Frost & Sullivan Research Service   Published: 16 Oct 2017
End User Priorities for Customer Engagement, Global, 2018
  SERVICE HOMEPAGE
FURTHER INFORMATION
  Table Of Contents
  1 | END USER PRIORITIES FOR CUSTOMER ENGAGEMENT, GLOBAL, 2018
   Research Objectives and Methods
      1. Research Objectives
      2. Survey Methodology
      3. End User Priorities for Customer Engagement, Global, 2017
      4. End User Priorities for Customer Engagement, Global, 2017 (continued)
      5. Vertical Markets

  Summary of Key Findings
      1. Summary of Key Findings
      2. Summary of Key Findings (continued)
      3. Summary of Key Findings (continued)

  Current and Future Plans for Investment
      1. Interaction Channels—Current and Future Plans
      2. Channel Integration Plans
      3. Challenges of Delivering an Omnichannel Strategy
      4. Natural Language Speech-Enabled IVR Interactions
      5. Social Media Strategy Goals
      6. Integration of Outbound Notifications
      7. Mobile Device Capabilities for Customer Care
      8. Contact Centers and Applications Usage
      9. Allocation of Agents to Interactive Channels
      10. Factors Impacting the Use of Customer Analytics
      11. Factors Preventing Contact Centers from Meeting Goals

  Contact Center Metrics
      1. Voice Calls
      2. Average Talk Time Trends
      3. Average Talk Time Trends by Region
      4. Average Talk Time Trends by Industry
      5. Other Metrics in Contact Centers

  Hosted/Cloud Trends
      1. Hosted/Cloud Contact Center Usage
      2. Importance of Decision to Move to a Hosted/Cloud Solution
      3. Seats Deployed on a Hosted/Cloud Solution
      4. Number of Hosted/Cloud Providers Used
      5. Types of Hosted/Cloud Providers Used

  Outsourcer Trends
      1. Outsourcer Usage
      2. Customer Care Functions Moved to Outsourcers
      3. Expectations for Outsourcers to Deliver an Omnichannel Experience by Region
      4. Expectations for Outsourcers to Deliver an Omnichannel Experience by Industry
      5. Portion of Seats Moved to Outsourcers over the Next Two Years by Region
      6. Portion of Seats Moved to Outsourcers over the Next Two Years by Industry
      7. Locations of Outsourcers
      8. Number of Outsourcers
      9. Top Factors Influencing Outsourcer Selection
      10. Factors Preventing the Use of Outsourcers

  Digital Transformation
      1. Digital Transformation Plans
      2. Catering to the Millennials
      3. Importance of Digital Transformation Investments
      4. Importance of Digital Transformation Investments by Region
      5. Stage of Digital Transformation Technology Implementation by Region
      6. Stage of Digital Transformation Technology Implementation by Industry
      7. Jobs Replaced by Automation

  Digital Transformation—Strategic Imperatives
      1. Strategic Imperatives for Success and Growth

  The Last Word
      1. The Last Word—Three Big Predictions
      2. Legal Disclaimer

  The Frost & Sullivan Story
      1. The Frost & Sullivan Story
      2. Value Proposition—Future of Your Company & Career
      3. Global Perspective
      4. Industry Convergence
      5. 360º Research Perspective
      6. Implementation Excellence
      7. Our Blue Ocean Strategy

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