Industries Market Research Reports

Businesses want customer relationship management (CRM) software that unifies all data related to customers and deals, and provides advanced integrations with business applications and advanced security. The CRM industry is in the growth phase, with solution providers consolidating. Some providers offer combined CRM suites while others offer sta...

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,...

The overall research objective is to measure the current use and future decision making behavior toward contact center solutions in the following industries: Education, IT/Communications, Financial Services, Government, Healthcare, Manufacturing, Outsourcing, Retail & Consumer, and Travel & Hospitality. Technologies covered: • Interactive Voic...

25 Sep 2017  |  North America  |  Market Research

Growth Opportunities in the North American Contact Center Systems Market, Forecast to 2021

Still Under Cloudy Skies, System Sales See Recovery

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New analysis from Frost & Sullivan's Digital Transformation program titled Growth Opportunities in the North America Contact Center Systems Market finds that despite healthy growth in the cloud contact center market, in 2016, the market for on-premises contact center systems recovered slightly after several years of decline. Contact center analytic...

22 Sep 2017  |  North America  |  Market Research

Growth Opportunities in the North American Hosted/Cloud Contact Center Market, Forecast to 2021

Enhanced WFO and Analytics Fuel the Drive to Digital Transformation of Customer Care

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New analysis from Frost & Sullivan's Digital Transformation program titled Growth Opportunities in the North America Hosted/Cloud Contact Center Market finds that the market for cloud contact centers continues to increase. The acceleration of omnichannel and digital transformation, coupled with the C-suite demands for stronger and swifter growth, i...

The Contact Center Outsourcing (CCO) Services Market in Latin America experienced high growth in the offshore segment, while the domestic business was negatively affected by the regional economic crisis. The United States consolidated as the main market for offshoring, while Latam-shore activities grew driven by Latin America companies looking to ...

Customers are becoming more reliant on computer hardware, software, and services in their lives and work. And while customers have had to become more knowledgeable about the technologies they own, use, and access, there also have been critical changes to the customer support landscape. Meanwhile, today’s customers are more anxious and demanding o...

Customers have higher excellent CX expectations. They seek personalized short or no wait interactions with highly trained agents who are suited to serve their unique needs. Customers expect companies to understand the full context of their communications histories. They do not want to repeat information when switching channels, resuming conversat...

25 Jul 2017  |  North America  |  Market Research

North American Contact Center Location Trends, Forecast to 2022

A Stronger Economy & High Customer Expectations Are Driving Growth, but Automation and Income Changes Loom

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Economic growth, consumer and business spending, and growing customer expectations for excellent customer experiences (CXs) are spurring higher American and Canadian contact center demand. As a result, CX-sensitive higher valued omnichannel contact centers will be set up, expand, and stay onshore, and return from nearshore and offshore locations, ...