Retail Banking: Trends in contact center automation; Vertical and technology trends

Pages: 29 Published: May 01, 2016 Report Code: CA0001IO

Rapid digitalization has resulted in a lower attention span of customers. As customers have access to multiple brands and interaction touch points, they can change their brand loyalties with just a click of a button. This has made it even more difficult for service centers, such as banks, to enhance their customer experience and retain customers. Contact center automation has therefore served in many ways to bring a bank’s stakeholders together and enable contact centers to improve their line of banking services.


Current Analysis’ Vertical Focus Report – Retail Banking: Trends in contact center automation depicts the business challenges faced by the retail banking sector in the contact center automation domain along with the recent demand side and supply side trends in this functional area. The report outlines the evolution of the retail bank’s contact center automation domain and identifies the key opportunity areas for the ICT vendors. This report also presents Current Analysis’ view of the revenue opportunities in contact center automation banking domain through to 2019, highlighting the market size and growth by geography.

In particular, it provides an in-depth analysis of the following:

– The latest trends impacting the retail bank contact center automation market.

– The market trends (both supply-side and demand-side) that will facilitate the growth of the retail banking contact center automation market.

– The technology evolution of the market and vendor opportunities

– The market inhibitors that may hinder the pervasive adoption of contact center automation among retail banks.

– The primary findings from Current Analysis’ view of revenue opportunities in the retail banking contact center automation market through to 2019, highlighting the market size and growth by regions.

– An identification of banks’ IT budget allocation and IT priorities relating to contact center automation.

Reasons to Buy

– Understand the retail banks landscape, the recent trends, and inhibitors shaping the retail banking contact center automation market.

– Comprehend the retail banking contact center automation market evolution.

– Enhance your market segmentation by analyzing the revenue opportunity forecasts figure in the retail banking contact center automation market from 2015 to 2019, across geographies.

– Comprehend retail banks’ IT budget allocation and prioritization of top IT projects in 2015

– Understand how retail banking contact center automation market opportunities are set to change in the market in near future.

Table of Contents


List of Tables

1 Business challenges for retail banks

2 Market Dynamics

2.1 Demand side trends

2.2 Supply side trends

3 Technology Lifecycle

3.1 Retail banks’ IT budget allocation and IT priorities

4 Opportunities for ICT vendors

5 Market size and forecast

6 Future outlook

6.1 Age of customers and disruptive forces are acting as catalysts for the rapid adoption of contact center automation among new age bankers

7 Appendix

7.1 Definitions

7.2 Further reading

7.3 Contact the authors

List of Figures

Table 1: Retail banks’ contact center market by region – global market opportunity forecast, US$ millions


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