Table of Contents
The Current and Future Retail and Consumer Vertical
This study’s objective was to review current and future adoption of customer contact strategies, enabling technologies, and services in the retail and consumer vertical. About 55% of North American and European contact centers are mostly integrated, with full integration expected to reach 55% in 2016. About 46% of customer interactions are fully automated. Email (27%) is preferred over LiveAgent voice (20%), and Web self-service trails at 11%. Mobile apps and social media will increase, while IVR and video will remain virtually unchanged. Personalized marketing is expected to grow by 18% by 2016. The systems/applications that show the most growth are Web collaboration tools and Web interaction analytics.
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, recommending, or approving the purchase of contact center products or services. The
total sample for the government and education vertical, particularly for this report. Frost & Sullivan’s survey methodology uses online panels to source only qualified
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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