Aug. 19, 2014 13:59 UTC

Research and Markets: Customer Engagement in Financial Services in Europe and North America 2014-2016

DUBLIN--(BUSINESS WIRE)-- Research and Markets ( has announced the addition of the "Customer Engagement in Financial Services 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 financial services vertical. In terms of financial services, significantly more current customer interactions are taking place through email in Europe than in North America, while more interactions are taking place through chat in North America than in Europe.

About 48% of customer interactions are fully automated, which is expected to grow to 60% by 2016. Overall, the use of multiple capabilities with social media customer contact strategies in the financial services vertical is expected to increase by 2016, with the largest percentage point increases expected for full integration with other contact channels and personalized marketing.

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
For E.S.T Office Hours Call 1-917-300-0470
For U.S./CAN Toll Free Call 1-800-526-8630
For GMT Office Hours Call +353-1-416-8900
U.S. Fax: 646-607-1907
Fax (outside U.S.): +353-1-481-1716
Sector: Banking and Financial Services, CRM

Source: Research and Markets