Search results for: 'endpoint security GLOBAL'

Abstract: The global Customer Experience Platforms market achieved solid growth in 2025, driven by an acceleration of AI-based and advanced capabilities in contact center implementations. As organizations increasingly realize that providing superior CX is fundamental for competitive differentiation, they are responding to growing customer expectati...

Businesses are increasingly required to provide responsive and adaptable customer service by answering questions, solving problems, and giving advice to customers in a conversational, human, and effective way. With the increase in the number of smartphones and other connected devices with cameras, and millennials becoming a significant consumer seg...

Frost & Sullivan defines workforce optimization (WFO) as a strategy to integrate disparate contact center workforce applications, monitor and analyze customer and agent interactions, and automate processes to optimize resources. WFO is an important segment of the contact center industry because it drives performance, agent engagement, and an improv...

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...

Along with healthcare, retail was one of the industries most impacted by the COVID-19 pandemic, which forced rapid change and innovation because retail goods and services are often necessities in peoples lives, not nice-to-haves as seen in the travel and hospitality sectors, for example. In some of these verticals, customers slowed down or stopped...

Social media analytics is the process of evaluating and examining data about conversations on social media platforms to understand customer preferences and gain competitive intelligence. Social media analytics can be predictive, prescriptive, or descriptive and help businesses understand different parts of a problem, thereby enabling them to tackle...

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...

The primary goals of this study are to determine implementation plans of interaction channels, applications, and solutions in the contact center environment across industries and to understand purchase trends. It also investigates the factors that influence product selection. Decision-makers and purchase decision influencers of contact centers wer...

Cisco Asia-Pacific, Japan, and China (APJC) Contact Center Analyst Day 2019 and Contact Center Symposium were held from 11 to 13 November in Sydney, Australia. The events brought together Cisco contact center executives, industry subject matter experts (SMEs), partners, and customers facilitating the conversation on the rising role of cloud in the ...