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Well-established businesses receive massive amounts of feedback every day, obtained through eCommerce platforms, customer support calls, emails, social media platforms, bots, and chats. This presents companies with an opportunity to collect remarkable volumes of customer data that they can use to enhance market intelligence. VoC refers to the pr...

Frost & Sullivan defines workforce optimization (WFO) as a strategy to integrate disparate contact center workforce applications, monitor and analyze customer and agent interactions, and automate processes to optimize resources. WFO is an important segment of the contact center industry because it drives performance, agent engagement, and an improv...

New analysis from Frost & Sullivan's Digital Transformation program presents some of the customer experience trends that Frost & Sullivan believes will shape, grow, and influence customer contact and the customer experience. The study focuses on those growth insights that are the most relevant for 2020-2023 in North America, and highlights the tre...

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...

Well-established businesses receive massive amounts of feedback every day, obtained through eCommerce platforms, customer support calls, emails, social media platforms, bots, and chats. This presents companies with an opportunity to collect remarkable volumes of customer data that they can use to enhance market intelligence. VoC refers to the pr...

The Asia-Pacific (APAC) contact center applications market registered growth of 5.8% to reach $719.5 million in 2019. Technology up-gradation, cloud migration, and adoption of new technologies such as analytics, automation, and self-service applications are driving market growth. Frost & Sullivan expects the APAC contact center applications market ...

New analysis from Frost & Sullivan's Information & Communication Technologies program presents some of the trends that Frost & Sullivan believes will shape, grow, and influence customer contact and the customer experience in the next few years, and includes insights for selected industries, business models, and technology areas, including: • ...

New analysis from Frost & Sullivan's Digital Transformation program finds that growth continues in all areas of the contact center market: premise-based systems, the cloud, and hybrid configurations. Analytics, quality monitoring, and recording continue to be bright spots for growth, but emerging areas are taking center stage as companies transitio...

The APAC contact center applications market generated $753.9 million in revenue in 2020, registering an annual growth of 4.8%. Though COVID-19 clouded the outlook at the beginning of the year, technology upgrades, cloud migration, and the adoption of analytics, automation, and self-service applications drove market growth. The market is set to grow...