December 20, 2011, Scottsdale, AZ – The number of interactive kiosks in operation will rise from approximately 1.6 million deployed in 2011 to nearly three million deployed globally by 2016, ABI Research reports.
ABI's research shows that as companies in a range of industries seek to reduce costs, increase revenue opportunities, and improve customer service, they are turning to interactive kiosks as an additional channel to enable their customers with self-service options.
"The self-service technology trend has been occurring for several years, with consumers increasingly seeking greater convenience in the channels that they choose to utilize," said Sam Lucero, practice director with M2M connectivity. "At the center of this self-service technology trend are interactive kiosks. Kiosks are not a new channel by any means, but consumers worldwide have grown more accustomed to using them for everything from self- checkout in the supermarket to checking in for their flight at an airport."
Interactive kiosks are having a particular impact on the following seven market segments:
- Entertainment: DVD rental, photo printing, movie ticket ordering
- Retail: self-checkout, deli counter ordering, product information
- Travel: airport check-in, hotel check-in/check-out
- Financial services: bill payment, coin exchange, check cashing
- Health care: patient check-in, patient information, prescription refills
- Municipal and government: train/bus ticketing, driver's license renewal, tax payment
- Information/other: way finding, information, human resources
While the interactive kiosk market is expected to grow strongly over the next five years, ABI sees challenges that still need to be addressed.
"Interactive kiosks in various segments, such as health care, can face challenges regarding consumer acceptance, channel conflict with other means of interacting with the consumer, and with automated customer service not meeting a desired level of personalized support," said Lucero.
ABI Research's new report, "Next Generation Kiosks and Self-Service Technology," provides an extensive qualitative and quantitative assessment of the interactive kiosk market.
For more information, or to purchase the report, visit www.abiresearch.com.