1. 02 Feb 2024  |  Global  |  Market Research

    Advancements in Contact Center Workforce Optimization Global

    Innovation Powered by AI Is Accelerating Contact Center Growth Opportunities

    Frost & Sullivan defines workforce optimization (WFO) as a strategy to integrate disparate contact center workforce applications, monitor and analyze customer and agent interactions, and automate processes to optimize resources. WFO is an important segment of the contact center industry because it drives performance, agent engagement, and an improv...

  2. 24 Jan 2024  |  Latin America  |  Market Research

    Global Customer Experience (CX) Outsourcing Services Growth Opportunities

    Tailored Customer Experiences Bring New Opportunities for Differentiation

    The global CX outsourcing services market is expected to expand throughout the forecast period due to the growing recognition of CX as a key competitive differentiator and compelling incentives for businesses to outsource their CX activities. The market is poised to experience moderate disruption due to the emergence of generative AI technology,...

  3. 12 Dec 2023  |  Asia Pacific  |  Market Research

    Asia-Pacific Contact Center Applications Tracker, 2023

    Digital, Omnichannel, and Cloud Applications Drive Growth of Contact Center Solutions in Asia-Pacific

    The Asia-Pacific contact center applications market grew by 6.9% in 2022 and is projected to grow at a compound annual growth rate (CAGR) of 4.4% from $881.9 million in 2022 to $1,193.5 million in 2029, driven by cloud migration, system upgrades, and increased investments in advanced applications, such as analytics and workforce management. Vietnam...

  4. 06 Dec 2023  |  Global  |  Market Research

    A Deep Dive into Customer Perspectives from the 2023 Customer Contact West MindXchange

    Employee Experiences Top Priority for 2024

    The 19th Annual Customer Contact West: A Frost & Sullivan Executive MindxChange brought thought leaders from around the globe to Huntington Beach, California to tackle their challenges with other customer experience (CX) experts. Participants discussed their shared challenges, successful customer solution implementations, and strategies for improvi...

  5. 16 May 2023  |  Global  |  Market Research

    Beyond ChatGPT—Understanding the Impact of Large Language Model Driven Generative AI

    How the Contact Center Industry is Benefitting from AI Innovation

    The recent introduction of ChatGPT from artificial intelligence (AI) firm OpenAI has captured the imagination of the world and moved AI further into mainstream conversation. ChatGPT is “humanizing” AI in a way that has not been experienced before, generating impressive content from relatively simple requests (or prompts) written in natural lang...


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  6. 23 Mar 2023  |  North America  |  Market Research

    Conversational AI is Now the Heart of Customer Experience

    Consumer Demand for Self service Options and Employee Need for More Engaged Experiences Drive Contact Centers’ Technology Adoption

    Artificial Intelligence (AI) is the shining star of contact center innovation and began gaining features, focus, and adoption in 2022. AI is enhancing capabilities across the contact center spectrum: from agent hiring and training, resource forecasting, and quality and performance management to process automation, workforce optimization, and custom...


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  7. 23 Mar 2023  |  Latin America  |  Market Research

    Cloud Contact Center Solution Market in Latin America, Forecast to 2029

    Automation, AI, and Analytics Create Opportunities for Differentiation

    The LATAM cloud contact center (CC) market grew substantially in 2022, driven by accelerated migration from premises-based contact center implementations. As organizations realize that providing superior customer experience (CX) is fundamental for competitive differentiation, they respond to growing customer expectations by delivering seamless, eff...


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  8. 23 Dec 2022  |  North America  |  Market Research

    Global Customer Relationship Management Growth Opportunities, 2022

    Uncap Future Growth Potential with CRM Technology

    To deliver a great customer experience, organizations today want a single view of customers across all touchpoints, which can be achieved through customer relationship management (CRM) solutions. The goal for businesses is to capture and leverage the wealth of available customer data to have profitable, productive, value-rich, experience-enhancing,...


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  9. 01 Dec 2022  |  North America  |  Market Research

    Top Takeaways from the 18th Annual Customer Contact West—A Frost & Sullivan Executive Mindxchange

    Employee Engagement Rises to the Top of Business Objectives

    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. ...


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  10. 03 Nov 2022  |  Latin America  |  Market Research

    Customer Experience Outsourcing Services Market in Latin America and the Caribbean, Forecast to 2028

    AI-based Technologies Bring New Growth Opportunities for Service Providers

    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...


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