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19 Dec 2024  |  Global  |  Frost Radar
Frost Radar™: Workforce Engagement Management, 2024
A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines
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...
$4,950.00 -
06 Dec 2024  |  Global  |  Market Research
ESG Initiatives in the Contact Center, 2024
Sustainability is Just the Start—Updating CCaaS Providers’ Opportunities Through Broader ESG Strategies
Frost & Sullivan’s June 2022 study, Sustainability and Circularity Matters—Contact Center Growth Opportunities Under the ESG Umbrella (K747-76), focused on CC service providers’ sustainability efforts as low-hanging fruit for progress in the broader ESG area. This analysis serves as a broader update to the June 2022 study. Some industries, i...
$2,450.00 -
16 Oct 2024  |  Global  |  Market Research
Customer Experience Management in North America, Forecast to 2029
The Market is Ripe for Disruption due to Gen AI
Over the course of the projection period, the market for CX management is expected to expand. This is mostly due to two factors: 1) the growing recognition of CX as a potent tool for competitive advantage, and 2) the increasing motivation for businesses to outsource their CX activities. This market is poised for disruption due to the emergence o...
$4,950.00 -
15 Oct 2024  |  Global  |  Frost Radar
Frost Radar™: North America Enterprise Cloud Contact Centers, 2024
A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines
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...
$4,950.00 -
24 Sep 2024  |  Global  |  Frost Radar
Frost Radar™: Communications Platform as a Service, 2024
A Benchmarking System to Spark Companies to Action Innovation that Fuels New Deal Flow and Growth Pipelines
Frost & Sullivan defines communications platforms as a service (CPaaS) as any cloud-based platform that enables developers to programmatically embed voice, video, chat, and messaging services in their business or consumer applications and workflows. In nearly all cases, the embedded communications and collaboration services leveraged through a CPaa...
$4,950.00 -
20 Sep 2024  |  Global  |  Market Research
Growth Opportunities in Global Customer Relationship Management, 2024
Integrable, Easy-to-use CRM Solutions with AI and Data Analytics Enable Personalized Customer Experiences
To deliver excellent customer experience, organizations require a single view of customers across all touchpoints, which they can achieve through customer relationship management (CRM) solutions. Businesses aim to capture and leverage the wealth of available customer data to have profitable, productive, value-rich, experience-enhancing, and loyalty...
$2,450.00 -
06 Sep 2024  |  Global  |  Frost Radar
Frost Radar™: Voice of Customer Analytics, 2024
A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines
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 ...
$4,950.00 -
30 Aug 2024  |  Global  |  Frost Radar
Frost Radar™: Cloud Contact Centers in Asia-Pacific, 2024
A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines
This Frost Radar has ranked the key companies in the Asia-Pacific cloud contact center services industry using their Growth and Innovation scores as highlighted in the Frost Radar methodology. Frost & Sullivan analyzes numerous companies in an industry. Those selected for further analysis based on their leadership or other distinctions are benchm...
$4,950.00 -
29 Jul 2024  |  Global  |  Frost Radar
Frost Radar™: Cloud Contact Centers in Latin America, 2024
A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines
This Frost Radar reveals the positioning of key companies in the Latin American cloud contact center as a service (CCaaS) industry using their Growth and Innovation scores as highlighted in the Frost Radar methodology. Frost & Sullivan analyzes numerous companies in an industry. Those selected for further analysis based on their leadership or oth...
$4,950.00 -
27 Jun 2024  |  Global  |  Market Research
Knowledge Management Growth Opportunities
Improving Knowledge Management as a Top Business Priority to Unlock Future Growth Potential
Knowledge management (KM) is a mature technology applicable to all businesses and used in every type of enterprise and industry vertical. Though KM initially meant content management, it now enables the creation, publication, and management of data and information from an infinite number of sources, such as documents, video, databases, call logs, s...
$2,450.00