Search results for: 'distributed decis of service dect'

This research service examines the European Contact Center as a Service (CCaaS) market. The market comprises full suite hosted interactive voice response (IVR), omnichannel customer experience analytics, reporting insights, customer self-service capabilities, automatic call distribution (ACD), chat, outbound, and agent performance optimization (APO...

As a result of a moderate investment climate, the automation market experienced steady growth in 2018. This research service provides key trends and predictions for the global automation industry in 2019, analyzing developments across end-user industries. The automation market is set for a paradigm shift due to digitalization in end-user industries...

Demand for unified communications as a service (UCaaS) continues to rise globally with the proliferation of cloud communications among mainstream enterprises. Asia-Pacific is primed for robust cloud communications growth as more businesses transition toward cloud solutions to boost their digital agility, reduce costs, and improve efficiency. UCaaS ...

With ongoing advancements in technologies, the world is growing to become a connected place and communication is increasingly becoming “the most” important ingredient for building a connected world. Organizations worldwide are embracing better communication technologies so as to improve their employee productivity and also enable their workforce to...

Business support systems (BSS) solutions play a foundational role in driving the transformation of communication service providers (CSPs) to digital service provider (DSPs In telecom, a DSP delivers an integrated set of communication and media services that have traditionally been delivered by over-the-top or web-based service providers. While a DS...

Frost & Sullivan defines programmable communications as any service or solution that enables developers to programmatically embed voice, video, chat, and messaging services within their business or consumer applications, business process or workflow automations. Through application programming interfaces (APIs), programmable communications expose c...

Of the 24 states in the U.S. having deregulated markets for energy, 14 are fully deregulated in both electricity and gas with liberty to purchase from the best-price bidder while continuing to get electricity delivered using the distribution lines of the local utility. Between October and November 2013 Frost & Sullivan conducted a customer survey o...

21 Oct 2021  |  Europe  |  Customer Research

Impact of COVID-19 on Healthcare Contact Centers

Acceleration in WAHA, Self-Service & Cloud Investments

Infographics

×

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...

The 2024 US Automotive Technicians’ Choice study is a voice of customer survey on the tool preferences of automotive aftermarket service technicians. The survey was conducted in 2024 using a mix of the computer-assisted telephone interview (CATI) and computer-aided web interview (CAWI) methods. A total of 400 automotive technicians participated in ...