新型コロナウイルス感染症 (COVID-19) 感染拡大中の、顧客から見たコンタクトセンターの動向

新型コロナウイルス感染症 (COVID-19) に伴い、多くの企業がセルフサービスへの移行を加速させ、通話やライブチャットを避けながらも顧客体験 (CX) を向上させる技術に投資するようになりました。音声サービスが引き続きリードしていますが、バーチャルエージェントやIVRなどのセルフサービス・チャネルが今後1年間で大きく普及するものと思われます。COVID-19はまた、企業に迅速なリソースの再配分を迫り、コンタクトセンターの運営に注意を要する別の側面を明らかにしました。従業員は新しいタスクについて迅速にトレーニングを受ける必要がありますが、企業によってはそのためのソリューションが用意されていませんでした。

当レポートでは、世界のコンタクトセンター業界の動向に対する顧客側からの評価について分析し、世界各国の企業のIT意思決定者 (計661名) を対象とした質問・回答をベースに、新型コロナウイルス感染症 (COVID-19) 感染拡大がコンタクトセンターの利用・投資に及ぼした影響や、業界の構造変化・技術進歩に対する評価、業種別の顧客満足度 (CSAT/NPS) の傾向、といった情報を取りまとめてお送りいたします。

目次

分析目的・手法

主な分析結果

チャネルとテクノロジーの活用

• インタラクション・チャネルの今日の利用状況
• インタラクション・チャネルのサポート体制 (今後2年間分)
• 顧客体験 (CX) 技術への投資計画 (今後2年間分)
• コンタクトセンターへの技術投資

戦略の方向性

• 企業の目標達成の障害
• 従業員を確保・維持するための対策

新型コロナウイルス感染症 (COVID-19) の影響

• サポートしている主なビジネス機能
• リモートワーカーのセキュリティとコンプライアンス機能

エージェントシート動向

• 従業員の就労状況：COVID-19に伴う動向
• 従業員数の変更予定
• リモートに移行した時の、従業員の業績への影響
• 感染拡大中にWAHA (在宅勤務) に移動した従業員の割合
• 多くの従業員は自宅で仕事を続けている

インタラクションの動向

• コンタクトセンターとのやり取りの数が47％増加
• COVID-19により優先権を獲得したチャネル
• COVID-19により優先権を獲得した技術
• 音声インタラクションに対するCOVID-19の影響
• 従業員が処理するライブチャットの平均数
• 仮想エージェントの成長

顧客満足度

• 顧客満足度 (CSAT) の平均点数：業界別
• CSAT点数の変化：感染拡大以降
• NPS (ネットプロモータースコア) の点数

インテグレーション・コラボレーションの動向

• UC&Cとコンタクトセンター (CC) ソリューションのインテグレーションの重要性
• UC＆CとCCソリューションのインテグレーションを妨げる要因
• UC＆CとCCソリューションのインテグレーション：業界別
• UCとCCのインテグレーションの利点
• 他の部門とのコラボレーションに使用されるツール

オムニチャネル

• チャネルの統合レベル
• 企業からのオムニチャネル体験提供を妨げている要因

ホステッド／クラウドソリューション

• ホステッド／クラウド・コンタクトセンター・ソリューションの利用状況
• ホステッド／クラウド機能への投資
• ホステッド／クラウド・コンタクトセンター機能への投資
• クラウド／ホストで処理されたインタラクションの割合
• CPaaSを使用する利点

アナリティクス

• 現在利用中のアナリティクス機能と投資計画
• アナリティクス・ソリューションの大手プロバイダー

調査回答者のプロファイル

Acceleration in Cloud and Self-Service Solutions Pave the Way to Delivering Excellent CX

Frost & Sullivan surveyed 661 IT decision-makers around the globe to IT/Communications to gain a deeper understanding of the impact of COVID-19 and their plans to exceed CX expectations as the world recovers from the pandemic.

COVID-19 accelerated the move towards self-service, allowing many companies to invest in technology that deflects calls/live chat but still improves the customer experience (CX). Voice continues to lead, but self-service channels such as virtual agents and IVR will be heavily supported over the next year. restructure their organizations to take advantage of new resource pools and longer tenures. COVID-19 forced organizations to reallocate resources quickly, revealing another aspect of contact center operations that needs attention. Employees had to be trained on new tasks quickly, and some companies did not have the solutions in place to do so.

In an industry accustomed to attrition, many companies realize the value of agent retention. They are investing in tools that allow younger generations, gig workers, "retirees," along with those enlightened by the new COVID-driven work-at-home culture to attain the flexible schedules they want. Companies across sectors recognized that agent performance improved when they moved to work from home.

Conversational AI and virtual assistants became a top priority. As businesses quicken their pace towards self-service, they are hindered by customers unwilling to adopt new contact channels. The need to collaborate between departments continues to gain importance as the need to differentiate becomes increasingly crucial. More than -50% of respondents say the top two benefits they have seen from integrating UC and CC solutions include improved customer journey and better agent experience. The top priorities for technology investments point to improving agent performance and operations. Companies are ramping up investments in performance management, quality monitoring, and collaboration to make it easier to share information across departments.

For almost half of the respondents, the social media channel became the highest priority during the pandemic. The convenience of using these channels to complete transactions and the ease of divulging information to the masses will continue to help this channel thrive.

CSAT and NPS scores improved during the pandemic, revealing that customers were more emphatic with a "we're all in this together" manner.

This study provides data for the following industries:

• IT/Communications (50)
• Financial Services & Banking
• Healthcare
• Public Administration
• Manufacturing
• Retail
• Travel & Hospitality

Channels covered: voice, email/web form, social media messaging apps, social media apps, mobile apps, SMS, Chat with live agents, virtual agents, video chat, video teller/kiosk, and IVR.

Technologies covered: conversational AI & virtual assistants/bots, quality monitoring, collaboration tools, performance management, flexible APIs/CPaaS, eLearning for agents, proactive customer care, gamification, and augmented reality.

CSAT and NPS scores are provided for each industry.

This study is valuable for solution providers to better understand what each industry seeks in delivering excellent CX, and end-user businesses to benchmark themselves against the competition and other industries.

Key Features:

The primary goals of this research are to:

• Understand the impact of COVID-19 on contact centers
• Understand challenges organizations face today
• Monitor the status of digital transformation
• Assess the current and future use of contact center solutions
• Evaluate factors that drive investments in contact center solutions
• Gauge market and technology trends
• Appraise available IT budgets
• Measure perceptions by vertical industry
• Discover opportunities in different regions

Table of Contents

Research Objectives and Methodology

• Research Objectives and Methodology

Key Findings

• Key Findings
• Key Findings (continued)

Channel and Technology Usage

• Interaction Channels Usage Today
• Interaction Channels Support-Next Two Years
• CX Technologies Investment Plans-Next Two Years
• Contact Center Technology Investments

Strategic Direction

• Obstacles to Achieving Company Goals
• Measures to Improve Agent Retention

Impact of Covid

• Top Supported Business Functions
• Security and Compliance Capabilities for Remote Workers

Agents Seat Trends

• Agent Seat Trends Due to Covid
• Plans to Change the Number of Seats
• Impact on Agent Performance as they Moved to Remote
• Percent of Agents Moved to WAHA (Work at Home Agent) During the Pandemic
• Many Agents will Continue to Work from Home

Interaction Trends

• 47% Increase in Number of Contact Center Interactions
• Channels that Gained Priority due to COVID-19
• Technologies that Gained Priority due to COVID-19
• Impact of COVID-19 on Voice Interactions
• Average Number of Live Chats Handled by Agents
• Growth in Virtual Agents

Customer Satisfaction

• Average CSAT Score By Industry
• Change in CSAT Score Since Pandemic
• NPS Score
• NPS Score (continued)

Integration and Collaboration Trends

• Importance of Integrating Unified Communications and Contact Center Solutions
• Factors Preventing UC&C and CC Solutions Integration
• Integration of UC & C and CC Solutions-by Industry
• Benefits of Integrating UC & CC
• Tools Used to Collaborate with other Departments

Omnichannel

• Level of Integration of Channels
• Factors Preventing Organizations from Delivering an Omnichannel Experience

Hosted/Cloud Solutions

• Use of Hosted/Cloud Contact Center Solutions
• Investments in Hosted/Cloud Capabilities
• Investments in Hosted/Cloud Contact Center Capabilities
• Percent of Interactions Handled with Cloud/Hosted
• Benefits of Using CPaaS

Analytics

• Analytics Used Today and Investment Plans
• Leading Providers of Analytics Solutions

Respondent Profile

• Respondent Profile
• Selection/Purchase Decision Authority
• Supported Business Functions
• List of Exhibits
• List of Exhibits (continued)
• List of Exhibits (continued)
• Legal Disclaimer