表紙
市場調查報告書
商品編碼
1057816

金融服務行業通信、協作和聯絡中心解決方案的增長機會

Growth Opportunities for Communications, Collaboration and Contact Center Solutions in the Financial Services Industry

出版日期: | 出版商: Frost & Sullivan | 英文 71 Pages | 商品交期: 最快1-2個工作天內

價格
  • 全貌
  • 簡介
  • 目錄
簡介

金融服務業作為世界經濟的重要支柱,正在發生快速而劇烈的變化。金融機構需要採用新的商業模式來連接比以往更廣泛分佈的員工,並滿足快速變化的客戶需求和對話偏好。這使得聯絡中心統一通信協作技術更加重要。

本報告基於對 IT 相關決策者、主要投資因素和未來的調查,調查了全球金融服務行業的通信、協作和聯絡中心解決方案市場,以及各種工具的引入情況。總結了投資計劃、對工具優勢的認識、公司面臨的主要挑戰、混合工作的當前和未來狀態、未來的辦公室和房地產計劃等等。

目錄

市場概況

  • 金融服務的重要性
  • 金融服務業概覽
  • 特色金融服務行業
  • 金融服務行業的一線工作者

金融服務業的數字化轉型

  • IT/通信決策者的觀點
  • 數字化轉型戰略的現階段
  • 購買創新技術的障礙
  • 投資數字化轉型的首要任務
  • 衡量數字化轉型的成功與否
  • 推動採用數字解決方案的部門
  • 轉型技術的投資因素

金融服務行業採用統一通信協作聯絡中心

  • IT/通信決策者的觀點
  • 當今使用的溝通和協作工具
  • 溝通協作工具實施策略
  • 貴組織中的聯絡中心座席人數
  • 使用的交互渠道類型
  • 實現聯絡中心目標的障礙
  • 用於提高聯絡中心績效和員工參與度的技術
  • IT/通信決策者的觀點
  • 為一線員工使用/計劃使用的技術
  • 一線工作人員最常用的工具
  • 對一線工作人員使用的技術感到滿意
  • 阻礙一線員工賦權的因素

在家工作和在金融服務行業遠程工作

  • IT/通信決策者的觀點
  • COVID-19 對組織的影響
  • 在家辦公
  • 自開始居家辦公後轉為居家辦公的客服人員百分比
  • 大流行後改為遠程代理
  • COVID-19:對遠程工作者技術的影響
  • 支持遠程工作的 IT 挑戰

金融服務行業的工作場所/商業空間

  • IT/通信決策者的觀點
  • COVID-19 對實體辦公空間和房地產的影響
  • 明年工作場所的演變
  • 未來對開放式辦公室的投資

金融服務業的未來投資計劃

  • IT/通信決策者的觀點
  • 優先考慮未來的投資
  • 未來兩年的客戶體驗優先事項
  • 溝通與協作投資的主要驅動力

產業趨勢

  • 銀行業和保險業的顛覆
  • 為行業和一線員工提供價值的最佳做法

一般

  • 一般說明
  • 技術提供商的增長機會

附錄

IT/通信決策者調查:受訪者/組織概況

目錄
Product Code: K6F2-64

Marketing, Sales, Product Management and Customer Care Must be Digitized to Boost Customer Value

An important pillar of the global economy, the financial services industry is experiencing rapid and substantial transformation. Contact center, unified communications and collaboration technologies have risen in prominence as financial services institutions have needed to connect a workforce that is more widely distributed than ever before and adopt new business models to address rapidly evolving customer needs and interaction preferences.

This study leverages the input of IT decision makers from a global survey conducted by Frost and Sullivan in November through December 2021, which was analyzed in 2021. IT decision maker participants spanned across global regions, and business sizes. The survey focused on the current state of adoption among various unified communications, collaboration and contact center tools, key investment drivers and future investment plans, perceived benefits of those tools, top challenges that financial services organizations face, the current and future state of hybrid work, as well as future office and real estate plans.

The financial services sector encompasses a rage of business types, from commercial and consumer lending, investment, insurance collections and more. As such, the industry is comprised of a diverse mix of worker roles across back office and frontline staff, including industry-specific and general business roles.

Growth opportunities abound for providers that can address this diversity with impactful solutions that can meet the requirements of today while bridging the chasm to meet the future goals and objectives of financial services organizations. This study leverages empirical data to show leaders of financial services organizations how their business stack up with their peers as well as shows providers how their financial services customers can get ahead of the curve and remain the forefront for sustained growth.

Table of Contents

Market Overview

  • Why Financial Services? Why Now?
  • Financial Services Industry Overview
  • Financial Services Industry Overview (continued)
  • Financial Services Industry in the Spotlight
  • Frontline Workers in the Financial Services Industry
  • Frontline Workers in the Financial Services Industry (continued)

Digital Transformation in the Financial Services Industry

  • IT/Telecom Decision Maker Perspectives
  • Current Stage of Digital Transformation Strategy
  • Hurdles to Purchasing Transformative Technologies
  • Top Priorities for Digital Transformation Investment
  • Digital Transformation Success Measurement
  • Departments Driving the Adoption of Digital Solutions
  • Transformative Technologies Investment Factors

Unified Communications, Collaboration and Contact Center Adoption in the Financial Services Industry

  • IT/Telecom Decision Maker Perspectives
  • Communication & Collaboration Tools Used Today
  • Communication & Collaboration Tools Deployment Strategies
  • Number of Contact Center Agents in the Organization
  • Type of Interaction Channels Employed
  • Factors Preventing Contact Centers from Meeting Goals and Objectives
  • Technologies Used to Improve Contact Center Performance and Workforce Engagement
  • IT/Telecom Decision Maker Perspectives
  • Technologies Used / Planned for Frontline Workers
  • Tools Used Most Often by Frontline Workers
  • Satisfaction with Technologies Used by Frontline Workers
  • Factors Preventing Frontline Workers Empowerment

Work from Home and Remote Work in the Financial Services Industry

  • IT/Telecom Decision Maker Perspectives
  • Impact of COVID-19 on the Organization
  • Workforce Working from Home
  • Percent of Agents Moved to Work-from-home Since the Start of Stay-at-home Provisions
  • Changes to Remote Agents Post-pandemic
  • Covid-19 Impact on Technologies for Remote Workers
  • IT Challenges in Supporting Remote Work

Workplaces and Workspaces in the Financial Services Industry

  • IT/Telecom Decision Maker Perspectives
  • Covid-19 Impact on Physical Office Space AND Real Estate
  • Workplace Evolution over Next Year
  • Future Investment in Open Offices

Future Investment Plans in the Financial Services Vertical

  • IT/Telecom Decision Maker Perspectives
  • Future Investment Prioritization
  • CX Priorities over the Next Two Years
  • Key Drivers for Investing in Communication & Collaboration

Vertical Industry Trends

  • Disruption in the Banking and Insurance Industries
  • Best Practices in Delivering Value to Verticals and Frontline Workers

Conclusion

  • Conclusion
  • Growth Opportunities for Technology Providers

Appendix

  • Research Objectives
  • Research Methodology
  • Sample Distribution-Country

IT/Telecom Decision-maker Survey-Respondent and Organization Profile

  • Respondent Profile-Decision-Making Authority
  • Respondent Profile-Familiarity with IT Budget
  • Respondent Profile-IT/Telecom-Related Purchase Involvement
  • Organization Profile-Size of Organization
  • Organization Revenue
  • List of Exhibits
  • List of Exhibits (continued)
  • List of Exhibits (continued)
  • Legal Disclaimer