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End User Priorities for Customer Engagement, Global, 2017

End User Priorities for Customer Engagement, Global, 2017

The overall research objective is to measure the current use and future decision making behavior toward contact center solutions in the following industries: Education, IT/Communications, Financial Services, Government, Healthcare, Manufacturing, Outsourcing, Retail & Consumer, and Travel & Hospitality.

Technologies covered:
• Interactive Voice Response (IVR), Natural Language Speech Recognition
• Chat, Chat Bot (Interactive Text Response), Messaging Bot (Facebook, WeChat, etc.)
• Internet of Things (IoT)
• Live Agent Voice
• Mobile Customer Care
• Proactive Outbound
• Social Media
• Video, Video Kiosks
• Virtual Assistant Text Chat, Virtual Assistant Voice
• Web
• Cloud/Hosted Contact Center Trends

Frost & Sullivan aims to:
• Understand the IT-related challenges organizations face today
• Monitor the status of digital transformation including newer solutions such as Artificial Intelligence (AI) and XaaS.
• Assess the current and future use of contact center technologies
• Evaluate factors that drive investments in contact center technologies
• Gauge IT and communications trends
• Provide KPI data

The overall research objective is to measure the current use and future decision making behavior toward contact center solutions in the following industries: Education, IT/Communications, Financial Services, Government, Healthcare, Manufacturing, Outsourcing, Retail & Consumer, and Travel & Hospitality. Technologies covered: -Interactive Voice Response (IVR), Natural Language Speech Recognition -Chat, Chat Bot (Interactive Text Response), Messaging Bot (Facebook, WeChat, etc.) -Internet of Things (IoT) -Live Agent Voice -Mobile Customer Care -Proactive Outbound -Social Media -Video, Video Kiosks -Virtual Assistant Text Chat, Virtual Assistant Voice -Web -Cloud/Hosted Contact Center Trends Frost & Sullivan aims to: -Understand the IT-related challenges organizations face today -Monitor the status of digital transformation including newer solutions such as Artificial Intelligence (AI) and XaaS. -Assess the current and future use of contact center technologies -Evaluate factors that drive investments in contact center technologies -Gauge IT and communications trends -Provide KPI data


  • Research Objectives and Methods
    • Research Objectives
    • Survey Methodology
    • End User Priorities for Customer Engagement, Global, 2017
    • Vertical Markets
  • Summary of Key Findings
  • Current and Future Plans for Investment
    • Interaction Channels—Current and Future Plans
    • Channel Integration Plans
    • Challenges of Delivering an Omnichannel Strategy
    • Natural Language Speech-Enabled IVR Interactions
    • Social Media Strategy Goals
    • Integration of Outbound Notifications
    • Mobile Device Capabilities for Customer Care
    • Contact Centers and Applications Usage
    • Allocation of Agents to Interactive Channels
    • Factors Impacting the Use of Customer Analytics
    • Factors Preventing Contact Centers from Meeting Goals
  • Contact Center Metrics
    • Voice Calls
    • Average Talk Time Trends
    • Average Talk Time Trends by Region
    • Average Talk Time Trends by Industry
    • Other Metrics in Contact Centers
      • Table End User Priorities for Customer Engagement: Contact Center Metrics, Global, 2017
  • Hosted/Cloud Trends
    • Hosted/Cloud Contact Center Usage
    • Importance of Decision to Move to a Hosted/Cloud Solution
    • Seats Deployed on a Hosted/Cloud Solution
    • Number of Hosted/Cloud Providers Used
    • Types of Hosted/Cloud Providers Used
  • Outsourcer Trends
    • Outsourcer Usage
    • Customer Care Functions Moved to Outsourcers
    • Expectations for Outsourcers to Deliver an Omnichannel Experience by Region
    • Expectations for Outsourcers to Deliver an Omnichannel Experience by Industry
    • Portion of Seats Moved to Outsourcers over the Next Two Years by Region
    • Portion of Seats Moved to Outsourcers over the Next Two Years by Industry
    • Locations of Outsourcers
    • Number of Outsourcers
    • Top Factors Influencing Outsourcer Selection
    • Factors Preventing the Use of Outsourcers
  • Digital Transformation
    • Digital Transformation Plans
    • Catering to the Millennials
    • Importance of Digital Transformation Investments
    • Importance of Digital Transformation Investments by Region
    • Stage of Digital Transformation Technology Implementation by Region
    • Stage of Digital Transformation Technology Implementation by Industry
    • Jobs Replaced by Automation
  • Digital Transformation—Strategic Imperatives
    • Strategic Imperatives for Success and Growth
  • The Last Word
    • The Last Word—Three Big Predictions

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