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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...

The video market in India is showing signs of high growth due to the adoption of video conferencing systems by large enterprises across different verticals and the declining price of the endpoints and infrastructure products. India followed by the Kingdom of Saudi Arabia and the UAE markets are fast catching up as they are gaining exposure to new a...

Businesses receive massive amounts of customer feedback every day through eCommerce platforms, customer support calls, emails, social media platforms, bots, and chats. Voice of customer (VoC) refers to the practice of collecting, analyzing, and distributing customer feedback to improve a product, solution, or service. With accurate VoC data analyti...

Businesses receive massive amounts of customer feedback every day, obtained through eCommerce platforms, customer support calls, emails, social media platforms, bots, and chats. This presents companies with an opportunity to garner customer data that they can use to enhance market intelligence. Voice of customer (VoC) refers to the practice of ...

Voice of the customer (VoC) refers to user feedback (direct, indirect, or inferred) about a business’s products and services. Capturing and analyzing feedback is known as VoC analysis. VoC analysis enables businesses to gain a deeper understanding of customer preferences and expectations. The insights produced by VoC tools help companies to make de...

This Frost Radar™ provides a perspective on market trends and an assessment of 12 growth and innovation leaders in the industrial extended reality (XR) hardware industry. It analyzes vendors offering immersive XR hardware solutions for industrial applications, specifically, augmented reality (AR), mixed reality (MR), and virtual reality (VR) techno...

This research service analyzes the global virtual and augmented-mixed reality (VR and AR-MR) technologies as a part of the broader extended reality (XR) technology. XR is an umbrella term referring to the spectrum of experiences and technologies that immerse users or augment the real world through audio, visual, and haptic cues. XR is at the heart ...

The overall research objective is to measure the current use and future decision making behavior toward customer contact solutions primarily in the United States with a small sample from other regions. The technologies we covered include: customer journey analytics, elearning, quality monitoring, social media analytics, speech analytics, unified ag...

The North American cloud contact center market is in a mature stage with a diverse set of suppliers; the enterprise market consists of a growing subset of suppliers. The Growth and Innovation leaders on the Frost Radar met key criteria, such as longevity of offerings in North America, consistent and increasing growth, strong go-to-market strategie...