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. 26 Nov 2021  |  Latin America

    Customer Experience Outsourcing Services Market in Mexico and Central America and the Caribbean

    CX Digitalization and Customer-Centric Initiatives are Driving Outsourcing Demand

    This study examines the trends in the Latin American and the Caribbean (CALA) customer experience outsourcing (CX Outsourcing) services market and forecasts the market sizein Mexico and Central America and the Caribbean in particular. The report provides extensive coverage of services delivered in each local market and those provided from the CALA ...

    $4,950.00
  2. 24 Nov 2021  |  Latin America

    Customer Experience Outsourcing Services Market in Colombia and Peru

    CX Digitalization and Customer-Centric Initiatives are Driving Outsourcing Demand

    This study examines the trends in the Latin American and the Caribbean (CALA) customer experience outsourcing (CX Outsourcing) services market and forecasts the market size in Colombia and Peru in particular. The report provides extensive coverage of services delivered in each local market and those provided from the CALA countries to others overse...

    $4,950.00
  3. 19 Nov 2021  |  Latin America

    Customer Experience Outsourcing Services Market in Argentina and Chile

    CX Digitalization and Customer-Centric Initiatives are Driving Outsourcing Demand

    This study examines the trends in the Latin American and the Caribbean (CALA) customer experience outsourcing (CX Outsourcing) services market and forecasts the market size in Argentina and Chile in particular. The report provides extensive coverage of services delivered in each local market and those provided from the CALA countries to others over...

    $4,950.00
  4. 19 Nov 2021  |  Latin America

    Customer Experience Outsourcing Services Market in Brazil

    CX Digitalization and Customer-Centric Initiatives are Driving Outsourcing Demand

    This study examines the trends in the Latin American and the Caribbean (CALA) customer experience outsourcing (CX Outsourcing) services market and forecasts the market size in Brazil in particular. The report provides extensive coverage of services delivered in each local market and those provided from the CALA countries to others overseas. In this...

    $2,450.00
  5. 17 Nov 2021  |  Asia Pacific

    Asia-Pacific Customer Experience Outsourcing Services Market, Growth Forecast to 2027

    Digitalization and Rightshoring Drive Renewed Growth for Customer Experience Outsourcing Services

    The CX landscape is changing rapidly. Brands are realizing the importance of delivering excellent customer service as a competitive differentiator. Hence, the domain is gaining more attention and greater investment priority. The market is also becoming much more tech-intensive as emerging tools can create a seamless and an effortless CX while also ...

    $15,000.00
  6. 16 Nov 2021  |  Asia Pacific

    Frost Radar™: Asia-Pacific Customer Experience Outsourcing Services, 2021

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

    An excellent customer experience (CX) is strategic to every organization’s sustained business growth and is overtaking product and pricing as a key brand differentiator. Customers view positive experiences based on highly personalized, relevant, proactive, and engaging interactions. These interactions have become even more relevant during the COV...

    $4,950.00
  7. 11 Nov 2021  |  Global

    Reimagine Customer Experience in Manufacturing

    How to Power End-to-End Personalized Engagements

    Investments in CX are Accelerating to Tackle COVID-19 Challenges in the Manufacturing Industry Businesses are often unable to keep up with the expectations of today’s sophisticated customers. Competition is a click away in this digital world, and social media can make or break a business. To compete in this environment, both B2C and B2B organizat...

    $1,500.00
  8. 08 Nov 2021  |  Europe

    European Customer Experience Outsourcing Growth Opportunities

    AI and Digital Technologies Drive Transformational Growth

    This research service provides an overview of customer experience outsourcing services in Europe and outlines drivers and restraints, market share by industry participant/ contact channel, revenue by market/service/vertical types, WAHA share, percent of technology adoption and bot-managed interactions. Market dynamics will favor global, technologic...

    $4,950.00
  9. 21 Oct 2021  |  Europe

    Impact of COVID-19 on Healthcare Contact Centers

    Acceleration in WAHA, Self-Service & Cloud Investments

    The healthcare industry was hit hard by the pandemic as it tackled the toughest of challenges around the globe- slowing down the virus, managing hospital capacity, keeping its staff safe, and ensuring patient privacy and confidentiality. Contact centers were busy far beyond capacity, driving organizations of all sizes to accelerate investments in s...

    $4,950.00
  10. 21 Oct 2021  |  Asia Pacific

    Frost Radar™: Australia Customer Experience Outsourcing Services, 2021

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

    An excellent customer experience is strategic to every organization’s sustained business growth and is overtaking product and pricing as a key brand differentiator. In the connected digital era, customers’ expectations are changing: they are demanding engaging experiences, personalization, and proactive services. These became even more relevant...

    $4,950.00