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. 13 Oct 2021  |  North America

    Digital Customer Journey Analytics Provide a Hyper Personalized Customer Experience

    Enhancing ROI, Margin, Conversion, Branding, and Differentiation in Digital-born Businesses

    Digital customer journey analytics refers to capturing, aggregating, and analyzing customer data (e.g., frequency of online purchases) on digital channels that allow businesses to understand customers better, improve their experience, and make interactions more meaningful. Digital analytics tools provide organizations with the opportunity to gain a...

  2. 05 Oct 2021  |  North America

    Global Customer Perspectives on Contact Center Trends by Country

    Impact of COVID-19 on Top Contact Center Markets

    Frost & Sullivan surveyed 661 IT decision-makers around the globe to IT/Communications to gain a deeper understanding of the impact of COVID-19 and their plans to exceed CX expectations as the world recovers from the pandemic. COVID-19 accelerated the move towards self-service, allowing many companies to invest in technology that deflects calls...

  3. 28 Sep 2021  |  North America

    North American Contact Center Buyers Guide, 2021

    Digital Transformation and Artificial Intelligence are Growth Opportunities that Spur a More Human Approach to Customer Care

    New analysis from Frost & Sullivan's Information & Communication Technologies program presents some of the trends that Frost & Sullivan believes will shape, grow, and influence customer contact and the customer experience in the next few years, and includes insights for selected industries, business models, and technology areas, including: • ...

  4. 21 Sep 2021  |  North America

    North American Customer Experience Outsourcing Services Market Growth Opportunities

    Digitalization and Automation Spur Outsourcing and Double-Digit Growth Rates

    The CX landscape is changing rapidly. Organizations across the board 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 are able to create a seamless ...

  5. 31 Aug 2021  |  Asia Pacific

    Navigating Digital Transformation Through COVID-19 and Beyond, Asia-Pacific

    Businesses Accelerate Digital Transformation Projects and Leverage Flexible Cloud Services to Enable Faster Return to Growth

    This research service provides the data collected through an online survey of 804 IT and telecom decision makers across customer size segments, industries, and world regions. The survey was conducted in November and December 2020 and the following respondents qualified. • IT/telecom decision makers in organizations with more than 10 employe...

  6. 18 Aug 2021  |  Latin America

    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...

  7. 09 Aug 2021  |  Global

    Social Media Analytics Transforming Global Customer Experience (CX) Services

    Businesses are Integrating Customer Service and Social Media to Reach their Customers Faster and Through their Preferred Channels

    Social media analytics is the process of evaluating and examining data about conversations on social media platforms to understand customer preferences and gain competitive intelligence. Social media analytics can be predictive, prescriptive, or descriptive and help businesses understand different parts of a problem, thereby enabling them to tackle...

  8. 22 Jul 2021  |  North America

    Global Visual Engagement Tools Growth Opportunities

    Innovative Visual Communications Technologies Drive Transformational Growth

    Businesses are increasingly required to provide responsive and adaptable customer service by answering questions, solving problems, and giving advice to customers in a conversational, human, and effective way. With the increase in the number of smartphones and other connected devices with cameras, and millennials becoming a significant consumer seg...


    Special Price $2,205.00 save 10 %

  9. 08 Jul 2021  |  Asia Pacific

    Philippines Telecommunications Customer Experience Management Study 2021

    Benchmarking Industry Excellence in Delivering a Superior Customer Experience

    Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across functions, products and services, and various touchpoints. Frost & Sullivan evaluates the customer experiences of the telecommunications sector in the Philippines, examining the critical factors influencing customer behavior through...


    Special Price $4,455.00 save 10 %

  10. 07 Jul 2021  |  Asia Pacific

    Philippines Retail Banking Customer Experience Management Study 2021

    Benchmarking Industry Excellence in Delivering a Superior Customer Experience

    Frost & Sullivan's Customer Experience Management study in the retail banking sector explores customer experience among banking providers in the Philippines, mainly the Philippine National Bank (PNB), BDO Unibank, Bank of the Philippine Islands (BPI), Metrobank, Union Bank, and Landbank. Customer experience is the accumulation of a customer's exper...


    Special Price $4,455.00 save 10 %