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  1. 28 Dec 2016  |  North America  |  Market Research

    The North American Enterprise Mobility Management (EMM) Market

    Managing and Securing Today's Explosion of Data and Devices

    The North American EMM market is in a state of flux, rapidly evolving from standalone mobile device management (MDM) and now transitioning into an expansive unified endpoint management (UEM) experience that also encompasses desktop computers, wearables, and select smart IoT (Internet of Things) devices. How providers manage this evolution will impa...

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  2. 20 Dec 2016  |  North America  |  Market Research

    North American Cellular Carrier Overview for the Internet of Things, 2016

    The Role of Carriers Evolves from Connectivity Providers to Supporting Solution Providers in Larger IoT Ecosystems

    The Internet of Things (IoT) market landscape has changed significantly over the past 2 years. Since the transition from machine-to-machine (M2M), the focus has changed from connecting devices to building an ecosystem to manage devices, derive actionable data, and use this data to make decisions, all while protecting data from point of capture to p...

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  3. 15 Dec 2016  |  North America  |  Market Research

    Virtual Assistant Invasion—Will They Take Over the Contact Center

    Advancements in Speech Technologies, Big Data and AI Unlock Growth Potential for Customer Care

    Employing advancements in technologies such as artificial intelligence (AI), machine learning (ML), Big Data and Analytics (BDA), and natural language processing (NLP), VAs are emerging as viable self-service options across industries. Investigating VAs as part of an omnichannel and digital transformation strategy should be a strategic imperative f...

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  4. 14 Nov 2016  |  North America  |  Market Research

    Akamai’s Media Pricing Cuts Fail to Address the Company’s Underlying Issues

    Akamai Should Consider Exiting the Media Business and Focus onWeb Performance and Security Product Lines

    Akamai must formulate a viable strategy to succeed in an industry that is volatile with thin margins. The company has a commoditized service offering and deals with customers that compete against it. It is challenged both by cloud providers that have more scale and ways to make money, and by competitors that have distinct CapEx advantages. Akamai i...

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  5. 14 Nov 2016  |  North America  |  Market Research

    Akamai Introduces “Fast Purge” Solution Despite Concerns Over Speed and Scale

    Competitors Highlight Akamai’s Purging Limitations to Win Market Deals

    Akamai is well aware of the major content purging limitations of its platform and has been building a new system, which allows purging within a few seconds. Accordingly, Akamai’s new “Fast Purge” solution enables its customers to invalidate or delete their content from all of Akamai’s Edge servers through API and UI in “approximately 5 se...

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  6. 11 Nov 2016  |  North America  |  Market Research

    Twitter’s NFL Stream Challenged by Lack of Engagement and Profitable Business Model

    For the forseeable future, the NFL will not go much beyond experimenting with live streaming on platforms like Twitter.

    Despite some of the positive commentary about the quality of Twitter's NFL live stream, there has been much less discussion about the user interface experience or the fact that Twitter can’t cover its licensing costs via any advertising model. What Twitter is doing with the NFL games is interesting, but it lacks engagement and is a loss leader fo...

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  7. 11 Nov 2016  |  North America  |  Market Research

    Global Automated Teller Machines Market, 2016

    Vendors Target China and India for Growth Opportunities as Traditional Markets Hit Saturation

    This market insight provides unit shipment forecasts, segmentation by region, and market share analysis for the global automated teller machines market. The regional forecast is global, and covers the North America and Latin America, Europe, the Middle East, and Africa (EMEA), and Asia-Pacific (APAC) regions. Market drivers and restraints are ranke...

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  8. 10 Nov 2016  |  North America  |  Market Research

    Enhancing Omnichannel Agent Productivity

    Guided Assistance, Desktop Automation, Displays, Robotic Process Automation (RPA), Excellent Supervision, and Workforce Optimization (WFO) Maximize Va

    There is no substitute for the human touch provided by omnichannel contact center agents when connecting virtually with customers for complex service and sales support issues. Agents are the linchpin to successful and profitable Customer Experiences (CXs). But it’s costly to hire, train, manage, accommodate, and equip agents to perform these esse...

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  9. 10 Nov 2016  |  North America  |  Market Research

    Customer Experience Strategies

    Linking Customer Delight with Operational Efficiencies

    This Market Insight will compare and contrast 3 separate case studies; a variety of, sometimes unconventional, customer experience strategies from travel, healthcare and financial services. Companies today are desperately looking for ways to map Omnichannel strategies to their customer marketing strategies - thus taking out cost, streamlining opera...

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  10. 10 Nov 2016  |  North America  |  Market Research

    Key BPO Technology Initiatives

    Outsourcers Forging Ahead with Digital Intelligence

    The customer care outsourcing segment supporting carevolumes for North America is mature, highly fragmented, and competitive. Frost & Sullivan research has found that there are hundreds of customer care outsourcers in North America. While competition among vendors is fierce, there are fewer than twenty global Tier I outsourcing firms that dominate ...

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