Table of Contents
The Current and Future Communications Vertical
The overall objective of this research service was to look at the current and future adoption of various customer contact strategies, enabling technologies, and services, specifically in the communications vertical. As a proportion of total customer interactions in the communications vertical, the projected growth is clear for Web self-service portal, social media, and mobile apps. Email and LiveAgent voice show a decrease in the proportion of customer interactions in the next 2 years. About 40% of contact center organizations in Europe and North America state their contact channels are fully integrated, while the largest proportion is mostly integrated. By 2016, 57% expect to be fully integrated, primarily due to 11% of mostly integrated contact centers transitioning to full integration. Compared to Europe, significantly more contact centers have fully integrated with other contact channels in North America.
Research Background and Objectives
This research study is part of a series of survey-based studies that look at the current and future adoption of various customer contact strategies, enabling technologies, and services. The survey data and insights allow contact center organizations to understand better the industry and technology trends and apply the findings in their businesses.
The following studies are part of this series:
-Customer Engagement in Financial Services in Europe and North America
-Customer Engagement in Retail and Consumer in Europe and North America
-Customer Engagement in Manufacturing in Europe and North America
-Customer Engagement in Communications in Europe and North America
-Customer Engagement in Government and Education in Europe and North America
-Customer Engagement in Healthcare in Europe and North America
Using a Web-based survey methodology during February 2014, Frost & Sullivan surveyed contact center/customer care decision makers who were working in businesses located in Europe and North America and who were involved in evaluating, specifying, recommending, or approving the purchase of contact center products or services. The total sample for the communications vertical and particularly for this report is .
Frost & Sullivan’s survey methodology uses online panels to source only qualified respondents. Respondents must meet requirements set by a screening process prior to full survey participation. Online panels consist of individuals who volunteer to participate in Web-based surveys and typically receive compensation directly from their panel membership for participating in qualified survey research. In general, survey respondents do not receive direct compensation from Frost & Sullivan for participating in research projects.
Reporting notes: Due to rounding, percentages in charts and tables may not sum to .
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