Aug. 19, 2014 13:54 UTC

Research and Markets: Customer Engagement in Manufacturing in Europe and North America 2014

DUBLIN--(BUSINESS WIRE)-- Research and Markets ( has announced the addition of the "Customer Engagement in Manufacturing in Europe and North America" report to their offering.

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 manufacturing vertical. Email accounts for the highest share of customer interactions, ahead of LiveAgent voice, especially in Europe.

More customer interactions are taking place through chat in North America than in Europe. In 2 years, more contact centers in North America are expected to have customer interactions through chat and interactive voice response, compared to those in Europe. Overall, 39% of contact center organizations state their contact channels are fully integrated, while the largest proportion is mostly integrated. By 2016, 64% expect to be fully integrated, primarily due to 25% of mostly integrated contact centers transitioning to full integration.

Key Topics Covered:

1 Research Background, Objectives, And Methodology

2 Executive Summary

3 Customer Interaction Channels

4 Integration Across All Customer Contact Channels

5 Prevalence Of Automation

6 Prevalence Of Speech Recognition In Interactive Voice Response Interactions

7 The Future Of Outbound Customer Interactions

8 Social Media Customer Contact Strategy

9 Mobile Customer Contact Strategy

10 Potential Restraints To Achieving Multichannel Customer Contact Center Goals

11 Prevalence Of Systems And Applications

12 Number Of Agent Performance Optimization Vendors Sourced

13 Integration Of Agent Performance Optimization Applications

14 Primary Use Cases For Agent Performance Optimization Applications

15 Restraints To Leveraging Customer Insights

16 Current Use Of Hosted/Cloud Solutions

17 Important Factors In The Decision To Move To Hosted/Cloud Solutions

18 Hosted/Cloud Contact Center Applications

19 Hosted/Cloud Contact Center Vendors

20 Restraints To Moving To Hosted/Cloud Contact Center Solutions

21 Customer Care Functions Outsourced

22 Outsourcing Customer Contact Channels

23 Priority Of Consistent And Seamless Customer Experiences

24 Outsourced Contact Center Seats/Agents

25 Outsourcing Locations

26 Number Of Outsourcers Used

27 Important Factors In Outsourcer Selection

28 Restraints To Using Outsourcers

29 Key Takeaways

For more information visit


Research and Markets
Laura Wood, Senior Manager
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Sector: Manufacturing and Industry, CRM

Source: Research and Markets