USD
GBP 
CNY 
EUR 
INR 
JPY 
MYR 
ZAR 
KRW 
THB 
Contact Center Objectives and Investment Plans, 2025 to 2027
A Customer Perspective
29-Jul-2025
Global
Customer Research
KB53-01-00-00-00
IT_2025_33688
In recent years, businesses have increasingly focused on employee engagement and brand loyalty, rather than customer experience (CX), as the primary drivers of success. However, in the next two years, improving CX has become the top priority again, followed closely by ensuring business continuity and optimizing operational efficiency and productivity. Investments in virtual agents are accelerating as AI enhances self-service capabilities to better serve customers.
This study explores contact center solution decision makers' investment priorities for a wide variety of contact center and CX solutions, discovers interaction trends, evaluates CSAT scores, and identifies the benefits and challenges of AI implementation.
The survey was conducted across major verticals, business sizes, and regions via an online survey.
Respondents were located in the following regions:
- North America
- Latin America
- Europe
- Asia Pacific
- Middle East
The verticals we focused on included:
IT/Communications
- Banking/Finance/Insurance (BFSI)
- Healthcare
- Retail
- Manufacturing
- Travel and Hospitality
- CC Outsourcers
- Public Administration
The findings from this study will help solution providers evaluate which technologies best support their customers, while enabling businesses and contact center environments to benchmark against competitors.
Author: Alpa Shah
Research Objectives and Methodology
Respondent Profile
Key Changes in CX Investment Trends 2024 to 2025
What are the top business objectives?
What is top of mind for CX leaders?
How has channel support changed since 2024?
How will businesses hyper-personalize CX?
Which contact center solutions will CX leaders invest in?
Are businesses moving their contact center solutions to the cloud?
How does cloud adoption differ by region?
How do Businesses Select a CX Solution Provider?
Which type of agent desktop interface is preferred?
What are the top integration challenges and preferences for contact centers?
How are Businesses Making their CX Solution Purchase Decisions?
Outsourcing Trends
Where is AI proving to be beneficial for contact centers?
Are contact centers reducing the agent workforce?
What are some valuable correlations found in the survey?
How do businesses want to pay for CX solutions?
Employee NPS by Number of System Solutions that Businesses Deploy to Support Agents
The Last Word
Growth Opportunities Fuel the Growth Pipeline Engine™
Why is it Increasingly Difficult to Grow?
The Strategic Imperative 8™
Benefits and Impacts of Growth Opportunities
Next Steps
List of Exhibits
Legal Disclaimer
Speak directly with our analytics experts for tailored recommendations.
Recent related Contact Centers research
03 Aug 2026 | Asia Pacific | Frost Radar
Frost Radar™: Customer Experience Platforms in Asia-Pacific, 2026
Customer experience (CX) platforms serve as the operational and intelligence layer through which organizations manage, orchestrate, and continuously optimize customer interactions across every channel and touchpoint. As contact centers evolve beyond traditional voice interactions to include digital ...
17 Jul 2026 | Latin America | Frost Radar
Frost Radar™: Customer Experience Platforms in Latin America, 2026
Customer experience (CX) platforms orchestrate the complexity of modern customer interactions across multiple channels and touchpoints along the entire customer journey, delivering seamless, consistent, and personalized customer experiences. Frost & Sullivan research on this industry includes close ...
03 Jul 2026 | Global | Frost Radar
Frost Radar™: EMEA Customer Experience Platforms, 2026
Customer experience (CX) platforms serve as the operational and intelligence layer through which organizations manage, orchestrate, and continuously optimize customer interactions across every channel and touchpoint. As contact center boundaries expand to encompass digital self-service, AI-driven re...
01 Jul 2026 | Global | Market Research
Global Customer Experience Platforms Market (Premise-based and CCaaS), Forecast to 2030
Abstract: The global Customer Experience Platforms market achieved solid growth in 2025, driven by an acceleration of AI-based and advanced capabilities in contact center implementations. As organizations increasingly realize that providing superior CX is fundamental for competitive differentiation,...
29 Jun 2026 | Global | Market Research
Growth Opportunities in Global Workforce Engagement Management, 2026
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 interac...
Purchase includes:
- Report download
- Growth Dialog™ with our experts
Growth Dialog™
A tailored session with you where we identify the:- Strategic Imperatives
- Growth Opportunities
- Best Practices
- Companies to Action
Impacting your company's future growth potential.
This study explores contact center solution decision makers' investment priorities for a wide variety of contact center and CX solutions, discovers interaction trends, evaluates CSAT scores, and identifies the benefits and challenges of AI implementation.
The survey was conducted across major verticals, business sizes, and regions via an online survey. Respondents were located in the following regions: - North America - Latin America - Europe - Asia Pacific - Middle East
The verticals we focused on included: IT/Communications - Banking/Finance/Insurance (BFSI) - Healthcare - Retail - Manufacturing - Travel and Hospitality - CC Outsourcers - Public Administration
The findings from this study will help solution providers evaluate which technologies best support their customers, while enabling businesses and contact center environments to benchmark against competitors.
Author: Alpa Shah
| Deliverable Type | Customer Research |
|---|---|
| Industries | Information Technology |
| No Index | No |
| Is Prebook | No |
| Keyword 1 | contact center market |
| Keyword 2 | AI-powered contact centers |
| Keyword 3 | customer experience automation |
| Podcast | No |
| Predecessor | None |
| WIP Number | KB53-01-00-00-00 |