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Frost & Sullivan surveyed 661 IT decision-makers around the globe to IT/Communications to gain a deeper understanding of the impact of COVID-19 and their plans to exceed CX expectations as the world recovers from the pandemic. COVID-19 accelerated the move towards self-service, allowing many companies to invest in technology that deflects calls...

21 Oct 2021  |  Europe  |  Customer Research

Impact of COVID-19 on Healthcare Contact Centers

Acceleration in WAHA, Self-Service & Cloud Investments

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The healthcare industry was hit hard by the pandemic as it tackled the toughest of challenges around the globe- slowing down the virus, managing hospital capacity, keeping its staff safe, and ensuring patient privacy and confidentiality. Contact centers were busy far beyond capacity, driving organizations of all sizes to accelerate investments in s...

In the current dynamic environment, which has uncertain economic conditions, trade wars, price volatility, production slowdown, and intense market competition, manufacturers are striving to improve operational efficiency in their existing plants and are keen to cut down the maintenance and operational related costs occurring due to unexpected failu...

API-based solutions often represent a significant departure from how businesses have become accustomed to purchasing and deploying communications. Their value lies in providing a powerful toolset to make business communications applications richer and more tightly integrated within business workflows. For example, an organization may choose to allo...

This study examines the evolution of enterprise telephony between 2026 and 2029, revealing a market that is increasingly defined by flexibility, hybrid architectures, mobility, and AI-enabled platform convergence rather than a uniform migration to cloud communications. Drawing on Frost & Sullivan’s 2026 global survey of IT and telecom decision-make...

Environmental mandates on achieving a low carbon footprint are driving the analytical instrumentation market in the oil & gas industry. Applications in the refining segment, including monitoring of air/water quality and measuring greenhouse gas (GHG) emissions, to present increased growth opportunities. The market for analytical instrumentation i...

This study covers the global broadcast and digital terrestrial transmission (DTT) video encoders market. It provides drivers and restraints; technology and market trends; demand analysis; and strategies for growth. The market has three main applications: contribution, DTT, and distribution/backhaul. Revenue forecast, unit forecast, price forecast, ...

This research service provides a detailed analysis of the global RF test equipment market. The assessment includes market forecasts and analyses of the competitive structure, the market share breakdown, end users, and geographic factors. The effects of market drivers and restraints are discussed for the duration of the forecast period. End-user ver...

This research service discusses the global optical and image sensors market. Under image sensors, CCD and CMOS types have been discussed. Both the optical and image sensors market is forecast to register significant growth due to their use in smart phones, and tablets. Also, product and technology trends, declining prices have enabled both optical ...