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The overall research objective is to measure the current use and future decision making behavior toward information technology (IT) in Latin America, specifically: Enterprise Mobility Management, eCommerce/mCommerce, Unified Communications & Collaboration (UCC), Infrastructure and Data Centers, Big Data and Analytics’ Omnichannel Marketing, Custome...

The overall research objective is to measure the current use and future decision making behavior toward information technology (IT) in Asia-Pacific, specifically: Enterprise Mobility Management, eCommerce/mCommerce, Unified Communications & Collaboration (UCC), Infrastructure and Data Centers, Big Data and Analytics’ Omnichannel Marketing, Customer...

This market insight identifies the current state of the market in terms of opportunities for service providers over the next 5 years. It also highlights the leading trends characterizing the data center and cloud computing market that are expected to remain dominant over the next 5 years. Key recommendations are provided for service providers to ta...

This market analysis study provides market sizing and forecasts for the North American contact center outsourcing market. North American market revenue represents outsourcer revenues associated with customer interactions that originate in North America, regardless of fulfillment model. This includes onshore, nearshore, offshore, home-agent, automat...

The CX outsourcing services landscape is set to grow throughout the forecast period. Two key reasons lie behind this: 1) the increasing acceptance of CX as a formidable competitive weapon; and 2) growing incentives for companies to outsource their CX operations. Improving CX appears as the number one business goal priority in the Frost & Sulliv...

The Frost & Sullivan Customer Contact East Executive MindXchange event revealed an evolving customer experience (CX) landscape in which a back-to-basics theme emerged. While the rate of change is accelerating, thanks in large part to technology innovation designed to meet the challenge of growing customer engagements, contact center thought leaders...

Frost & Sullivan defines communications platforms as a service (CPaaS) as any cloud-based platform that enables developers to programmatically embed voice, video, chat, and messaging services in their business or consumer applications and workflows. In nearly all cases, the embedded communications and collaboration services leveraged through a CPaa...

The LATAM cloud contact center (CC) market grew substantially in 2022, driven by accelerated migration from premises-based contact center implementations. As organizations realize that providing superior customer experience (CX) is fundamental for competitive differentiation, they respond to growing customer expectations by delivering seamless, eff...

Artificial Intelligence (AI) is the shining star of contact center innovation and began gaining features, focus, and adoption in 2022. AI is enhancing capabilities across the contact center spectrum: from agent hiring and training, resource forecasting, and quality and performance management to process automation, workforce optimization, and custom...