Search results for: 'm13e release agent'

The overall research objective of this research service was to investigate the current and future outsourcing trends in the North American contact centers. Nearly half of the respondents outsource some customer care activities. Large contact center organizations are greater users of outsourcing than medium and small contact center organizations. Co...

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...

Excipients have been a part of the pharmaceutical industry, and their demand is expected to increase during the forecast period. This is owing to their ability to perform various functions such as improving the API stability, modifying drug release, and taste masking. Expanding patient base, coupled with the need to develop cost-effective drugs, ha...

During the 2021 United Nations Climate Change Conference (COP26), the European Union and the United States announced their commitments to become carbon neutral by 2050, while China and India, the first- and third-largest emitters, plan to become carbon neutral by 2060 and 2070, respectively. Low-income countries will struggle to reduce their carbon...

A 25% reduction in carbon dioxide (CO2) emissions by 2030 is necessary to keep global warming to 1.5°C. One of the most promising ways to reduce greenhouse gas emissions is to use hydrogen as an energy carrier, making it a critical fuel in the move to sustainable energy generation. Since new generation pumps are vital for increased hydrogen product...

03 Mar 2022  |  Europe  |  Frost Radar

Frost Radar™: European Contact Center as a Service (CCaaS) Market, 2021

A Benchmarking System to Spark Companies to Action—Innovation that Fuels New Deal Flow and Growth Pipelines

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The European contact center as a service (CCaaS) market is enjoying significant attention, although it remains in a growth stage. The market comprises more than 150 vendors of varying sizes that offer solutions to companies and organizations across a broad range of verticals, with financial services, healthcare, public sector, utilities, retail, ed...

The global CX outsourcing services market is expected to expand throughout the forecast period due to the growing recognition of CX as a key competitive differentiator and compelling incentives for businesses to outsource their CX activities. The market is poised to experience moderate disruption due to the emergence of generative AI technology,...

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...

In a customer survey of 1,210 IT and telecom decision-makers around the world and across verticals (with 58% of respondents in a senior management position), improving customer experience is ranked as the top business objective in 2022, followed closely by improving brand equity. Companies recognize that maintaining brand loyalty becomes increasing...