歐洲、北美的金融服務行業的客戶參與

本報告提供歐洲、北美的金融服務行業的客戶參與調查分析、各種客戶聯繫策略、實行技術、服務的現在/未來的引進相關的系統性資訊。

第1章 調查背景、目的、手法

第2章 摘要整理

第3章 客戶互動管道

• 金融服務行業的現在/未來客戶互動管道
• 金融服務行業的現在的互動管道
• 金融服務行業的未來的互動管道

第4章 全部客戶聯繫管道的整合

• 金融服務行業的現在/未來的聯繫管道的整合
• 金融服務行業的現在的客服中心的整合
• 金融服務行業的未來的客服中心的整合

第5章 自動化的普及

• 金融服務行業的現在/未來的完全自動化的普及

第6章 互動語音回覆系統(IVR)互動的語音辨識的普及

• 金融服務行業的現在/未來的支援語音辨識IVR互動的普及

第7章 未來的外撥客戶互動

• 金融服務行業的外撥客戶互動的變化預測
• 金融服務行業的PCC用外撥客戶互動的變化預測
• 金融服務行業的營業用外撥客戶互動的變化預測
• 金融服務行業的蒐集用外撥客戶互動的變化預測

第8章 社群媒體客戶聯繫策略

• 金融服務行業的現在/未來的社群媒體客戶聯繫策略的能力
• 金融服務行業的現在的社群媒體客戶聯繫策略的能力
• 金融服務行業的未來的社群媒體客戶聯繫策略的能力

第9章 行動客戶聯繫策略

• 金融服務行業的現在/未來的行動客戶聯繫策略的能力
• 金融服務行業的現在的行動客戶聯繫策略的能力
• 金融服務行業的未來的行動客戶聯繫策略的能力

第10章 對達成多通路客戶客服中心目標的潛在阻礙因素

• 金融服務行業的潛在阻礙因素

第11章 系統/應用的普及

• 金融服務行業的現在/未來的系統/應用的普及
• 金融服務行業的現在的系統/應用的普及
• 金融服務行業的未來的系統/應用的普及

第12章 代理商業績最佳化(APO)供應商數

• 金融服務行業的現在/未來的APO供應商數

第13章 APO應用的整合

• 金融服務行業的現在/未來的APO應用的整合
• 金融服務行業的現在的APO應用的整合
• 金融服務行業的未來的APO應用的整合

第14章 APO應用的主要使用案例

第15章 有效利用客戶洞察力的阻礙因素

第16章 目前託管/雲端解決方案的使用

第17章 決定轉為託管/雲端解決方案的重要要素

第18章 託管/雲端客服中心應用

第19章 託管/雲端客服中心供應商

第20章 託管/雲端客服中心解決方案的阻礙因素

第21章 客戶服務功能

第22章 外包客戶聯繫管道

第23章 具一貫性無間斷的客戶體驗的優先順序

第24章 客服中心席數/代理商

第25章 外包位置

第26章 外包商數

第27章 外包商選擇的重要要素

第28章 外包商利用的阻礙因素

第29章 主要調查結果

第30章 關於Frost＆Sullivan

The Current and Future Financial Services Vertical

The overall objective of this research service was to look at the current and future adoption of various customer contact strategies, enabling technologies, and services, specifically in the financial services vertical. In terms of financial services, significantly more current customer interactions are taking place through email in Europe than in North America, while more interactions are taking place through chat in North America than in Europe. About 48% of customer interactions are fully automated, which is expected to grow to 60% by 2016. Overall, the use of multiple capabilities with social media customer contact strategies in the financial services vertical is expected to increase by 2016, with the largest percentage point increases expected for full integration with other contact channels and personalized marketing.

Table of Contents

1. RESEARCH BACKGROUND, OBJECTIVES, AND METHODOLOGY

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

2. 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)

3. CUSTOMER INTERACTION CHANNELS

• 1. Current versus Future Customer Interaction Channels in the Financial Services Vertical
• 2. Current Customer Interaction Channels in the Financial Services Vertical
• 3. Future Customer Interaction Channels Channels in the Financial Services Vertical

4. INTEGRATION ACROSS ALL CUSTOMER CONTACT CHANNELS

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

5. PREVALENCE OF AUTOMATION

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

6. PREVALENCE OF SPEECH RECOGNITION IN INTERACTIVE VOICE RESPONSE INTERACTIONS

• 1. Current and Future Prevalence of Speech Recognition-enabled IVR Interactions in the Financial Services Vertical
• 2. Current/Future Prevalence of Speech Recognition-enabled IVR Interactions in the Financial Services Vertical (continued)

7. THE FUTURE OF OUTBOUND CUSTOMER INTERACTIONS

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

8. SOCIAL MEDIA CUSTOMER CONTACT STRATEGY

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

9. MOBILE CUSTOMER CONTACT STRATEGY

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

10. POTENTIAL RESTRAINTS TO ACHIEVING MULTICHANNEL CUSTOMER CONTACT CENTER GOALS

• 1. Potential Restraints in the Financial Services Vertical

11. PREVALENCE OF SYSTEMS AND APPLICATIONS

• 1. Current Versus Future Prevalence of Systems/ Applications in the Financial Services Vertical
• 2. Current Prevalence of Systems/Applications in the Financial Services Vertical
• 3. Future Prevalence of Systems/Applications in the Financial Services Vertical

12. NUMBER OF AGENT PERFORMANCE OPTIMIZATION VENDORS SOURCED

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

13. INTEGRATION OF AGENT PERFORMANCE OPTIMIZATION APPLICATIONS

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

14. PRIMARY USE CASES FOR AGENT PERFORMANCE OPTIMIZATION APPLICATIONS

• 1. Using APO Applications in the Financial Services Vertical
• 2. Leveraging APO Tools in Other Departments in the Financial Services Vertical

15. RESTRAINTS TO LEVERAGING CUSTOMER INSIGHTS

• 1. Restraints to Leveraging Customer Insights in the Financial Services Vertical

16. CURRENT USE OF HOSTED/CLOUD SOLUTIONS

• 1. Current Use of Hosted/Cloud Contact Center Solutions in the Financial Services Vertical

17. 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 Financial Services Vertical

18. HOSTED/CLOUD CONTACT CENTER APPLICATIONS

• 1. Contact Center Applications Currently Used as Hosted/Cloud Solutions in the Financial Services Vertical
• 2. Contact Center Applications Planned to be Used as Hosted/Cloud Solutions in the Financial Services Vertical

19. HOSTED/CLOUD CONTACT CENTER VENDORS

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

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

• 1. Restraints to Moving to Hosted/Cloud Contact Center Solutions in the Financial Services Vertical

21. CUSTOMER CARE FUNCTIONS OUTSOURCED

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

22. OUTSOURCING CUSTOMER CONTACT CHANNELS

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

23. PRIORITY OF CONSISTENT AND SEAMLESS CUSTOMER EXPERIENCES

• 1. Current/Future Priority to Deliver Consistent, Seamless Customer Experiences in the Financial Services Vertical
• 2. Current Level of Priority to Deliver Consistent, Seamless Customer Experience in the Financial Services Vertical
• 3. Expected Level of Priority to Deliver Consistent, Seamless Customer Experience in the Financial Services Vertical

24. OUTSOURCED CONTACT CENTER SEATS/AGENTS

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

25. OUTSOURCING LOCATIONS

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

26. NUMBER OF OUTSOURCERS USED

• 1. Average Number of Outsourcers Currently Used and Planned to be Used in the Financial Services Vertical

27. IMPORTANT FACTORS IN OUTSOURCER SELECTION

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

28. RESTRAINTS TO USING OUTSOURCERS

• 1. Restraints to Using a Third-party Provider in the Financial Services Vertical

29. KEY TAKEAWAYS

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

30. 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