市場調查報告書

加拿大銀行的客服中心的方向性

Canadian Bank Contact Centers Directions, 2019

出版商 IDC 商品編碼 860209
出版日期 內容資訊 英文 15 Pages
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加拿大銀行的客服中心的方向性 Canadian Bank Contact Centers Directions, 2019
出版日期: 2019年06月04日內容資訊: 英文 15 Pages
簡介

本報告提供加拿大的金融機關的客服中心服務提供的調查分析,客服中心軟體的綜合支出相關的系統性資訊。

執行概述

概況

  • 目前客服中心的結構
  • 客服中心的交易數
  • 客服中心的代理商情形與措施
  • 重視客戶中心
  • 全通路狀況
  • 重新思考客服中心
  • 客服中心的系統解決方案
  • 客戶聯繫革新的領導者
  • 現場的客服中心技術解決方案
  • 雲端基礎的客服中心服務
  • 客服中心軟體的供應商
  • 聊天機器人認識互動式AI平台
  • 客戶體驗和資料分析
  • 客服中心技術的促進因素

對技術買主的建議

參考資料

  • 相關調查
  • 調查手法
  • 摘要
目錄
Product Code: CA44506319

This IDC Perspective looks at the trends and intentions of Canadian financial institutions regarding the provision of the contact center services. Information on the overall expenditures for contact center software is provided. Details on contact center software and services are also provided. Canadian financial institutions are increasingly looking at the use of client-centric omni-channel contact center solutions. Where specific financial institutes initiatives are identified, the information provided comes from publicly available sources. According to Robert Smythe, IDC associate, IDC Financial Insights, "Canadian banks are exploring how artificial intelligence (AI), machine learning, cognitive processes, and robotics can improve client experience when interfacing with contact centers. Financial institutions are also looking at the use of cloud-based contact center solutions to facilitate the implementation of advanced contact center solutions."

Executive Snapshot

Situation Overview

  • Current Contact Center Configurations
  • Contact Center Transaction Volumes
  • Contact Center Agent Status and Initiatives
  • Client-Centric Focus
  • Omni-Channel Status
  • Reinventing the Contact Center
  • Contact Center System Solutions
  • Leaders in Client Contact Innovation
  • Onsite Contact Center Technology Solutions
  • Cloud-Based Contact Center Services
  • Contact Center Software Vendors
  • Chatbot Cognitive Conversational AI Platforms
  • Client Experience and Data Analytics
  • Contact Center Technology Drivers
    • Digital Transformation
    • Investments
    • Cloud Services
    • Omni-Channel Communications
    • Social Media
    • Artificial Intelligence
    • Analytics

Advice for the Technology Buyer

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  • Related Research
  • Methodology
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