表紙
市場調查報告書
商品編碼
922828

全球客戶互動終端使用者優先度:2019年

Global End-user Priorities for Customer Engagement, 2019

出版日期: | 出版商: Frost & Sullivan | 英文 44 Pages | 商品交期: 最快1-2個工作天內

價格
  • 全貌
  • 簡介
  • 目錄
簡介

到2022年為止,預計將有95%以上的呼叫中心推出聊天機器人。其他大規模的投資,包含了談天機器人及虛擬助理。AI可以使更加複雜的任務自動化,但依然不能實質代替人類。更重要的,是以活生生的人類與客戶建立關係。

本報告提供有關達成終端使用者提升客戶經驗此一企業目標的必備主要投資的研究。

調查目的、方法

戰略要務

  • 為了成功與成長的戰略要務:全球
  • 妨礙呼叫中心達成或跨越目標的因素:全球
  • 新興技術的重要程度:全球
  • 呼叫中心平均通話時間的趨勢:全球
  • 呼叫中心語音通話裝置數的趨勢:全球

互動管道的優先程度

  • 支援管道
  • 互動管道的整合層級
  • 互動管道缺乏整合的原因
  • 主要社群媒體的策略目標
  • 行動裝置的客戶聯絡功能

呼叫中心解決方案的優先程度

  • 呼叫中心系統/應用程式的使用
  • 妨礙展開分析的原因
  • Hosted/cloud contact center解決方案的使用
  • 以Hosted/雲端解決方案推展的呼叫中心座位數比率
  • 轉往Hosted/雲端的原因

外包的先後順序

  • 外包業者回答比率
  • 未來2年內將進行或計畫外包的回答者比率
  • 對外包功能的擔憂

結論

關於Frost & Sullivan

目錄
Product Code: K48A-76

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

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

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