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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24 Apr 2020  |  North America

Addressing the Experience Delivery Gap

A Sine Qua Non for Making CX an Organization-wide Priority

Today, the experience economy is in full swing, strongly impacting organizations and their business models. In this new era, user experience is key to creating value. It is no longer just about the quality of a product or a service; it is about the emotions and experiences that clients have when they consume it. Firms from all sectors are increasin...

USD 1,500.00
06 Mar 2020  |  Latin America

The Transition to a Successful Work at Home Agent (WAHA) Model

Exploring Trends and Growth Opportunities for Latin American Providers

The remote work modality is rapidly becoming the norm among office workers throughout the globe. Remote work is a way to work outside the employer´s premise. One common alternative to on-site work stations is the home office. In this scenario, the employee uses their own house as a workplace, but working from cafes, co-working spaces or any other ...

USD 1,500.00
29 Jan 2020  |  Asia Pacific

Cisco Asia-Pacific, Japan, and China (APJC) Contact Center Analyst Day and Symposium, 2019

Cisco Weaving Artificial Intelligence (AI) Technologies to Drive Contact Center Success

Cisco Asia-Pacific, Japan, and China (APJC) Contact Center Analyst Day 2019 and Contact Center Symposium were held from 11 to 13 November in Sydney, Australia. The events brought together Cisco contact center executives, industry subject matter experts (SMEs), partners, and customers facilitating the conversation on the rising role of cloud in the ...

USD 1,500.00
14 Jan 2020  |  North America

Infusing AI into the Retail Customer Experience

Watch Out World—Your Next Food Server Could be a Bot

As technology adoption has skyrocketed, it has vastly changed the way that consumers engage with businesses across the industries, but never more than in the retail sector. Online shopping, web portals for deals and discounts, review sites allowing consumers to review, compare, praise and complain, and mobile loyalty apps are just a few of the chan...

USD 1,500.00
10 Jan 2020  |  North America

Global End-user Priorities for Customer Engagement, 2019

Improving CX is the Top Corporate Goal from 2020 to 2022 Across Industries

The overall research objective is to measure the current use and future decision making behavior toward customer contact solutions primarily in the United States with a small sample from other regions. The technologies we covered include: customer journey analytics, elearning, quality monitoring, social media analytics, speech analytics, unified ag...

USD 3,000.00
03 Dec 2019  |  North America

Why People Must be a Critical Aspect of Digital Transformation

99% of Companies are Embracing Digital Transformation Amidst Disruption, Innovation, and Consumer Upheaval

People, processes and technologies have long been the key elements of a CRM strategy. A recent Frost & Sullivan study found that 99% of businesses are now in some stage of digital transformation. The people piece is a great place to start. Customers and employees play probably the most important role in a company's success. Our research proves that...

USD 1,500.00
19 Nov 2019  |  North America

English Proficiency is the New Black

The BPO Nearshore Growth Accelerator

This Frost & Sullivan Market Insight presents a broad overview of Business Process Outsourcing (BPO) market demand for English proficiency for call volumes originating from the United States. It highlights the key industry trends. In preparing this report, Frost & Sullivan conducted interviews with executives from the following companies: Alorica,...

USD 1,500.00
12 Nov 2019  |  Global

End User Priorities in Digital Transformation, Latin America, 2019

Gain an Understanding of Top Corporate Objectives & Critical Success Factors

The overall research objective is to measure the current use and future decision making behavior toward information technology (IT) in Latin America, specifically: Enterprise Mobility Management, eCommerce/mCommerce, Unified Communications & Collaboration (UCC), Infrastructure and Data Centers, Big Data and Analytics’ Omnichannel Marketing, Custo...

USD 3,000.00
12 Nov 2019  |  Asia Pacific

End User Priorities in Digital Transformation, Asia-Pacific, 2019

Gain an Understanding of Top Corporate Objectives & Critical Success Factors

The overall research objective is to measure the current use and future decision making behavior toward information technology (IT) in Asia-Pacific, specifically: Enterprise Mobility Management, eCommerce/mCommerce, Unified Communications & Collaboration (UCC), Infrastructure and Data Centers, Big Data and Analytics’ Omnichannel Marketing, Custom...

USD 4,950.00
07 Nov 2019  |  North America

Growth Opportunities in the North American Contact Center Market, Forecast to 2023

Infusion of AI is Driving Customer Contact Strategy and Development

New analysis from Frost & Sullivan's Information and Communications Technologies program titled Growth Opportunities in the North American Contact Center Market finds that the market for contact centers continues to increase. For cloud, the acceleration of omnichannel service delivery and digital transformation, coupled the inclusion of new technol...

USD 4,950.00

Showing 1-10 of 162