Search results for: 'long term impacts of evolving cloud'

The Latin American Enterprise Communications Platforms & Endpoints and Video Conferencing Market achieved stability in 2017, after a tough 2016. Although the overall market is still behind 2015 marks in most variables, the progressive recovery of the Latin American economy is expected to fuel new investments in enterprise communications, as well as...

A perfect storm of innovation occurs when unforeseen events or circumstances challenge human nature. Fall into a hole and you’ll find your way out. Take a truckload of lemons and go into the lemonade business. The English language is certainly peppered with colloquialisms that reflect this: “Desperate times call for desperate measures.” “It takes...

The global business process management (BPM) industry is projected to experience significant growth in the coming years. The BPM services market is estimated at US$254.1 billion in 2023 growing at 5.0% year-on-year driven by the demand for process automation and AI as organizations embark on their end-to-end digital transformation journey. Disrupti...

This study provides forecasts for the Asia-Pacific (APAC) customer experience management (CXM) services market from 2022 to 2029. Organizations must prioritize delivering excellent CX as a strategic component for sustained business growth. It is crucial to recognize the significance of superior CX as a competitive differentiator. According to Frost...

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 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...

When COVID-19 lockdowns in early 2020 forced businesses to close physical locations, demand for digital options soared as employees shifted to working from home and customers sought alternative means of interaction. Australian organizations made major changes to their processes and technology to address the initial crisis. Their contact centers wer...

The customer experience (CX) industry is being reshaped by changing operational models and technological innovations. On-premises legacy contact center systems and solutions cannot keep up with evolving customer needs and advances in technology. Customers in the digital era expect highly personalized and continued customer service across their pref...

When COVID-19 lockdowns in early 2020 forced businesses to close physical locations, demand for digital options soared as employees shifted to working from home and customers sought alternative means of interaction. Banking, financial services, and insurance (BFSI) organizations made major changes to their processes and technology to address the in...