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. 15 Dec 2021  |  Asia Pacific  |  Frost Radar

    Frost Radar™: Asia-Pacific Business Process Management Services, 2021

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

    Business process management (BPM), or business process outsourcing (BPO), services involve an external or third-party provider handling the execution and management of one or more business operations or functions for an organization. Traditionally, BPM services were limited to outsourcing labor-intensive back-office and support services functions. ...

    $4,950.00
  2. 16 Nov 2021  |  Asia Pacific  |  Frost Radar

    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
  3. 21 Oct 2021  |  Asia Pacific  |  Frost Radar

    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
  4. 18 Aug 2021  |  Latin America  |  Frost Radar

    Frost Radar™: Latin American Cloud Contact Center Market, 2021

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

    As the Latin American contact center market keeps maturing, many customers are looking to the cloud to provide quicker access to enhanced features and as an attractive alternative to maintaining on-premises systems. During 2020, new and improved cloud contact center offerings were already available in the region, igniting adoption among customers f...

    $4,950.00
  5. 25 May 2021  |  North America  |  Frost Radar

    Frost Radar™: North American Enterprise Cloud Contact Center Market, 2021

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

    The global cloud contact center market generated $2.7 billion in 2019, recording 15.4% growth year-over-year from 2018. Revenue will increase at a 15.3% compound annual growth rate to reach $7.4 billion by 2026. Small and medium-sized contact centers have been steadily migrating to cloud-based technologies; the expansion of hybrid cloud offerings a...

    $4,950.00
  6. 09 Feb 2021  |  Latin America  |  Frost Radar

    Frost Radar™: Customer Experience Outsourcing Services Market in Latin America, 2020

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

    Customer experience (CX) is becoming the primary factor impacting customer loyalty and the key differentiator deciding a business’ fate. Demand for outsourced CX services is growing steadily in today’s consumer-centric marketplace as customers demand more personalized, relevant, proactive, and engaging experiences. A superior end-to-end CX jour...

    $4,950.00
  7. 06 Nov 2020  |  Asia Pacific  |  Frost Radar

    Frost Radar™: Australia Cloud Contact Center Services, 2020

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

    Australia has one of the most mature cloud contact center markets in Asia-Pacific with high awareness levels and increased deployments. While the use of legacy on-premises contact center systems is prominent, a growing number of organizations are seeking to shift to the cloud to cope with the new market requirements. Cloud contact centers enable or...

    $4,950.00
  8. 31 Aug 2020  |  Asia Pacific  |  Frost Radar

    Frost Radar™: Asia-Pacific Customer Experience Outsourcing Services Market, 2020

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

    Customer experience (CX) continues to be recognized as a distinct business function and takes center stage in many business strategies. Contact centers play an important role in helping companies acquire and retain customers. Contact centers can be perceived as the face of an organization: a hub of customer service and engagement, and the focal poi...

    $4,950.00
  9. 09 Jul 2020  |  Europe  |  Frost Radar

    Frost Radar™: European Customer Experience Outsourcing Services, 2020

    Benchmarking Future Growth Potential

    The global customer experience (CX) outsourcing services market is challenged by commoditization. Consequently, outsourcers are deploying advanced technology-enabled solutions and working with partners from across the ecosystem to differentiate in the fragmented marketplace. Over the years, the focus has shifted from cost and labor arbitrage to cus...

    $4,950.00
  10. 24 Jun 2020  |  Europe  |  Frost Radar

    Frost Radar™: European Contact Center as a Service Market, 2020

    Benchmarking Future Growth Potential

    The European contact center as a service (CCaaS) market is enjoying significant attention, although it remains in a growth stage. The market comprises more than 150 vendors of varying size that offer solutions to companies and organization across a broad range of verticals, with financial services, healthcare, public sector, utilities, retail, educ...

    $4,950.00