包化的普及情形
  • 客戶服務功能外包化:現狀與今後的計劃

第22章 客戶聯繫管道的外包化

  • 醫療產業客戶聯繫管道/互動的外包化:現狀與今後的預測

第23章 一貫型·無間斷的客戶經驗之重要性

  • 醫療產業的一貫性型·無間斷的客戶經驗之重要性:現在·未來的水準

第24章 外包化的客服中心規模/業者

第25章 外包所在地

  • 醫療產業的業務外包所在地:現狀與今後的預測

第26章 利用的外包業者數量

  • 醫療產業利用的外包業者數量:現狀與今後的預測

第27章 選擇外包業者重視的因素

  • 醫療產業在選擇外包業者的時候重視的因素:現狀與今後的預測

第28章 外包業者利用時的規定

第29章 主要結論

第30章 關於FROST & SULLIVAN

目錄
Product Code: NE53-01-00-00-00

Healthcare Vertical

The objective of this study is to analyze the current and future adoption trends of various customer contact strategies, enabling technologies, and services in the healthcare vertical. North American healthcare companies are more likely to have social customer care, but are behind their European counterparts in terms of mobile customer care. 38% of contact center organizations state that their contact channels are fully integrated; however, by 2016, 52% are expected to be fully integrated. Most healthcare companies expect the volume of outbound interactions to increase for proactive customer care, sales, and marketing. Significantly, more contact centers have adopted hosted/cloud contact center solutions in North America, when compared to Europe. Customer service is the most outsourced contact center function, followed by collections.

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. Implications-What Will The Future Look Like?

3. CUSTOMER INTERACTION CHANNELS

Customer Interaction Channels

  • 1. Current versus Future Customer Interaction Channels in Healthcare
  • 2. Current Customer Interaction Channels in Healthcare
  • 3. Future Customer Interaction Channels in Healthcare

4. INTEGRATION ACROSS ALL CUSTOMER CONTACT CHANNELS

Integration across All Customer Contact Channels

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

5. PREVALENCE OF AUTOMATION

Prevalence of Automation

  • 1. Current and Future Prevalence of Full Automation in Healthcare
  • 2. Current and Future Prevalence of Full Automation in the Healthcare Vertical

6. PREVALENCE OF SPEECH RECOGNITION IN IVR INTERACTIONS

Prevalence of Speech Recognition in IVR Interactions

  • 1. Current and Future Prevalence of Speech Recognition-enabled IVR Interactions in Healthcare

7. THE FUTURE OF OUTBOUND CUSTOMER INTERACTIONS

The Future of Outbound Customer Interactions

  • 1. Expected Changes in Outbound Customer Interactions in Healthcare
  • 2. Expected Changes in Outbound Customer Interactions for Proactive Customer Care in Healthcare
  • 3. Expected Changes in Outbound Customer Interactions for Sales and Marketing in Healthcare
  • 4. Expected Changes in Outbound Customer Interactions for Collections in the Healthcare Vertical

8. SOCIAL MEDIA CUSTOMER CONTACT STRATEGY

Social Media Customer Contact Strategy

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

9. MOBILE CUSTOMER CONTACT STRATEGY

Mobile Customer Contact Strategy

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

10. POTENTIAL RESTRAINTS TO ACHIEVING MULTI-CHANNEL CUSTOMER CONTACT CENTER GOALS

Potential Restraints to Achieving Multi-channel Customer Contact Center Goals

  • 1. Potential Restraints to Achieving Multi-channel Customer Contact in Healthcare
  • 2. Business Process Change is the Key Challenge Facing Healthcare Providers

11. PREVALENCE OF SYSTEMS AND APPLICATIONS

Prevalence of Systems and Applications

  • 1. Current versus Future Prevalence of Systems/ Applications in Healthcare
  • 2. Current Prevalence of Systems/Applications in Healthcare
  • 3. Future Prevalence of Systems/Applications in Healthcare

12. NUMBER OF APO VENDORS SOURCED

Number of APO Vendors Sourced

  • 1. Current and Future Number of APO Vendors Sourced in Healthcare
  • 2. Current and Future Number of APO Vendors Sourced in Healthcare (continued)

13. INTEGRATION OF APO APPLICATIONS

Integration of APO Applications

  • 1. Current and Future Integration of APO Applications in Healthcare
  • 2. Current Integration of APO Applications with Multi-channel in Healthcare
  • 3. Future Integration of APO Applications with Multi-channel in Healthcare

14. PRIMARY USE CASES FOR APO APPLICATIONS

Primary Use Cases for APO Applications

  • 1. Use of APO Applications in Healthcare
  • 2. Leveraging APO Tools in Other Departments within Healthcare

15. RESTRAINTS TO LEVERAGING CUSTOMER INSIGHTS

Restraints to Leveraging Customer Insights

  • 1. Restraints to Leveraging Customer Insights in Healthcare

16. CURRENT USE OF HOSTED/CLOUD SOLUTIONS

Current Use of Hosted/Cloud Solutions

  • 1. Cloud is No Longer a 4-letter Word in Healthcare
  • 2. Current Use of Hosted/Cloud Contact Center Solutions in Healthcare

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 Healthcare

18. HOSTED/CLOUD CONTACT CENTER APPLICATIONS

Hosted/Cloud Contact Center Applications

  • 1. Contact Center Applications Currently Used as Hosted/Cloud Solutions in Healthcare
  • 2. Contact Center Applications Planned to be Moved to Hosted/Cloud Solutions in Healthcare

19. HOSTED/CLOUD CONTACT CENTER VENDORS

Hosted/Cloud Contact Center Vendors

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

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

Restraints in Moving to Hosted/Cloud Contact Center Solutions

  • 1. Restraints in Moving to Hosted/Cloud Contact Center Solutions in Healthcare

21. CUSTOMER CARE FUNCTIONS OUTSOURCED

Customer Care Functions Outsourced

  • 1. Customer Care Outsourcing Adoption in Healthcare
  • 2. Customer Care Functions Currently Outsourced or Plan to be Outsourced in Healthcare
  • 3. Currently Outsourced Customer Care Functions in Healthcare
  • 4. Customer Care Functions Planned to be Outsourced in Healthcare

22. OUTSOURCING CUSTOMER CONTACT CHANNELS

Outsourcing Customer Contact Channels

  • 1. Contact Channels/Interactions Currently Handled and Planned to be Handled by Outsourcers in Healthcare
  • 2. Contact Channels/Interactions Currently Handled by Outsourcers in Healthcare
  • 3. Contact Channels/Interactions Planned to be Handled by Outsourcers in Healthcare

23. PRIORITY OF CONSISTENT AND SEAMLESS CUSTOMER EXPERIENCES

Priority of Consistent and Seamless Customer Experiences

  • 1. Current and Future Priority to Deliver Consistent and Seamless Customer Experiences in Healthcare
  • 2. Current Level of Priority to Deliver Consistent and Seamless Customer Experiences in Healthcare
  • 3. Expected Level of Priority to Deliver Consistent and Seamless Customer Experiences in Healthcare

24. OUTSOURCED CONTACT CENTER SEATS/AGENTS

Outsourced Contact Center Seats/Agents

  • 1. Current and Future Proportions of Outsourced Contact Center Seats/Agents in Healthcare
  • 2. Current and Future Proportions of Outsourced Contact Center Seats/Agents in Healthcare (continued)

25. OUTSOURCING LOCATIONS

Outsourcing Locations

  • 1. Locations of Current and Expected Outsourcing in Healthcare
  • 2. Locations of Currently Outsourced Contact Centers in Healthcare
  • 3. Locations of Contact Centers Planned to be Outsourced in Healthcare

26. NUMBER OF OUTSOURCERS USED

Number of Outsourcers Used

  • 1. Average Number of Outsourcers Currently Used and Planned to be Used in Healthcare

27. IMPORTANT FACTORS IN OUTSOURCER SELECTION

Important Factors in Outsourcer Selection

  • 1. Current and Future Outsourcer Selection Considerations in Healthcare
  • 2. Important Factors in the Decision to Use Outsourcers in Healthcare (Current)
  • 3. Important Factors in the Decision to Use Outsourcers in Healthcare (Future)

28. RESTRAINTS TO USING OUTSOURCERS

Restraints to Using Outsourcers

  • 1. Restraints to Using a 3rd-party Provider in Healthcare

29. KEY TAKEAWAYS

Key Takeaways

  • 1. Key Takeaways
  • 2. Key Takeaways (continued)
  • 3. 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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