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Workforce engagement management (WEM) drives performance, agent engagement, and an improved customer experience (CX) in the contact center industry. Frost & Sullivan defines WEM as a strategy to integrate disparate contact center workforce applications, monitor and analyze customer and agent interactions, and automate processes to optimize contact ...

As enterprises execute their hybrid cloud strategies, they are looking to simplify critical functions, such as: --moving applications across various infrastructures --optimizing legacy applications --introducing new functionality and services to legacy and cloud applications Increasingly, they are choosing to build and deploy applications in con...

The Asia-Pacific (APAC) secure content management (SCM) market grew by 10.4% year-over-year (YoY) in 2019, declining slightly from 2018. Its top participants’ growth varied because of their different market approaches. The overall email security market is maturing with slowing but steady growth. Heavily driving its cloud-based deployments are c...

The labor market is constantly evolving and introducing newer forms of employment, such as the retired workforce, platform workers, crowd workers, and temporary workers. Changing market dynamics have shifted companies’ focus from hiring and training to leveraging non-permanent talent as this model offers optimal flexibility and lower fixed costs. ...

This strategic analysis is part of Frost & Sullivans continued coverage of the North American enterprise voice and unified messaging marketplace. This research specifically focuses on customer premise equipment (CPE) unified messaging and voice messaging solutions. Within this analysis, Frost & Sullivan has identified drivers and restraints for th...

This strategic analysis is part of Frost & Sullivans continued coverage of the North American enterprise voice and unified messaging marketplace. This research specifically focuses on customer premise equipment (CPE) unified messaging and voice messaging solutions. Within this analysis, Frost & Sullivan has identified challenges, drivers and restr...

Phishing, hacking, account takeover, and many other threats await security professionals every moment of every day. Privileged Access Management (PAM) assists in mitigating these threats. Used in conjunction with other management and assessment tools, PAM presents an even stronger defense and a more multi-level approach to overall security. PAM is...

2020 created a perfect storm of challenges for the contact center industry. Organizations struggled to deliver on products and services since the COVID-19 pandemic broke out. During this uncertain time, it was even more important to listen and engage with customers and ensure the delivery of continued experiences. To address this, organizations had...

Although the telecoms landscape in APAC has changed a lot since the onset of the COVID-19 pandemic, data as a key driver of traffic and 5G monetization as the industry’s biggest bottleneck remain important trends impacting the industry. As 5G enterprise develops, enhanced mobile broadband (eMBB) is expected to continue to impact the mobile operator...