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.
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25 Sep 2017  |  North America  |  Market Research
Growth Opportunities in the North American Contact Center Systems Market, Forecast to 2021
Still Under Cloudy Skies, System Sales See Recovery
New analysis from Frost & Sullivan's Digital Transformation program titled Growth Opportunities in the North America Contact Center Systems Market finds that despite healthy growth in the cloud contact center market, in 2016, the market for on-premises contact center systems recovered slightly after several years of decline. Contact center analytic...
$4,950.00 -
22 Sep 2017  |  North America  |  Market Research
Growth Opportunities in the North American Hosted/Cloud Contact Center Market, Forecast to 2021
Enhanced WFO and Analytics Fuel the Drive to Digital Transformation of Customer Care
New analysis from Frost & Sullivan's Digital Transformation program titled Growth Opportunities in the North America Hosted/Cloud Contact Center Market finds that the market for cloud contact centers continues to increase. The acceleration of omnichannel and digital transformation, coupled with the C-suite demands for stronger and swifter growth, i...
$4,950.00 -
24 Aug 2017  |  North America  |  Market Research
North American Customer Relationship Management (CRM) Developments to 2022
Omnichannel Customer Experience (CX), Artificial Intelligence (AI), and the Internet of Things (IoT) Creating Opportunities
Customers are becoming more reliant on computer hardware, software, and services in their lives and work. And while customers have had to become more knowledgeable about the technologies they own, use, and access, there also have been critical changes to the customer support landscape. Meanwhile, today’s customers are more anxious and demanding o...
$1,500.00 -
24 Aug 2017  |  North America  |  Market Research
Customer Experience (CX)-Focused Contact Center Routing in North America, 2017
Evolving Customer Requirements, New Technologies, Changing Markets Drive Change
Customers have higher excellent CX expectations. They seek personalized short or no wait interactions with highly trained agents who are suited to serve their unique needs. Customers expect companies to understand the full context of their communications histories. They do not want to repeat information when switching channels, resuming conversat...
$1,500.00 -
25 Jul 2017  |  North America  |  Market Research
North American Contact Center Location Trends, Forecast to 2022
A Stronger Economy & High Customer Expectations Are Driving Growth, but Automation and Income Changes Loom
Economic growth, consumer and business spending, and growing customer expectations for excellent customer experiences (CXs) are spurring higher American and Canadian contact center demand. As a result, CX-sensitive higher valued omnichannel contact centers will be set up, expand, and stay onshore, and return from nearshore and offshore locations, ...
$1,500.00 -
22 Dec 2015  |  North America  |  Market Research
North American Contact Center Outsourcing Market
Digital Transformation Drives Vendor Consolidation
This market analysis study provides market sizing and forecasts for the North American contact center outsourcing market. The North American market revenue represents outsourced revenues associated with customer interactions that originated in North America, regardless of fulfillment model. This includes onshore, nearshore, offshore, home-agent, au...
$6,000.00 -
25 Sep 2015  |  North America  |  Market Research
Enterprise Data Storage Market Insights
Future Technologies and Trends Will Drive Market Growth
This market insight identifies and discusses the current state of the enterprise data storage market. It highlights the major trends that characterize the market at present as well as the future technological trends that are expected to influence it. It identifies the effects of these trends on data centers globally. The study also analyzes the bus...
$2,450.00 -
23 Sep 2015  |  North America  |  Market Research
2015 North America BPO Mergers & Acquisitions Update
Contact Center Outsourcing Growth at Warp Speed
The North American Customer Care Outsourcing market is going through monumental changes that impact service delivery models, locations of delivery centers, and market strategies. BPO service providers in the customer care, support and sales arena, are rapidly expanding their presence around the globe to tap into new clients, acquire expanded langua...
$1,500.00 -
18 Sep 2015  |  North America  |  Market Research
Nearshore is All Grown Up
Hot BPO Delivery Locations
Frost & Sullivan believes that there is an increased acceptance and trust in utilizing nearshore outsourcing locations for customer care. Service providers claim that companies can reduce their operating expenses by 30-40% by considering nearshore delivery options. Popular site locations for the North American call volumes include Central America, ...
$1,500.00 -
14 Sep 2015  |  North America  |  Market Research
North America Hosted/Cloud Contact Center Market
Strong Performers Differentiate in a Highly Fragmented Market
This market analysis research provides market sizing and forecasts for hosted contact center services. This includes public cloud services as well as dedicated hosted solutions. The market segments covered are: hosted IVR, hosted ACD, hosted customer chat, hosted outbound contact, and hosted agent performance optimization (APO) applications. The st...
$4,950.00