Search results for: 'ba09 priorities'

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 main objective of this research service was to investigate the current and future integration of customer interactions in the North American contact centers. Currently, one-third of the contact centers have been fully integrated to deliver seamless and consistent customer experiences across channels. By 2016, 54% expect to be fully integrated. ...

18 Feb 2021  |  Europe  |  Customer Research

Communications and Collaboration Investment Priorities

IT/Telecom Buyers’ Perspective

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This study provides the data collected through an online survey of 1,129 IT and telecom decision makers across customer size segments, industries and world regions. The survey was conducted in November-December 2020. Respondents were qualified as follows: • IT/telecom decision maker in organizations with 10+ employees • Having knowledge on communic...

Frost & Sullivan's annual survey of IT and business decision-makers, now in its 16th year, aims to understand their perceptions, decisions, and purchasing behaviors. In 2024, Frost & Sullivan introduced a new set of questions focused on multi-access edge computing (MEC) to the yearly survey, and in 2025, it is possible to contrast results for 2024 ...

Understanding consumer needs is quintessential for driving future mobility developments. This research focuses on consumer awareness and their willingness to pay for hybrid vehicles and electric vehicles (EVs). The respondents were questioned based on numerous factors such as technology awareness, preferred vehicle range, features, ease of charging...

Declining diesel share gives rise to newer opportunities for electric vehicles. Understanding consumer needs becomes quintessential toward driving future mobility developments. This research focuses on consumer needs and their willingness to pay for various powertrain features and electric vehicles. The respondents were questioned based on numerous...

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...

The overall research objective is to measure the current use and future decision-making behavior toward unified communications and other workforce technologies around the globe, specifically: desktop, room-based and huddle room video conferencing; audio conferencing; web conferencing; IP telephony; team collaboration tools (e.g., Slack); unified co...

This study presents findings from Frost & Sullivan’s 2025–2026 Voice of the Enterprise Security Customer Survey, based on responses from 2,100 senior cybersecurity decision‑makers across regions, firm sizes, and industries. The research explores generative AI products under consideration by organizations spanning the global economy, current cyberse...