[October 16, 2014]

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

Research and Markets (http://www.researchandmarkets.com/research/tn2xnv/customer) has announced the addition of the "Customer Engagement in Healthcare in Europe and North America " report to their offering.

The objective of this study is to analyze the current and future adoption trends of various customer contact strategies, enabling technologies, and services in the healthcare vertical. North American healthcare companies are more likely to have social customer care, but are behind their European counterparts in terms of mobile customer care. 38% of contact center organizations state that their contact channels are fully integrated; however, by 2016, 52% are expected to be fully integrated.

Most healthcare companies expect the volume of outbound interactions to increase for proactive customer care, sales, and marketing. Significantly, more contact centers have adopted hosted/cloud contact center solutions in North America, when comparedto Europe. Customer service is the most outsourced contact center function, followed by collections.

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 IVR Interactions

7. The Future of Outbound Customer Interactions

8. Social Media Customer Contact Strategy

9. Mobile Customer Contact Strategy

10. Potential Restraints to Achieving Multi-channel Customer Contact Center Goals

11. Prevalence of Systems and Applications

12. Number of APO Vendors Sourced

13. Integration of APO Applications

14. Primary Use Cases for APO 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 in 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 http://www.researchandmarkets.com/research/tn2xnv/customer

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