Industries Market Research Reports

This short study takes a closer look at the cybersecurity behavior of executives, CISOs, and other decision-makers in the United States participating in Frost & Sullivan's Voice of the Enterprise Security Customer survey. It explores American organizations' cybersecurity drivers, top priority areas, readiness, and concerns as well as other factors ...

10 May 2023  |  North America  |  Customer Research

Retail Contact Center Growth Opportunities in North America—2023

Successful Providers Must Bridge the Physical and Digital Realms

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Key Benefits

Preparing for a pandemic that lifts or redescends is top of mind for retailers that must navigate increasing foot traffic in stores and in malls with a large retail footprint. To mitigate economic headwinds, customer retention is key. Malls and retailers need new ways to entice pandemic-weary customers, and retailers must find the optimal mix of di...

Frost & Sullivan's annual survey of contact center solution decision-makers revealed that employee engagement is a top priority for contact center organizations in 2023. Organizations with more employee engagement initiatives benefit from higher employee satisfaction (eNPS) levels and lower attrition. Those with more solutions that support employee...

The retail industry had undergone significant change in the past decade, witnessed by the shift from in-store to online shopping and digital engagement. Digital customer care rapidly expanded with new channels on the web, mobile apps, and social media, and older channels, such as chat and interactive voice response (IVR), embellished with new tech...

Frost & Sullivan surveyed 661 IT decision-makers around the globe to IT/Communications to gain a deeper understanding of the impact of COVID-19 and their plans to exceed CX expectations as the world recovers from the pandemic. COVID-19 accelerated the move towards self-service, allowing many companies to invest in technology that deflects calls...

The Software-defined Wide Area Network (SD-WAN) has advanced to the growth stage from an early growth phase of the product lifecycle. In Frost & Sullivans 2018 survey, we found that enterprises were aware of the benefits of SD-WAN and prepared for its deployment. Since then, enterprise decision-makers have focused on upgrading network capabilities ...