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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.

Methodology
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.

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.

Table Of Contents

Customer Engagement in Retail and Consumer in Europe and North America
1. RESEARCH BACKGROUND, OBJECTIVES, AND METHODOLOGY

Research Background, Objectives, and Methodology
Methodology
Overall Firmagraphic Details
Research Background and Objectives

2. EXECUTIVE SUMMARY

Executive Summary

3. CUSTOMER INTERACTION CHANNELS

Customer Interaction Channels
Current versus Future Customer Interaction Channels in the Retail and Consumer Vertical
Current Customer Interaction Channels in the Retail and Consumer Vertical
Future Customer Interaction Channels in the Retail and Consumer Vertical

4. INTEGRATION ACROSS ALL CUSTOMER CONTACT CHANNELS

Integration across All Customer Contact Channels
Current and Future Integration of Contact Channels in the Retail and Consumer Vertical
Current Integration of Contact Centers in the Retail and Consumer Vertical
Future Integration of Contact Centers in the Retail and Consumer Vertical

5. PREVALENCE OF AUTOMATION

Prevalence of Automation
Current and Future Prevalence of Full Automation in the Retail and Consumer Vertical

6. PREVALENCE OF SPEECH RECOGNITION IN INTERACTIVE VOICE RESPONSE INTERACTIONS

Prevalence of Speech Recognition in Interactive Voice Response Interactions
Current/Future Prevalence of Speech Recognition-enabled IVR Interactions in the Retail and Consumer Vertical

7. THE FUTURE OF OUTBOUND CUSTOMER INTERACTIONS

The Future of Outbound Customer Interactions
Expected Changes of Outbound Customer Interactions in the Retail and Consumer Vertical
Expected Changes of Outbound Customer Interactions for PCC in the Retail and Consumer Vertical
Expected Changes of Outbound Customer Interactions for Sales and Marketing in the Retail/Consumer Vertical
Expected Changes of Outbound Customer Interactions for Collections in the Retail and Consumer Vertical

8. SOCIAL MEDIA CUSTOMER CONTACT STRATEGY

Social Media Customer Contact Strategy
Current and Future Capabilities of Social Media Customer Contact Strategy in the Retail and Consumer Vertical
Current Capabilities of Social Media Customer Contact Strategy in the Retail and Consumer Vertical
Future Capabilities of Social Media Customer Contact Strategy in the Retail and Consumer Vertical

9. MOBILE CUSTOMER CONTACT STRATEGY

Mobile Customer Contact Strategy
Current and Future Capabilities of Mobile Customer Contact Strategy in the Retail and Consumer Vertical
Current Capabilities of Mobile Customer Contact Strategy in the Retail and Consumer Vertical
Future Capabilities of Mobile Customer Contact Strategy in the Retail and Consumer Vertical

10. POTENTIAL RESTRAINTS TO ACHIEVING MULTICHANNEL CUSTOMER CONTACT CENTER GOALS

Potential Restraints to Achieving Multichannel Customer Contact Center Goals
Potential Restraints in the Retail and Consumer Vertical

11. PREVALENCE OF SYSTEMS AND APPLICATIONS

Prevalence of Systems and Applications
Current versus Future Prevalence of Systems/ Applications in the Retail and Consumer Vertical
Current Prevalence of Systems/Applications in the Retail and Consumer Vertical
Future Prevalence of Systems/Applications in the Retail and Consumer Vertical

12. NUMBER OF AGENT PERFORMANCE OPTIMIZATION VENDORS SOURCED

Number of Agent Performance Optimization Vendors Sourced
Current and Future Number of APO Vendors Sourced in the Retail and Consumer Vertical

13. INTEGRATION OF AGENT PERFORMANCE OPTIMIZATION APPLICATIONS

Integration of Agent Performance Optimization Applications
Current and Future Integration of APO Applications in the Retail and Consumer Vertical
Current Integration of APO Applications with Multichannel Applications in the Retail and Consumer Vertical
Future Integration of APO Applications with Multichannel Applications in the Retail and Consumer Vertical

14. PRIMARY USE CASES FOR AGENT PERFORMANCE OPTIMIZATION APPLICATIONS

Primary Use Cases for Agent Performance Optimization Applications
Using APO Applications in the Retail and Consumer Vertical
Leveraging APO Tools in Other Departments in the Retail and Consumer Vertical

15. RESTRAINTS TO LEVERAGING CUSTOMER INSIGHTS

Restraints to Leveraging Customer Insights
Restraints to Leveraging Customer Insights in the Retail and Consumer Vertical

16. CURRENT USE OF HOSTED/CLOUD SOLUTIONS

Current Use of Hosted/Cloud Solutions
Current Use of Hosted/Cloud Contact Center Solutions in the Retail and Consumer Vertical

17. IMPORTANT FACTORS IN THE DECISION TO MOVE TO HOSTED/CLOUD SOLUTIONS

Important Factors in the Decision to Move to Hosted/Cloud Solutions
Important Factors in the Decision to Move to Hosted/Cloud Solutions in the Retail and Consumer Vertical

18. HOSTED/CLOUD CONTACT CENTER APPLICATIONS

Hosted/Cloud Contact Center Applications
Contact Center Applications Currently Used as Hosted/Cloud Solutions in the Retail and Consumer Vertical
Contact Center Applications Planned to be Moved to Hosted/Cloud Solutions in the Retail and Consumer Vertical

19. HOSTED/CLOUD CONTACT CENTER VENDORS

Hosted/Cloud Contact Center Vendors
Number of Vendors Sourced in the Retail and Consumer Vertical
Current and Future Hosted/Cloud Contact Center Providers in the Retail and Consumer Vertical
Current Hosted/Cloud Contact Center Providers in the Retail and Consumer Vertical
Future Hosted/Cloud Contact Center Providers in the Retail and Consumer Vertical

20. RESTRAINTS TO MOVING TO HOSTED/CLOUD CONTACTCENTER SOLUTIONS

Restraints to Moving to Hosted/Cloud ContactCenter Solutions
Restraints to Moving to Hosted/Cloud Contact Center Solutions in the Retail and Consumer Vertical

21. CUSTOMER CARE FUNCTIONS OUTSOURCED

Customer Care Functions Outsourced
Customer Care Outsourcing Adoption in the Retail and Consumer Vertical
Customer Care Functions Currently Outsourced and Planned to be Outsourced in the Retail and Consumer Vertical
Currently Outsourced Customer Care Functions in the Retail and Consumer Vertical
Customer Care Functions Planned to be Outsourced in the Retail and Consumer Vertical

22. OUTSOURCING CUSTOMER CONTACT CHANNELS

Outsourcing Customer Contact Channels
Contact Channels/Interactions Currently Handled/Planned to be Handled by Outsourcers in the Retail/Consumer Vertical
Contact Channels/Interactions Currently Handled by Outsourcers in the Retail and Consumer Vertical
Contact Channels/Interactions Planned to be Handled by Outsourcers in the Retail and Consumer Vertical

23. PRIORITY OF CONSISTENT AND SEAMLESS CUSTOMER EXPERIENCES

Priority of Consistent and Seamless Customer Experiences
Current/Future Priority to Deliver Consistent and Seamless Customer Experiences in the Retail/Consumer Vertical
Current Level of Priority to Deliver Consistent and Seamless Customer Experience in the Retail/Consumer Vertical
Expected Level of Priority to Deliver onsistent/Seamless Customer Experience in the Retail/Consumer Vertical

24. OUTSOURCED CONTACT CENTER SEATS/AGENTS

Outsourced Contact Center Seats/Agents
Current/Future Proportions of Outsourced Contact Center Seats/Agents in the Retail and Consumer Vertical

25. OUTSOURCING LOCATIONS

Outsourcing Locations
Locations of Current and Expected Outsourcing in the Retail and Consumer Vertical
Locations of Currently Outsourced Contact Centers in the Retail and Consumer Vertical
Locations of Contact Centers Planned to be Outsourced in the Retail and Consumer Vertical

26. NUMBER OF OUTSOURCERS USED

Number of Outsourcers Used
Average Number of Outsourcers Currently Used and Planned to be Used in the Retail and Consumer Vertical

27. IMPORTANT FACTORS IN OUTSOURCER SELECTION

Important Factors in Outsourcer Selection
Current and Future Outsourcer Selection Considerations in the Retail and Consumer Vertical
Important Factors in the Decision to Use Outsourcers Currently in the Retail and Consumer Vertical
Important Factors in the Decision to Use Outsourcers in the Future in the Retail and Consumer Vertical

28. RESTRAINTS TO USING OUTSOURCERS

Restraints to Using Outsourcers
Restraints to Using a Third-party Provider in the Retail and Consumer Vertical

29. KEY TAKEAWAYS

Key Takeaways

30. THE FROST and SULLIVAN STORY

The Frost and Sullivan Story
Value Proposition—Future of Your Company and Career
North America and Europe Perspective
Industry Convergence
360º Research Perspective
Implementation Excellence
Our Blue Ocean Strategy

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