USD
GBP
CNY
EUR
INR
JPY
MYR
ZAR
KRW
THB
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.
-
The main objective of this research service was to investigate the current use and future adaptation of cloud solutions in North American contact centers. Currently, about 50% of the contact centers in North America use hosted or cloud solutions, and that percentage is expected to reach more than 90% by 2016. Although small and medium contact cente...
$10,000.00 -
The main objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. One-third of the respondents outsource some customer care activities. The United Kingdom has the highest proportion of companies that outsource, while Benelux has the least. Outsourcing ...
$12,500.00 -
The overall research objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. About 37% of contact center organizations in Europe use a hosted/cloud contact center solution, which is expected to reach 86% by 2016. While small and medium contact centers...
$12,500.00 -
The main objective of this research service was to investigate the current use and future adaptation of agent performance optimization (APO) solutions in European contact centers. Quality monitoring and workforce and performance management systems are the most widely deployed and used APO applications in Europe. Furthermore, large contact centers h...
$12,500.00 -
The main objective of this research service was to investigate the current use and future adaptation of agent performance optimization (APO) solutions in North American contact centers. Overall, quality monitoring, performance management, and workforce management systems are the most widely used APO applications. Furthermore, large contact centers ...
$10,000.00 -
17 Jun 2014 | South Asia, Middle East & North Africa
Evolving Hosted Unified Communications Services Market in India FY 2014
The Bring Your Own Device Phenomenon is Expected to Drive the Market in the Near Future
The bring your own device (BYOD) phenomenon is expected to positively influence the adoption of unified communications over the next few years. The market segments covered in this study are hosted services for audio conferencing, managed video conferencing, software video conferencing, Web conferencing, call center, email, and voice. Verticals cove...
$1,500.00 -
09 Jun 2014 | North America
Benefits of Refreshing the IVRCustomers Speak Out
Interviewees Indicate that IVR is Not the Main Concern, but One Key Piece of a Bigger Picture
Self-service in customer care is moving to the web and social media as the Millennials take to mobile devices with a do-it-yourself mentality. However, by no means is the phone channel going away. When self-service fails them, customers turn to the contact center, which typically means journeying through that perennial front door, the Interactive...
$1,500.00 -
16 May 2014 | Latin America
Brazilian BPO and Contact Center Outsourcing Services Market 2014
Looking Forward to Alternative Site Locations and New Verticals to Serve
The Brazilian BPO and contact center outsourcing services market witnessed a revenue increase of 4.7% in 2013, when measured in reais (R$). However, when measured in U.S. dollars, it itranslates into a downturn of 5.1% (given the current exchange instability). The market remains highly concentrated around the top 5 participants. However, small co...
$3,950.00 -
08 May 2014 | North America
Using Social Media in Disaster Planning and Response
Belmar, New Jersey's Experiences during Hurricane Sandy Offers a Successful Example
Users have recognized the value of social media as a vital, reliable, and trustworthy business continuity and disaster recovery (BC/DR) channel. Social media is thus becoming a must have in a smart organizations emergency communications toolbox. Case in point: Belmar, New Jersey, a small, popular seaside community on the Atlantic Ocean, located...
$1,500.00 -
15 Apr 2014 | Latin America
Argentine and Chilean Contact Center Outsourcing Services Markets
Higher Costs and Competition Threatens Profitability
The Contact Center Outsourcing (CCO) Services Market in Argentina slightly decreased in revenue in 2013 because of the exit of providers during the year as a result of the low profitability margins. On the other hand, the CCO services market in Chile exhibited a mild revenue growth in 2013, mostly based on the domestic business, as several offshori...
$3,950.00
