Contact Centers

This research study provides comprehensive insight into best practices related to the migration of enterprise systems from traditional, premise-based environments to the cloud. Cloud computing has become more prominent in South Africa in recent years, and enterprises are evaluating and benchmarking different cloud strategies. The study also examine...

This market analysis research provides market sizing and forecasts for premises-based contact centre systems sold in the EMEA region. The product segments covered are: inbound contact routing, IVR and voice portal, outbound dialer, quality monitoring, workforce management, and contact centre analytics. The study provides market forecasts by product...

Important companies have started to make significant investments in hosted and cloud contact center solutions. Other companies, however, have not yet witnessed the adoption of this new technology in the region, and continue to use on-premises solutions. This study covers the Latin American contact center systems market (Mexico, Brazil, Central Amer...

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 segments covered are: hosted IVR, hosted ACD, hosted customer chat, hosted outbound contact, and hosted agent performance optimization (APO) applications. The study als...

The main objective of this research service was to investigate the current and future integration of customer interactions in the North American contact centers. Currently, one-third of the contact centers have been fully integrated to deliver seamless and consistent customer experiences across channels. By 2016, 54% expect to be fully integrated. ...

This market analysis research provides market sizing and forecasts for premises-based contact center systems. The product segments covered are: inbound contact routing, IVR and voice portal, outbound dialer, quality monitoring, workforce management, and contact center analytics. The study provides market forecasts by product segment, industry verti...

The overall research objective of this research service was to investigate the current use and future adaptation of multichannel customer contact in European contact centers. Overall, the use rates of mobile apps, social media, Web self-service, and chat are growing, while use rates of LiveAgent voice and email are declining. About 25% of contact c...

The overall research objective of this research service was to investigate the current and future outsourcing trends in the North American contact centers. Nearly half of the respondents outsource some customer care activities. Large contact center organizations are greater users of outsourcing than medium and small contact center organizations. Co...

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...