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This study provides forecasts for the customer service (CX) outsourcing market in the Asia-Pacific for 2023 to 2028. Improving CX has been a consistent priority for organizations across the board for the last few years, with decision-makers realizing that providing a superior CX is a must for any company that wants to stay relevant. This is bringin...

The medical imaging and informatics industry is evolving rapidly, and new products and solutions are launched every other day. As the reimbursement environment is transitioning from fee-for-service to value-based payment, vendors’ business models and value propositions are undergoing drastic changes. New evidence regarding the use of certain techni...

The healthcare market in Asia-Pacific (APAC) is expected to grow by 7.2% in 2019 due to the growth of smart hospitals and developments in the home care segment and medical tourism. This, in turn, has increased the demand for technology, innovative healthcare programmes, as well as drugs and medical devices based on advanced technology. Conventional...

The concept of companion diagnostics (CDx) was developed when researchers realized that even potent drugs only had an efficacy between 25% and 60%, the lowest being in oncology. Therefore, a clinical pharmacogenetic assay became important to distinguish patients more likely to respond to a drug or at a lesser risk of associated adverse pathophysiol...

Despite having disrupted most markets in terms of sales and profitability, the pandemic has ignited the minds for building a safer and convenient environment. Making the best of the situation is the connected automotive industry with trending use-cases that build the new normal across consumers. Adapting to the newer form of travel, Frost and Sulli...

2021 marked the beginning of the revival of meeting rooms and office spaces. As businesses prepare for the return to office, meeting rooms have seen growing technology investments to support hybrid work. Despite the headwinds from the impact of supply chain issues and component shortages which have triggered uneven sales cycles throughout 2021, the...

Since 2010, Frost & Sullivan has conducted an annual web-based survey of enterprise cloud decision makers. The goal is to understand not just what choices they make about cloud workloads and data, but also why. One area of inquiry is why enterprises have selected their primary public cloud service provider. In this highly concentrated market, the t...

While this deliverable focuses on Brazil, it is part of the larger 7-nation, 6-industry survey. The complete Voice of the Enterprise Security Customer survey by Frost & Sullivan samples organizations across major international business regions and is based on responses from 2,448 CISOs and key security decision-makers. The nations surveyed are Japa...

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...