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. 27 Jan 2023  |  Latin America  |  Frost Radar

    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 ...

    $4,950.00

    Special Price $4,455.00 save 10 %

  2. 20 Jan 2023  |  Global  |  Market Outlook

    Outlook 2023: Top 10 Predictions for Customer Experience

    Employee Experiences and Artificial Intelligence Drive Growth in the CX Industry

    The contact center industry benefitted greatly from COVID-19 pandemic market dynamics, which shifted millions of agents to work-at-home (WAH) models and accelerated cloud contact center-as-a-service (CCaaS) adoption. In 2021 and 2022, investments soared, and 2023 is the aftermath of that shift. Greater macroeconomic factors loom large over this...

    $2,450.00

    Special Price $2,205.00 save 10 %

  3. 12 Jan 2023  |  Europe  |  Frost Radar

    Frost Radar™: European Customer Experience Outsourcing Services, 2023

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

    Over the next five years, the customer experience (CX) outsourcing services market will continue to grow rapidly, fueled by two factors: the recognition of CX as a potent strategy for competitive differentiation and the compelling incentives for businesses to outsource their CX operations. Companies expect continuous process enhancement and rapi...

    $4,950.00

    Special Price $4,455.00 save 10 %

  4. 23 Dec 2022  |  Asia Pacific  |  Frost Radar

    Frost Radar™: Australia Customer Experience Outsourcing Services, 2022

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

    Organizations across the board realize the increasing importance of customer experience (CX) in driving business success and delivering an excellent experience as a competitive differentiator. Customers view positive experiences as highly personalized, relevant, and proactive, involving engaging interactions and immediate issue resolution. Incre...

    $4,950.00

    Special Price $4,455.00 save 10 %

  5. 23 Dec 2022  |  Asia Pacific  |  Frost Radar

    Frost Radar™: Asia-Pacific Customer Experience Outsourcing Services, 2022

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

    Organizations across the board realize the significance of delivering excellent customer service as a competitive differentiator. Customer experience (CX) outsourcing services play an increasingly vital role in building a robust end-to-end customer journey as customer-centricity takes center stage. Providing contextual, proactive, seamless, and per...

    $4,950.00

    Special Price $4,455.00 save 10 %

  6. 23 Dec 2022  |  North America  |  Market Research

    Global Customer Relationship Management Growth Opportunities, 2022

    Uncap Future Growth Potential with CRM Technology

    To deliver a great customer experience, organizations today want a single view of customers across all touchpoints, which can be achieved through customer relationship management (CRM) solutions. The goal for businesses is to capture and leverage the wealth of available customer data to have profitable, productive, value-rich, experience-enhancing,...

    $2,450.00

    Special Price $2,205.00 save 10 %

  7. 22 Dec 2022  |  Asia Pacific  |  Tracker

    Asia-Pacific Contact Center Applications Tracker, 2022

    Digital, Omnichannel, and Cloud Applications Drive the Transformational Growth of Contact Center Solutions in the Asia-Pacific

    The Asia-Pacific contact center applications market generated $825.3 million in revenue in 2021, registering an annual growth of 9.5%. Though COVID-19 clouded the outlook at the beginning of the year, technology upgrades, cloud migration, and the adoption of analytics, automation, and self-service applications drove market growth. The market is set...

    $15,000.00

    Special Price $13,500.00 save 10 %

  8. 07 Dec 2022  |  Asia Pacific  |  Customer Research

    Australia Customer Perspectives on Digital Transformation & Customer Experience, 2022

    Australian Organizations Measure the Success of their Digital Transformation Strategy Through Customer-focused Metrics

    When COVID-19 lockdowns in early 2020 forced businesses to close physical locations, demand for digital options soared as employees shifted to working from home and customers sought alternative means of interaction. Australian organizations made major changes to their processes and technology to address the initial crisis. Their contact centers wer...

    $4,950.00

    Special Price $4,455.00 save 10 %

  9. 01 Dec 2022  |  North America  |  Market Research

    Top Takeaways from the 18th Annual Customer Contact West—A Frost & Sullivan Executive Mindxchange

    Employee Engagement Rises to the Top of Business Objectives

    This paper will provide the top takeaways from the insightful the 18h Annual Customer Contact West: A Frost & Sullivan Executive MindXchange and showcase some real-life examples of companies that successfully managed the challenges that COVID-19 brought forth and their plans to manage through the economic downturn companies are dealing with today. ...

    $2,450.00

    Special Price $2,205.00 save 10 %

  10. 23 Nov 2022  |  North America  |  Frost Radar

    Frost Radar™: Customer Experience Outsourcing Services in North 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 will sustain a strong growth trajectory during the next five years. Two drivers will fuel this momentum: the increasing acceptance of CX as a formidable competitive differentiation strategy and undeniable incentives for companies to outsource their CX operations. For the third year in a...

    $4,950.00

    Special Price $4,455.00 save 10 %