Table of Content

Research Objectives and Methods
Customer Research Objectives
Survey Research
End-user Priorities for Customer Engagement—Percent of Respondents by Region, Global, 2019
End-user Priorities for Customer Engagement—Percent of Respondents by Contact Center Size, Global, 2019
End-user Priorities for Customer Engagement—Percent of Respondents by Industry, Global, 2019

Strategic Imperatives
End-user Priorities for Customer Engagement—Strategic Imperatives for Success and Growth, Global, 2019 to 2022
End-user Priorities for Customer Engagement—Factors Preventing Contact Centers from Meeting or Exceeding their Goals, Global, 2019
End-user Priorities for Customer Engagement—Level of Importance of Emerging Technologies, Global, 2019 to 2022
End-user Priorities for Customer Engagement—Trends in Average Talk Time in Contact Centers, Global, 2018 to 2019
End-user Priorities for Customer Engagement—Trends in Number of Voice Calls Handled in Contact Centers, Global, 2018 to 2019

Interaction Channel Priorities
End-user Priorities for Customer Engagement—Channels Supported, Global, 2019 to 2021
End-user Priorities for Customer Engagement—Level of Interaction Channel Integration, Global, 2019
End-user Priorities for Customer Engagement—Reasons Behind Lack of Interaction Channel Integration, Global, 2019
End-user Priorities for Customer Engagement—Top Social Media Strategy Goals, Global, 2019
End-user Priorities for Customer Engagement—Mobile Device Customer Contact Capabilities, Global, 2019

Contact Center Solution Priorities
End-user Priorities for Customer Engagement—Contact Center Systems/Applications Usage, Global, 2019 to 2021
End-user Priorities for Customer Engagement—Reasons for Preventing Analytics Deployment, Global, 2019 to 2021
End-user Priorities for Customer Engagement—Hosted/Cloud Contact Center Solution Usage, Global, 2019 to 2021
End-user Priorities for Customer Engagement—Percent of Contact Center Seats Deployed in Hosted/Cloud Solutions, Global, 2019
End-user Priorities for Customer Engagement—Reasons for Moving to Hosted/Cloud Solutions, Global, 2019

Outsourcing Priorities
End-user Priorities for Customer Engagement—Percent of Respondents that are Outsourcers, Global, 2019
End-user Priorities for Customer Engagement—Percent of Respondents that Outsource or Plan to Outsource Over the Next Two Years, Global, 2019 to 2021
End-user Priorities for Customer Engagement—Concerns about Outsourcing Functions, Global, 2019

The Last Word
The Last Word—Three Big Predictions
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