Industries

Organizations across the board realize the increasing importance of customer experience (CX) in driving business success and delivering an excellent experience as a competitive differentiator. Customers view positive experiences as highly personalized, relevant, and proactive, involving engaging interactions and immediate issue resolution. Incre...

The Asia-Pacific contact center applications market generated $825.3 million in revenue in 2021, registering an annual growth of 9.5%. Though COVID-19 clouded the outlook at the beginning of the year, technology upgrades, cloud migration, and the adoption of analytics, automation, and self-service applications drove market growth. The market is set...

When COVID-19 lockdowns in early 2020 forced businesses to close physical locations, demand for digital options soared as employees shifted to working from home and customers sought alternative means of interaction. Australian organizations made major changes to their processes and technology to address the initial crisis. Their contact centers wer...

This paper will provide the top takeaways from the insightful the 18h Annual Customer Contact West: A Frost & Sullivan Executive MindXchange and showcase some real-life examples of companies that successfully managed the challenges that COVID-19 brought forth and their plans to manage through the economic downturn companies are dealing with today. ...

The customer experience (CX) outsourcing services landscape will sustain a strong growth trajectory during the next five years. Two drivers will fuel this momentum: the increasing acceptance of CX as a formidable competitive differentiation strategy and undeniable incentives for companies to outsource their CX operations. For the third year in a...

The CX outsourcing services landscape is set to grow throughout the forecast period. Two key reasons lie behind this: 1) the increasing acceptance of CX as a formidable competitive weapon; and 2) growing incentives for companies to outsource their CX operations. Improving CX appears as the number one business goal priority in the Frost & Sulliva...

01 Nov 2022  |  North America  |  Frost Radar

Frost Radar™: Global Business Process Management Services, 2022

A Benchmarking System to Spark Companies to Action—Innovation that Fuels New Deal Flow and Growth Pipelines

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The global business process management (BPM) services market is highly competitive and fragmented due to the influx of global and local IT services, BPM services, consulting services, contact center services, and digital solutions companies. Growth across the global BPM services market has accelerated competition and forced service providers to...

The global CCaaS market generated revenue of $4.99 billion in 2021, a 21.6% increase from 2020. Frost & Sullivan projects that revenue will increase at a 13.2% compound annual growth rate to reach $9.29 billion by 2026. The North American CCaaS market contributed $3.03 billion of that 2021 amount (representing 14.2% year-over-year growth) and is ex...

This study provides forecasts for the customer service (CX) outsourcing market in the Asia-Pacific for 2023 to 2028. Improving CX has been a consistent priority for organizations across the board for the last few years, with decision-makers realizing that providing a superior CX is a must for any company that wants to stay relevant. This is bringin...