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This market analysis research provides global market sizing and forecasts for premises-based contact center systems. The product segments covered are: inbound contact routing, IVR and voice portal, outbound dialer, quality monitoring, workforce management, and contact center analytics. The study provides global market sizing and forecasts by produc...

This market analysis research provides market sizing and forecasts for premises-based contact centre systems at a global level. The product segments covered are: inbound contact routing, IVR and voice portal, outbound dialer, quality monitoring, workforce management, and contact center analytics. The study provides market forecasts by product segme...

The information and communications technology (ICT) industry is undergoing an important transformation, evolving from traditional hardware- & software-centric, and communications infrastructure to cloud-based, interconnected digital ecosystems. This shift has been driven by advances in artificial intelligence (AI), mobile computing, big data analyt...

Striving for an excellent customer experience (CX) is a strategic component of every organization’s sustained business growth as they realize the significance of delivering superior CX as a competitive differentiator. However, most organizations are struggling to deliver efficient and consistent experiences. This is bringing greater attention and i...

Growth rates for the European customer experience (CX) outsourcing market have declined from the double-digit pace of 2020 and 2021, partly due to economic headwinds such as rising interest rates and fluctuating exchange rates. Moderate growth is expected between 2023 and 2025, with a recovery expected to start in 2026. The introduction of generati...

28 Feb 2025  |  Global  |  Market Research

Global Customer Experience Management Services, Forecast to 2029

Market Growth Driven by Advancement in AI-based Technology Solutions

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Striving for excellent Customer experience (CX) is a strategic component of every organization’s sustained business growth as they realize the significance of delivering superior CX as a competitive differentiator. However, majority of the organizations are struggling to deliver efficient and consistent experiences. This is bringing greater attenti...

Frost & Sullivan's 2026 IT decision-maker (ITDM) survey was conducted to gain insights into the following end-user organizations' priorities: - Current use of communications platform as a service (CPaaS) and open communications application programming interfaces (APIs), and adoption plans through 2029 - The use cases and expected outcomes that dr...

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 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...