Contact Centers

Contact centers are slated to go through major changes in the coming future. The rise of cloud technology, big data and analytics and social media will change how contact centers are operated, bringing new found efficiencies to the incumbent outsourced contact centre model, making customer service and customer experience a significant differentiator and pushing it to the top of the priority list of organizations.

Frost & Sullivan’s Information Technology research and consulting programs look at conventional and unconventional technologies, with specific focus on top-level potential disruptors such as cybersecurity, artificial intelligence, machine learning, and IOT or the Internet of Things. In the contact center market, we look at:

  • Solution providers in varying segments
  • Big data analytics and their applications in contact centers
  • Web and mobile engagement
  • Complex sales, service, and support opportunities and issues
  • Web experience personalization

We work closely with the world’s largest IT firms and upcoming disruptive start-ups to predict macro and micro trends related to products, services, technology and business models that can define growth. Tailored, customized solutions provide clients with the best strategies for growth, supported by the right key data points researched to meet the client’s needs and the specific engagement. Our research spans broadly across the sector and provides deep insights into specific markets in the most significant areas of IT and the IT industry.

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18 Aug 2021  |  Latin America

Frost Radar™: Latin American Cloud Contact Center Market, 2021

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

As the Latin American contact center market keeps maturing, many customers are looking to the cloud to provide quicker access to enhanced features and as an attractive alternative to maintaining on-premises systems. During 2020, new and improved cloud contact center offerings were already available in the region, igniting adoption among customers f...

USD 4,950.00
09 Aug 2021  |  Global

Social Media Analytics Transforming Global Customer Experience (CX) Services

Businesses are Integrating Customer Service and Social Media to Reach their Customers Faster and Through their Preferred Channels

Social media analytics is the process of evaluating and examining data about conversations on social media platforms to understand customer preferences and gain competitive intelligence. Social media analytics can be predictive, prescriptive, or descriptive and help businesses understand different parts of a problem, thereby enabling them to tackle...

USD 2,450.00
22 Jul 2021  |  North America

Global Visual Engagement Tools Growth Opportunities

Innovative Visual Communications Technologies Drive Transformational Growth

Businesses are increasingly required to provide responsive and adaptable customer service by answering questions, solving problems, and giving advice to customers in a conversational, human, and effective way. With the increase in the number of smartphones and other connected devices with cameras, and millennials becoming a significant consumer seg...

USD 2,450.00
08 Jul 2021  |  Asia Pacific

Philippines Telecommunications Customer Experience Management Study 2021

Benchmarking Industry Excellence in Delivering a Superior Customer Experience

Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across functions, products and services, and various touchpoints. Frost & Sullivan evaluates the customer experiences of the telecommunications sector in the Philippines, examining the critical factors influencing customer behavior through...

USD 4,950.00
07 Jul 2021  |  Asia Pacific

Philippines Retail Banking Customer Experience Management Study 2021

Benchmarking Industry Excellence in Delivering a Superior Customer Experience

Frost & Sullivan's Customer Experience Management study in the retail banking sector explores customer experience among banking providers in the Philippines, mainly the Philippine National Bank (PNB), BDO Unibank, Bank of the Philippine Islands (BPI), Metrobank, Union Bank, and Landbank. Customer experience is the accumulation of a customer's exper...

USD 4,950.00
31 May 2021  |  Asia Pacific

Indonesian Banking Customer Experience Management Study 2021

Benchmarking Industry Excellence in Delivering a Superior Customer Experience

Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across functions, products, services, and touchpoints. This study adopts the proprietary Customer Experience Index methodology and the widely used Net Promoter Score metric to understand the dynamics between customers and retail banks in I...

USD 4,950.00
28 May 2021  |  Asia Pacific

Indonesian Telecommunications Customer Experience Management Study 2021

Benchmarking Industry Excellence in Delivering a Superior Customer Experience

Indonesia continues to capitalize on the growing number of telecommunications users in Southeast Asia as many individuals rely on various telecommunications services and products for both personal and business uses. Frost & Sullivans Customer Experience Management study on the countrys telecommunications sector explores how customers perceive their...

USD 4,950.00
27 May 2021  |  North America

Improving Customer Journeys with Biometric Authentication Systems

Biometric Technologies Enhance the Customer Experience While Complying with the Highest Security Standards

The global biometrics market is growing fast because of the ubiquity of some biometric modalities, such as fingerprint and facial recognition. The deployment of biometric technologies is increasing across different business sectors because of their ease of use, high security and assurance, and quick scalability. In recent years, businesses have be...

USD 2,450.00
25 May 2021  |  North America

Frost Radar™: North American Enterprise Cloud Contact Center Market, 2021

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

The global cloud contact center market generated $2.7 billion in 2019, recording 15.4% growth year-over-year from 2018. Revenue will increase at a 15.3% compound annual growth rate to reach $7.4 billion by 2026. Small and medium-sized contact centers have been steadily migrating to cloud-based technologies; the expansion of hybrid cloud offerings a...

USD 4,950.00
07 May 2021  |  Latin America

Cloud, Digital, and Omnichannel Drive Contact Center Solutions Market Growth in Latin America and the Caribbean

The Post-Pandemic Scenario will See a Consolidated Hybrid Environment that Creates Opportunities for Vendor Differentiation

2020 was a disruptive year for the entire world and for the CX & CC landscape. The COVID-19 pandemic has pushed every contact center in the region to embrace the work-at-home-agent (WAHA) modality and move their employees out of their offices to their homes (65.3% of the outsourced agents in CALA were working remotely by the end of May 2020). Due t...

USD 4,950.00

Showing 1-10 of 197