Search results for: 'base priorities'

The overall research objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. About 37% of contact center organizations in Europe use a hosted/cloud contact center solution, which is expected to reach 86% by 2016. While small and medium contact centers...

The overall research objective is to measure the current use and future decision making behavior toward contact center solutions in the following industries: Education, IT/Communications, Financial Services, Government, Healthcare, Manufacturing, Outsourcing, Retail & Consumer, and Travel & Hospitality. Technologies covered: • Interactive Voice ...

The main objective of this research service was to investigate the current use and future adaptation of agent performance optimization (APO) solutions in European contact centers. Quality monitoring and workforce and performance management systems are the most widely deployed and used APO applications in Europe. Furthermore, large contact centers h...

The main objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. One-third of the respondents outsource some customer care activities. The United Kingdom has the highest proportion of companies that outsource, while Benelux has the least. Outsourcing ...

In the rapidly changing automotive landscape, disruptive technologies are paving the way for a multitude of customer conveniences, with usage-based insurance (UBI) emerging as a standout example. This innovative business model is revolutionizing how insurance companies, original equipment manufacturers (OEMs), and leasing and rental fleets collect ...

18 Feb 2021  |  Europe  |  Customer Research

Communications and Collaboration Investment Priorities

IT/Telecom Buyers’ Perspective

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This study provides the data collected through an online survey of 1,129 IT and telecom decision makers across customer size segments, industries and world regions. The survey was conducted in November-December 2020. Respondents were qualified as follows: • IT/telecom decision maker in organizations with 10+ employees • Having knowledge on communic...

Static water utility infrastructures are increasingly unable to cope with future demands. Climate change, water scarcity, energy costs, population shifts, budget cuts, and stricter legislation also challenge water services. At the same time, the responsibility of governments to ensure high-quality and accessible water through water and wastewater ...

Europe has been faced with unprecedented heatwaves and droughts triggered by climate change. This has affected surface and groundwater availability across regions, leading to water use restrictions and investment in water reuse infrastructure.Southern European countries such as Spain, Cyprus, Malta, and Greece have invested in desalination as an al...

In a field of more than 100 industry participants in Europe, Frost & Sullivan independently plotted the top 20 cloud contact center companies across two key indices of growth and innovation.