Search results for: 'Application and Opportunity Assessment'

This Frost & Sullivan Market Insight presents a broad overview of Business Process Outsourcing (BPO) market demand for English proficiency for call volumes originating from the United States. It highlights the key industry trends. In preparing this report, Frost & Sullivan conducted interviews with executives from the following companies: Alorica,...

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...

29 Aug 2025  |  Global  |  Market Research

The CPaaS Revolution: APIs, AI, and the New Era of Communication

AI-Powered Innovation Creates Differentiation and Boosts Value Propositions

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Frost & Sullivan’s 2025 IT decision-maker (ITDM) survey was conducted to gain insights into the following end-user organizations’ priorities: - Current communications and collaboration technology adoption rates and future adoption plans. - Demand for communications platform as a service (CPaaS) and programmable communications functionality throug...

Communications platform as a service (CPaaS) has become a strategic enabler of digital business, driving the operationalization of customer and employee engagement across industries. As enterprise transformation accelerates, companies are rearchitecting their communications workflows around programmable interfaces that unify data, intelligence, and...

This Frost Radar™ examines the European customer experience (CX) management services landscape, which is a subset of the broader business process outsourcing/management industry. Usually, CX management is a business arrangement in which a company contracts an outside supplier to perform a service rather than accomplishing it in-house. Services can ...

This Frost Radar™ examines the Asia-Pacific customer experience (CX) management services landscape, which is a subset of the broader business process outsourcing/management industry. Usually, CX management is a business arrangement in which a company contracts an outside supplier to perform a service rather than accomplishing it in-house. Services ...

Across industries, companies expect to increase their IT and Communications investments by 22Percentage. Almost 100Percentage of businesses in Europe have a digital transformation today; however, 19Percentage believe they are behind others on their journey. This is good news for technology vendors; however, the key to success is to gain a deeper un...

The overall research objective is to measure the current use and future decision making behavior toward customer contact solutions primarily in the United States with a small sample from other regions. The technologies we covered include: customer journey analytics, elearning, quality monitoring, social media analytics, speech analytics, unified ag...

Workforce engagement management (WEM) drives performance, agent engagement, and an improved customer experience (CX) in the contact center industry. Frost & Sullivan defines WEM as a strategy to integrate disparate contact center workforce applications, monitor and analyze customer and agent interactions, and automate processes to optimize contact ...