Industries Market Research Reports

New customer interaction channels are accelerating the adoption of multi-channel contact center routing. But the contact center industry is moving to create an omni-channel experience where cross channel customer engagement is seamless. This Market Insight examines the extent to which new channels are changing the contact center and the Customer ...

Social customer collaboration sites create and foster external and/or internal user communities that enable the resolution of customers issues, from finding information to resolving problems, and help build customer loyalty. In the process, they enable companies to rapidly identify and capitalize on business opportunities and market trends.

A burgeoning demand for chip-based payment cards and electronic documents fuel the growth in the smart card market. Although the SIM card market is slowing down in terms of unit shipment and revenue, the migration to the EMV standard and the digitalisation of public services is resulting in a greater demand for smart cards in the payment industry a...

The defining characteristic of social media is that the conversations that take place on this channel are public. It is this value that gives the social channel its power, but it is one that poses risks to organizations, their employees, and their customers. Social media practices, laws, and regulations that touch on the public nature of this chann...

Cloud computing is a growing market with increasing interest from enterprises that want to transition from legacy technology to the cloud. In considering cloud adoption, enterprises have different views regarding definitions for and types of cloud models, benefits arising from use of cloud services, and strategies for implementation. Conducted in c...

Cloud computing represents the next step in the evolution of service delivery over networks. This market insight presents the results of in-depth interviews that Frost & Sullivan conducted with 91 medium and large enterprises concerning cloud computing adoption trends in Mexico. Issues covered in this insight discuss the market drivers and restrain...

When it comes to the contact center industry, recent events such as Hurricane Sandy and the Boston Marathon bombing have brought the topic of business continuity and disaster recovery back into the spotlight. Meanwhile, a host of factors such as a general reluctance on the part of corporations to adequately invest in disaster response, more demand...

The NAC market is emerging from a period of customer disillusionment that has limited growth and forced many vendors out of the market. However, the market is poised for significant market growth resulting from strong customer interest in bring-your-own-device (BYOD) security practices. NAC offers unique functionality that represents compelling val...

Enterprises are adopting what Frost & Sullivan calls new telephone and computing endpoints, solutions in the form of wireless devices, soft phones, and virtual desktop infrastructure (VDI). This Market Insight examines the extent to which technology is changing the contact center and proposes a set of recommendations to consider.