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.

  1. 16 May 2023  |  Global

    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...

  2. 10 May 2023  |  North America

    Retail Contact Center Growth Opportunities in North America—2023

    Successful Providers Must Bridge the Physical and Digital Realms

    Preparing for a pandemic that lifts or redescends is top of mind for retailers that must navigate increasing foot traffic in stores and in malls with a large retail footprint. To mitigate economic headwinds, customer retention is key. Malls and retailers need new ways to entice pandemic-weary customers, and retailers must find the optimal mix of di...

  3. 28 Apr 2023  |  Global

    Contact Center Digital Transformation in the Healthcare Industry: A Customer Perspective, Global, 2023 to 2024

    Employee Engagement is the Top Corporate Objective

    Patients are consumers and expect excellent customer service for every product and service they buy. Patients invest in their health and set self-care management goals and play an active role in attaining health services. Improving a patient’s experience with digital solutions that give them more power is becoming the norm. These solutions includ...

  4. 27 Apr 2023  |  Europe

    Frost Radar™: European Cloud Contact Center Market, 2023

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

    In a field of more than 100 industry participants in Europe, Frost & Sullivan independently plotted the top 20 cloud contact center companies across two key indices of growth and innovation.

  5. 06 Apr 2023  |  Asia Pacific

    Frost Radar™: Cloud Contact Center Services in Asia-Pacific, 2023

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

    The APAC cloud contact center solutions market is in the growth stage and generated revenue of $423.1 million in 2022, recording 19.4% growth year over year from 2021. Frost & Sullivan projects that the market will expand at a 12.8% compound annual growth rate to reach $771.1 million by 2027. Large enterprise clients in mature markets, includin...

  6. 23 Mar 2023  |  North America

    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...

  7. 23 Mar 2023  |  Latin America

    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...

  8. 07 Mar 2023  |  North America

    Global Customer Experience (CX) Outsourcing Growth Opportunities

    Future Growth Potential is Driven by the Advancement of Digital CX

    Brands use outsourcing as a competitive strategy to unlock a range of benefits, including cost savings, best-in-class technology, and business flexibility. Outsourcing also helps them access skilled talent and different locations and delivery models. Customer experience (CX) outsourcing vendors partner with clients to understand their business chal...

  9. 02 Mar 2023  |  North America

    Navigating Digital Transformation in Contact Centers—A Customer Perspective, Global, 2023 to 2024

    Employee Engagement is the Top Corporate Objective

    Frost & Sullivan's annual survey of contact center solution decision-makers revealed that employee engagement is a top priority for contact center organizations in 2023. Organizations with more employee engagement initiatives benefit from higher employee satisfaction (eNPS) levels and lower attrition. Those with more solutions that support employee...

  10. 27 Jan 2023  |  Latin America

    Frost Radar™: Customer Experience Outsourcing Services in Latin America, 2022

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

    The customer experience (CX) outsourcing services landscape is expected to sustain a strong growth trajectory during the next 5 years. Two drivers will fuel this momentum: increasing acceptance of CX as a formidable competitive differentiation strategy and compelling incentives for companies to outsource their CX operations. Improving CX ranked ...