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Customer Experience (CX) - Focused Contact Center Routing in North America, 2017

出版商 Frost & Sullivan 商品編碼 553379
出版日期 內容資訊 英文 51 Pages
商品交期: 最快1-2個工作天內
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北美的客服中心、路由市場 Customer Experience (CX) - Focused Contact Center Routing in North America, 2017
出版日期: 2017年08月24日 內容資訊: 英文 51 Pages

使用者對客服中心的期待度年年高漲,即使代理商途中交替也不會等待,更希望繼續取得適確的資訊。使用者間還分享哪些公司電話應對良好,說服力越來越增強。因此,企業方面也以改善客戶體驗 (CX)為最優先課題,利用人工智能 (AI) 等,並導入路由解決方案,構築可彈性、迅速應對的體制。

本報告提供北美各國的客服中心、路由市場最新趨勢與未來展望 - 尤其是客服中心的客戶體驗 (CX:客戶經驗)的提高為最優先的動向的對策 - 相關分析,市場的主要特徵和促進、阻礙因素,今後的產業發展相連的主要市場機會,各企業應該選擇行動,主要企業簡介對策等的相關調查。



  • 客服中心、路由的主要趨勢
  • 市場的推動要素
  • 市場的阻礙要素
  • 影響客服中心、路由的購買意願決策的主要原因


  • 成長機會 (1):代理商、工序自動化
  • 成長機會 (2):加拿大市場
  • 成長機會 (3):聊天機器人/虛擬助手 (VAS)
  • 成長機會 (4):非正式代理商 (IA) 的支援
  • 成長機會 (5):IoT (物聯網)
  • 成長機會 (6):影片
  • 成長機會 (7):WebRTC
  • 對路由解決方案、供應商來說的策略性課題


  • 8x8
  • Avaya
  • Cisco
  • Five9
  • inContact (NICE)
  • Nuance
  • ShoreTel
  • Vonage Business
  • Windstream


  • 分析結果:5個預測




Product Code: 9AC4/19

Evolving Customer Requirements, New Technologies, Changing Markets Drive Change

Customers have higher excellent CX expectations. They seek personalized short or no wait interactions with highly trained agents who are suited to serve their unique needs.

Customers expect companies to understand the full context of their communications histories. They do not want to repeat information when switching channels, resuming conversations, and engaging with other agents or staff. Customers have increased marketplace power from real-time knowledge of products and sellers, and their reputations. They also benefit from slow economic, income, and population growth that makes every profitable buyer valuable. Customers' social comments impact other customers' loyalty and purchases.

As a result, companies seek to productively route the best customers to the best agents, or attribute-based routing. The applications use analytics, agent and customer personas, and segmentation by customer value and data dips on CRM systems. Companies also are now looking at customer interactions as customer journeys and seek to understand and to profit from them from those perspectives.

New, intuitive, full-featured, and Omnichannel routing solutions, increasingly driven by artificial intelligence (AI), facilitate higher agent effectiveness and productivity. By being the voice, and via video, the face of companies, agents are becoming the linchpins of customer marketing, loyalty, and sales strategies.

Customer engagement is slowly expanding from formal contact centers. Companies seek to engage IAs, such as SMEs to handle complex and high value service and sales. They have been utilizing WAHAs (who also may be SMEs) to tap excellent and flexible workforces. Companies will route contacts to available IAs and WAHAs when experiencing sharp contact spikes, and BC/DR.

Rising CX expectations and customer complaints, higher nearshore and offshore costs, branding and political pressure, are leading companies to onshore customer contacts. But short leases and hosted applications enable companies to shift contacts to foreign locations should the business climate and cost factors change.

New and refined technologies, standards, products, and growing use cases are prompting companies to investigate, test, and where warranted, implement WebRTC, video, and AR/VR applications. IoT devices may create a new IoT channel, with sensors sending trouble alerts to agents' desktops when the machines cannot resolve issues.

Key Findings:

  • The market for contact center routing solutions (automatic call distributors [ACD], chat, email, interactive voice response [IVR], SMS/text), will continue to grow. Strong demand for hosted cloud applications will offset declining sales of on-premise applications.
  • The Internet of Things (IoT), video, augmented reality/virtual reality (AR/VR), and web real-time communications (WebRTC), will enhance CX and may improve agent productivity. These increasingly sophisticated applications are being integrated with routing solutions.

Table of Contents


Executive Summary

  • Key Findings
  • CEO's Perspective

Market Overview

  • Top Contact Routing Trends
  • Market Drivers
  • Drivers Explained
  • Drivers Explained (continued)
  • Drivers Explained (continued)
  • Market Restraint
  • Restraints Explained
  • Restraints Explained (continued)
  • Restraints Explained (continued)
  • Key Factors Impacting Routing Buying Decisions

Growth Opportunities and Calls to Action

  • Growth Opportunity 1-Agent Process Automation
  • Growth Opportunity 2-Canadian Market
  • Growth Opportunity 3-Chatbots/Virtual Assistants (Vas)
  • Growth Opportunity 4-Informal Agent (IA) Support
  • Growth Opportunity 5-Internet of Things (IoT)
  • Growth Opportunity 6-Video
  • Growth Opportunity 7-WebRTC
  • Strategic Imperatives for Routing Solution Vendors

Featured Contact Routing Vendor Profiles

  • 8x8
  • Avaya
  • Cisco
  • Five9
  • inContact (NICE)
  • Nuance
  • ShoreTel
  • Vonage Business
  • Windstream

The Last Word

  • The Last Word-5 Predictions


  • Conclusion
  • Legal Disclaimer


  • Additional and Related Sources of Contact Routing Information
  • Abbreviations and Acronyms Used

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