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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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...

USD 8,000.00

USD 6,800.00 save 15 %

22 Oct 2018  |  North America

Growth Opportunities in the North American Contact Center Market, Forecast to 2022

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...

USD 4,950.00

USD 4,207.50 save 15 %

02 Jul 2018  |  North America

Cloud Contact Center Buyers Guide, North America, 2018

Providers Look to Harness AI to Infuse Intelligence in the Customer Experience

The highly competitive hosted/cloud contact center market in North America faces many challenges. Customer service is now the centerpiece of business differentiation. To remain competitive, enterprise decision-makers must deal with cutting costs while vastly improving service quality and the customer experience. The contact center industry als...

USD 3,000.00

USD 2,550.00 save 15 %

29 Jun 2018  |  North America

Contact Center Systems Buyers Guide, North America, 2018

Consumer Preferences Drive Design and Innovation in Customer Care

The highly competitive contact center systems market in North America faces many challenges. Customer service is the now the centerpiece of business differentiation. To remain competitive, enterprise decision-makers must deal with cutting costs, while vastly improving service quality and the customer experience. The contact center industry als...

USD 3,000.00

USD 2,550.00 save 15 %

26 Jun 2018  |  North America

4 Valuable Insights from the 14th Annual Customer Contact, East

This Frost & Sullivan Executive MindXchange provided insights on a variety of factors from new technologies to long-standing issues

This Frost & Sullivan Executive MindXchange provided insights on a variety of factors from new technologies to long-standing issues. Exponential growth over the next 10 years will drive technological advancement faster than in any other time in history. Emerging technologies such as autonomous robotics, artificial intelligence, blockchains, and dr...

USD 1,500.00

USD 1,275.00 save 15 %

01 Jun 2018  |  Latin America

Latin American Enterprise Communications Platforms & Endpoints and Video Conferencing Markets, Forecast to 2023

Vendors Need to Adapt to the Increasing Demand for Flexiblity

The Latin American Enterprise Communications Platforms & Endpoints and Video Conferencing Market achieved stability in 2017, after a tough 2016. Although the overall market is still behind 2015 marks in most variables, the progressive recovery of the Latin American economy is expected to fuel new investments in enterprise communications, as well as...

USD 4,950.00

USD 4,207.50 save 15 %

23 May 2018  |  North America

Contact Center Market Opportunities for UC Solutions

Bridging the Divide Between the Contact Center and the Enterprise

Call, contact or customer interaction centers have traditionally been walled off from the rest of the enterprise, with each organization utilizing separate and distinct platforms for most of their communications capabilities. The contact center has primarily needed to communicate with the outside world, with few requirements to interact in rich way...

USD 3,000.00

USD 2,250.00 save 25 %

25 Apr 2018  |  North America

Capitalizing on Opportunities in the Global Contact Center Outsourcing Market with Digital Transformation, 2018 to 2020

Actionable Strategies and Tactics to Accelerate Growth in a Highly Competitive Global BPO Market

Delivering best in class customer experience through digital solutions is key for success in the BPO industry across industries and regions. The ability to provide an omnichannel experience, efficiencies through artificial intelligence, personalized marketing and customized solutions are critical success factors. Chatbots and videoconferencing feat...

USD 4,950.00

USD 3,712.50 save 25 %

12 Apr 2018  |  Latin America

Future of Customer Engagement in Latin America, 2018

New Business Models Will Be Key to Meet the Demands of the Digital Customer

In a world of rapidly changing technologies, providing consistently excellent customer support can be challenging. Consider that companies today are developing a widening assortment of popular technology-driven products and services, as well as adding complexity to existing ones. Technology-enabled goods—such as appliances, automobiles, entertain...

USD 1,500.00

USD 1,125.00 save 25 %

19 Mar 2018  |  North America

Internet of Things-based Solutions for Customer Support, US, 2018

Need to Deliver Timely Support, Improve Process Transparency, and Enhance Customer Experience Drive Implementation

This study analyzes the market opportunity for Internet of Things (IoT)-based solutions in the customer support function across the enterprise and consumer segments. Research scope - The study offers an overview of the various customer support areas that can leverage IoT-enabled solutions. - The research identifies and analyzes drivers and challe...

USD 3,000.00

USD 2,250.00 save 25 %

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