Contact Centers Market Research Reports

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. 06 Feb 2025  |  Global  |  Tracker

    Global Business Process Management Services, Forecast to 2029

    Rising Demand for Digital Transformation, Coupled with Operational Agility and Cost Efficiency, Driving Market Growth

    The global business process management (BPM) industry is projected to experience significant growth in the coming years. The BPM services market is estimated at US$254.1 billion in 2023 growing at 5.0% year-on-year driven by the demand for process automation and AI as organizations embark on their end-to-end digital transformation journey. Disrupti...

    $6,000.00
  2. 29 Jan 2025  |  Global  |  Market Outlook

    Predictions for CX Transformation, 2025 to 2026

    Employee Engagement and Brand Loyalty Take Center Stage

    Frost & Sullivan’s 2024 Frost & Sullivan’s Contact Center Customer Perspectives survey, published in March 2024, unveiled that improving employee engagement, brand equity and customer loyalty, and automating business processes remain top priorities in 2024-2026. Improving the customer experience (CX) and employee experience (EX) are top of min...

    $2,450.00
  3. 30 Dec 2024  |  Global  |  Customer Research

    CX Growth Opportunities in the Manufacturing Industry 2024 to 2025

    Customer Perspectives

    Contact centers play a crucial role in the manufacturing sector, serving as the primary interface between the manufacturer and its customers. Manufacturers investing in their contact centers can enhance customer experience, build long-term customer relationships, and gain a competitive advantage. Contact centers play a crucial role in the manufact...

    $4,950.00
  4. 19 Dec 2024  |  Global  |  Frost Radar

    Frost Radar™: Workforce Engagement Management, 2024

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

    Workforce engagement management (WEM) drives performance, agent engagement, and an improved customer experience (CX) in the contact center industry. Frost & Sullivan defines WEM as a strategy to integrate disparate contact center workforce applications, monitor and analyze customer and agent interactions, and automate processes to optimize contact...

    $4,950.00
  5. 09 Dec 2024  |  Global  |  Customer Research

    CX Growth Opportunities in the Banking, Financial, and Insurance (BFSI) Industry 2024 to 2025

    Customer Perspectives

    The BFSI sector is in a disruptive state as customer needs and technologies rapidly evolve. Uncertain economic conditions make financial decisions more volatile. According the Frost & Sullivan’s Global 360o Research Team, “Global headline inflation will fall from 6.9% in 2023 to 5.8% in 2024, while core inflation will persist. Advanced economie...

    $4,950.00
  6. 06 Dec 2024  |  Global  |  Market Research

    ESG Initiatives in the Contact Center, 2024

    Sustainability is Just the Start—Updating CCaaS Providers’ Opportunities Through Broader ESG Strategies

    Frost & Sullivan’s June 2022 study, Sustainability and Circularity Matters—Contact Center Growth Opportunities Under the ESG Umbrella (K747-76), focused on CC service providers’ sustainability efforts as low-hanging fruit for progress in the broader ESG area. This analysis serves as a broader update to the June 2022 study. Some industries, i...

    $2,450.00
  7. 21 Nov 2024  |  Europe  |  Market Research

    Customer Experience Management Services in Europe, Forecast to 2029

    Higher Expectations for Services at Lower Costs Cause Customer Experience Management Providers to Innovate and Drive Efficiencies

    Customer experience (CX) management is a subset of the broader business process outsourcing (BPO) industry. It is defined as a business arrangement in which a company contracts an outside supplier to perform a service rather than accomplish it in-house. CX management is an evolving industry, containing large global players and smaller regionally fo...

    $6,000.00
  8. 19 Nov 2024  |  Global  |  Customer Research

    CX Growth Opportunities in the Energy Industry 2024 to 2025

    Customer Perspectives

    The primary goals of this study are to determine implementation plans of interaction channels, applications, and solutions in the contact center environment across industries and to understand purchase trends. It also investigates the factors that influence product selection. Decision-makers and purchase decision influencers of contact centers wer...

    $4,950.00
  9. 13 Nov 2024  |  Asia Pacific  |  Tracker

    Customer Experience Management Services in Asia-Pacific, Forecast to 2029

    AI-driven Technology Arbitrage Emerges as Key Lever for Value Creation for Outsourcers

    This study provides forecasts for the Asia-Pacific (APAC) customer experience management (CXM) services market from 2022 to 2029. Organizations must prioritize delivering excellent CX as a strategic component for sustained business growth. It is crucial to recognize the significance of superior CX as a competitive differentiator. According to Frost...

    $15,000.00
  10. 28 Oct 2024  |  Latin America  |  Market Research

    Customer Experience Management in Latin America and the Caribbean, Forecast to 2029

    Highly Complex Services Bring Opportunities for Differentiation

    During the forecast period (2024-2029), the customer experience management (CXM) market in Latin America and the Caribbean (LAC) will expand, mainly due to 2 factors: 1) the growing recognition of CX as a potent tool for competitive advantage and 2) the increasing motivation among businesses to outsource their CX activities. This market is poise...

    $8,000.00