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. 31 May 2021  |  Asia Pacific

    Indonesian Banking 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, services, and touchpoints. This study adopts the proprietary Customer Experience Index methodology and the widely used Net Promoter Score metric to understand the dynamics between customers and retail banks in I...

    $4,950.00

    Special Price $4,455.00 save 10 %

  2. 28 May 2021  |  Asia Pacific

    Indonesian Telecommunications Customer Experience Management Study 2021

    Benchmarking Industry Excellence in Delivering a Superior Customer Experience

    Indonesia continues to capitalize on the growing number of telecommunications users in Southeast Asia as many individuals rely on various telecommunications services and products for both personal and business uses. Frost & Sullivans Customer Experience Management study on the countrys telecommunications sector explores how customers perceive their...

    $4,950.00

    Special Price $4,455.00 save 10 %

  3. 27 May 2021  |  North America

    Improving Customer Journeys with Biometric Authentication Systems

    Biometric Technologies Enhance the Customer Experience While Complying with the Highest Security Standards

    The global biometrics market is growing fast because of the ubiquity of some biometric modalities, such as fingerprint and facial recognition. The deployment of biometric technologies is increasing across different business sectors because of their ease of use, high security and assurance, and quick scalability. In recent years, businesses have ...

    $2,450.00

    Special Price $2,205.00 save 10 %

  4. 25 May 2021  |  North America

    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

    Special Price $4,455.00 save 10 %

  5. 07 May 2021  |  Asia Pacific

    Customer Experience Management Study—Malaysian Banking Sector 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 any and all functions, products, services, and touchpoints. This study adopts the proprietary Customer Experience Index methodology and the widely used Net Promoter Score metric to understand the dynamics between customers and retai...

    $4,950.00

    Special Price $4,455.00 save 10 %

  6. 07 May 2021  |  Asia Pacific

    Customer Experience Management Study—Malaysian Telecommunications Sector 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, services, and touchpoints. In this study, Frost & Sullivan examines customer experience in the telecommunications sector in Malaysia, with a focus on the critical factors that influence customer behavior through...

    $4,950.00

    Special Price $4,455.00 save 10 %

  7. 07 May 2021  |  Latin America

    Cloud, Digital, and Omnichannel Drive Contact Center Solutions Market Growth in Latin America and the Caribbean

    The Post-Pandemic Scenario will See a Consolidated Hybrid Environment that Creates Opportunities for Vendor Differentiation

    2020 was a disruptive year for the entire world and for the CX & CC landscape. The COVID-19 pandemic has pushed every contact center in the region to embrace the work-at-home-agent (WAHA) modality and move their employees out of their offices to their homes (65.3% of the outsourced agents in CALA were working remotely by the end of May 2020). Due t...

    $4,950.00

    Special Price $4,455.00 save 10 %

  8. 07 Apr 2021  |  Global

    Conquering the Budget Struggle for Contact Center Transformation

    Winning Projects to Improve CX

    Frost & Sullivan Global Vice President Alpa Shah recently hosted a video webinar with an exceptional panel to discuss how customer experience (CX) is essential to every business. However, budgets and costs still get in the way. The panel included Richa Diwan, Director, Transformation Management Office, Blue Cross Blue Shield of North Carolina; Milo...

    $2,450.00

    Special Price $2,205.00 save 10 %

  9. 26 Mar 2021  |  Global

    Maintaining Brand Loyalty as Digital Channels Thrive Amidst the COVID-19 Pandemic

    CX-driven Innovative Solutions Create New Growth Opportunities

    Connecting with customers has become challenging with the vast number of purchasing options at their fingertips. Digital experiences such as shopping online, searching web portals for deals, checking out customer review sites, and using mobile loyalty apps are just a few digital experiences that are commonly used and enjoyed today. They can help bu...

    $1,500.00

    Special Price $1,350.00 save 10 %

  10. 01 Mar 2021  |  Global

    Silver Linings in a Pandemic-Humanization of Agents and Customers Creating Opportunities for Growth

    Key Takeaways from Customer Contact Virtual—A Frost & Sullivan Executive MindXchange

    Agents are the front lines in handling customer emotions. Often when customers call, they have already exhausted poorly designed self-service options and are in a state of frustration by the time the agent takes the call. The COVID-19 pandemic has accelerated the need for work-at-home agent (WAHA) models and self-service to assist with rising call ...

    $950.00

    Special Price $855.00 save 10 %