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.
27 Sep 2019  |  Global
Learn How IT Investments Drive Revenue Growth
Across industries, companies expect to increase their IT and Communications investments by 22%. Almost 100% of businesses in Europe have a digital transformation today; however, 19% believe they are behind others on their journey. This is good news for technology vendors; however, the key to success is to gain a deeper understanding of their corpor...
22 Aug 2019  |  North America
Providers Look to Harness AI to Infuse Intelligence in the Customer Experience
New analysis from Frost & Sullivan's Digital Transformation program finds that growth continues in all areas of the contact center market: premise-based systems, the cloud, and hybrid configurations. Analytics, quality monitoring, and recording continue to be bright spots for growth, but emerging areas are taking center stage as companies transitio...
21 Aug 2019  |  North America
Technology Providers of Note in an Expanding Customer Service Ecosystem
This is a companion piece to Frost & Sullivan’s 2019 Contact Center Buyers Guide (K234-76, August 2019), which examines the core areas and suppliers in the North American cloud/hosted contact center market. Core areas include systems and cloud-based solutions for inbound contact routing/automatic call distribution (ICR/ACD), outbound dialing, in...
29 Jul 2019  |  North America
Digital Transformation Proves Challenging Amid Active Service Provider Acquisitions
The ongoing jostle for preeminence in customer care BPO in the region of North America (NA) is entering an important new phase. Like the original “Great Game” – a foreign policy term associated with the geopolitical machinations of the Great Powers and regional powers vying for geopolitical standing and influence in Central Asia. Dominant ma...
11 Jun 2019  |  North America
THE Driver for Customer Experience Excellence
This Market Insight will explore how large Business Process Outsourcers (BPOs) have created company cultures that have become a driver for customer experience (CX) excellence across global markets. Much more than a company call for donating to a favorite charity, it’s about employee volunteerism, feeding children, caring for the environment, day...
22 Feb 2019  |  South Asia, Middle East & North Africa
Businesses Seek New-age Contact Center Technologies Such as Analytics, Artificial Intelligence, and Advanced Workforce Management to Enhance Customer Experience
Almost all the businesses are gowing customer-centric and are building strategies revolving around their customers’ preferences. Companies that have failed to observe the trend have either ceased to exist or are witnessing a decline in growth. Organizations want to know what their customers think about their brands and want to understand the unde...
28 Jan 2019  |  North America
Going Beyond Salaries and Surveys to Improve Cross Organizational Business Outcomes
The rapid pace of technological change has had far reaching impact across business; ushering in the age of digital transformation. Machine learning (ML), natural language processing (NLP), artificial intelligence (AI), mobility, and cloud computing are a few examples of maturing technologies that are impacting this transformational movement. This t...
24 Jan 2019  |  North America
Virtualizing the Workforce Enterprise-wide for Cost Reduction and Customer Experience Differentiation
The rapid pace of technological change has had far reaching impact across business; ushering in the age of digital transformation. Machine learning (ML), natural language processing (NLP), artificial intelligence (AI), the Internet of Things (IoT), mobility, and cloud computing are a few examples of maturing technologies that are impacting this tra...
08 Nov 2018  |  Latin America
Analysis of the Contact Center Outsourcing Services Market in Latin America and the Caribbean, Forecast to 2023
Automation is Heading the Market for Disruption
The Contact Center Outsourcing (CCO) Services Market in Latin America and the Caribbean experienced high growth, driven by solid performances in CaCar and Colombia, as well as the devaluation of the US Dollar against most Latin American currencies in 2017 (especially against the Chilean peso (15.5%) and the Brazilian reais (8.5%)). Frost & Sulliva...
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22 Oct 2018  |  North America
Engaging the Customer and Employee Uplifts the Customer Experience
New analysis from Frost & Sullivan's Digital Transformation 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 and digital transformation, coupled with the C-suite demands for stronger and swifter growth, is drivi...
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