Search results for: 'guided sensing'

New analysis from Frost & Sullivan's Digital Transformation program finds that growth continues in all areas of the contact center market: premise-based systems, the cloud, and hybrid configurations. Analytics, quality monitoring, and recording continue to be bright spots for growth, but emerging areas are taking center stage as companies transitio...

New analysis from Frost & Sullivan's Digital Transformation program presents some of the customer experience trends that Frost & Sullivan believes will shape, grow, and influence customer contact and the customer experience. The study focuses on those growth insights that are the most relevant for 2020-2023 in North America, and highlights the tre...

New analysis from Frost & Sullivan's Information & Communication Technologies program presents some of the trends that Frost & Sullivan believes will shape, grow, and influence customer contact and the customer experience in the next few years, and includes insights for selected industries, business models, and technology areas, including: • ...

Database-as-a-Service (DBaaS) is a cloud-based approach to the management and storage of data. By placing the database software and associated management functions in the cloud, DBaaS enables databases to scale elastically on-demand. It also removes the management of the database software—such as updates, patches, or security measures—from the ente...

The 2019 Disaster-Recovery-as-a-Service (DRaaS) report offers our first glimpse at global adoption of DRaaS. Not surprisingly, global trends mimic the U.S., with nearly half of businesses surveyed by Frost & Sullivan currently using DRaaS to protect their data. An additional 34% of businesses say they expect to implement DRaaS by 2021, bringing tot...

This is a companion piece to Frost & Sullivan’s 2019 Contact Center Buyers Guide (K234-76, August 2019), which examines the core areas and suppliers in the North American cloud/hosted contact center market. Core areas include systems and cloud-based solutions for inbound contact routing/automatic call distribution (ICR/ACD), outbound dialing, inte...

New analysis from Frost & Sullivan's Information and Communications Technologies program titled Growth Opportunities in the North American Contact Center Market finds that the market for contact centers continues to increase. For cloud, the acceleration of omnichannel service delivery and digital transformation, coupled the inclusion of new technol...

The new lifestyle as a service (LSaaS) encompasses not only the things people use, but people themselves. As services such as health monitoring and augmented reality become the norm, the individual increasingly becomes a nodal point in an expanding service network: a consumption point rather than a production point. In fact, in a very real sense, t...

The 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange in Huntington Beach was a meeting of innovative, enthusiastic, collaborative, and analytical minds. This year, the main challenges discussed by contact center leaders were: · Improving employee engagement and retention · Finding the right balance between ex...