[November 27, 2017]

Global End User Priorities for Customer Engagement 2017 – Navigating Digital Transformation in Contact Centers – Research and Markets

The “End User Priorities for Customer Engagement, Global, 2017” report has been added to Research and Markets’ offering.

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 (News – Alert), 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

• 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

Key Topics Covered:

1. Research Objectives and Methods

2. Summary of Key Findings

3. Current and Future Plans for Investment

4. Contact Center Metrics

5. Hosted/Cloud Trends

6. Outsourcer Trends

7. Digital Transformation

8. Digital Transformation-Strategic Imperatives

9. The Last Word

Companies Mentioned

• Facebook
• WeChat

For more information about this report visit https://www.researchandmarkets.com/research/llf8ql/end_user

View source version on businesswire.com: https://www.businesswire.com/news/home/20171127005447/en/

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