1. 18 Dec 2013  |  North America  |  Market Research

    Analysis of the Global Web and Email Content Security Market

    Market Consolidation Looms

    Organizations face the complexity of mitigating quickly evolving malware, maintaining productivity, and meeting compliance. Web and e-mail content security are security software platforms that address this need by serving serve the primary functions: (1) protect against Web-based malware and targeted cyber-attack, (2) prevent access to inappropri...

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  2. 11 Dec 2013  |  North America  |  Market Research

    North American Contact Center Outsourcing Market

    Multichannel and Technology-enabled Solutions to Drive Growth

    This market analysis provides market sizing and forecasts for the North American contact center outsourcing market. North American market revenue represents revenues derived from clients based in North America, regardless of fulfillment model. This includes onshore, nearshore, offshore, home-agent, automated and technology-based solutions. This mar...

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  3. 10 Dec 2013  |  North America  |  Market Research

    Global Managed Security Services Market

    Regulatory Compliance and Advanced Threat Protection Induce Organizations to Outsource Security

    The global managed security services market continues to grow at double-digit rates. An increasingly complex and voluminous threat environment, ever-changing regulatory compliance frameworks, and the lack of internal expertise have incentivized organizations to consider engagements with a managed security service provider. In this research service,...

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  4. 03 Dec 2013  |  North America  |  Market Research

    Opportunities in a Mature Contact Center Market

    Growth in Hosted ACD, Chat, and Integration with UC Systems

    Frost & Sullivan forecasts that the total number of contact center seats will shrink from 4.1 million in 2012 to 4 million by 2017. Even so, there are opportunities for vendors in this mature market. For example, consider hosted solutions. Hosted delivery allows companies to cut costs by buying only the applications and capacity they need, an attra...

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  5. 03 Dec 2013  |  North America  |  Market Research

    The Rise of Cloud-based Omni-Channel Customer Contact

    Companies are Moving to Serve Customers Anytime, Anywhere Including Inside Stores

    Todays customers expect companies to provide a consistent and high quality Customer Experience, regardless of channel, including walk-in retail. Omni-channel strategies that integrate the Web, contact center, and retail channels (and subject matter experts), are becoming increasingly prominent in pursuit of a quality Customer Experience. The di...

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  6. 18 Nov 2013  |  North America  |  Market Research

    Analyzing Customers' Social Voices

    Companies are Turning to Social Media Analytics to Gain Customer Insights

    Social media contains information and insights that help companies identify issues, threats, trends, sales opportunities, and influential buyers. It provides knowledge about customers, partners, competitors, and employees, and it helps deepen customer and staff relationships. Social media analytics has emerged as a powerful tool to measure social-s...

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  7. 31 Oct 2013  |  North America  |  Market Research

    Collaborating to Improve the Customer Experience

    Customer Collaboration is Emerging as an Effective Customer Sales and Support Tool

    Customer collaboration, which includes conferencing, co-browsing, and remote support, can improve the customer experience in handling complex issues and in successfully concluding sales opportunities. It accomplishes these goals by enabling contact center agents to bring in knowledgeable colleagues and subject matter experts (SMEs) into the convers...

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  8. 25 Oct 2013  |  North America  |  Market Research

    Analysis of the North America Managed Security Services Market

    Positioned for Growth in a Time of Uncertainty

    Managed Security Service Providers (MSSPs) monitor clients' IT infrastructure from the vendors' security operating centers (SOCs) to respond to anomalies and threats to data and communications. Customers are attracted to MSSPs because the MSSP maintains a deeper expertise in security and the outsourcing of non-core business functions increases orga...

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  9. 17 Oct 2013  |  North America  |  Market Research

    The Sophisticated Virtual Agent

    Changing the Face of Self-Service

    The focus of this Market Insight is the use of speech or text-driven agents as a supplement to or replacement for live agents in the contact center. Interactive Voice Response systems (IVR) and other self-service channels have been used to offload more expensive agents in the contact center for decades. More recently, Virtual Agents  automated, ...

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  10. 01 Oct 2013  |  North America  |  Market Research

    Integrating Social Media into CRM

    Strategies and Tactics for Incorporating Social Comments and Influence into Customer Value

    The growth of social media is shaking up corporate customer relationship management (CRM) strategies. It is prompting firms to reconsider the customer referral value component in customer value as it allows customers to expand their social networks beyond their immediate circles of family, friends, colleagues, neighbors, and acquaintances. Compani...

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