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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06 Jun 2024  |  Global  |  Market Research
Customer Experience Management Growth Opportunities in Latin America, 2024
A Closer Look into the Regional Market's Evolution
This analysis of shifts in the customer experience management (CXM) industry in Latin America resulting from technological advances and customer expectations examines how politics, the economy, and the introduction of digital technologies into the customer journey have affected the industry. The focus will be on the evolution of CXM companies as ho...
$2,450.00 -
02 Feb 2024  |  Global  |  Market Research
Advancements in Contact Center Workforce Optimization Global
Innovation Powered by AI Is Accelerating Contact Center Growth Opportunities
Frost & Sullivan defines workforce optimization (WFO) as a strategy to integrate disparate contact center workforce applications, monitor and analyze customer and agent interactions, and automate processes to optimize resources. WFO is an important segment of the contact center industry because it drives performance, agent engagement, and an improv...
$2,450.00 -
24 Jan 2024  |  Latin America  |  Market Research
Global Customer Experience (CX) Outsourcing Services Growth Opportunities
Tailored Customer Experiences Bring New Opportunities for Differentiation
The global CX outsourcing services market is expected to expand throughout the forecast period due to the growing recognition of CX as a key competitive differentiator and compelling incentives for businesses to outsource their CX activities. The market is poised to experience moderate disruption due to the emergence of generative AI technology,...
$4,950.00 -
23 Dec 2022  |  North America  |  Market Research
Global Customer Relationship Management Growth Opportunities, 2022
Uncap Future Growth Potential with CRM Technology
To deliver a great customer experience, organizations today want a single view of customers across all touchpoints, which can be achieved through customer relationship management (CRM) solutions. The goal for businesses is to capture and leverage the wealth of available customer data to have profitable, productive, value-rich, experience-enhancing,...
$2,450.00 -
01 Dec 2022  |  North America  |  Market Research
Top Takeaways from the 18th Annual Customer Contact West—A Frost & Sullivan Executive Mindxchange
Employee Engagement Rises to the Top of Business Objectives
This paper will provide the top takeaways from the insightful the 18h Annual Customer Contact West: A Frost & Sullivan Executive MindXchange and showcase some real-life examples of companies that successfully managed the challenges that COVID-19 brought forth and their plans to manage through the economic downturn companies are dealing with today. ...
$2,450.00 -
03 Nov 2022  |  Latin America  |  Market Research
Customer Experience Outsourcing Services Market in Latin America and the Caribbean, Forecast to 2028
AI-based Technologies Bring New Growth Opportunities for Service Providers
The CX outsourcing services landscape is set to grow throughout the forecast period. Two key reasons lie behind this: 1) the increasing acceptance of CX as a formidable competitive weapon; and 2) growing incentives for companies to outsource their CX operations. Improving CX appears as the number one business goal priority in the Frost & Sulliva...
$8,000.00 -
27 Oct 2022  |  Asia Pacific  |  Market Research
Asia-Pacific Customer Experience Outsourcing Services, Growth Forecast to 2028
The Future Growth Potential of Customer Experience Outsourcing Services is Driven by the Need for Digital Competency and Rightshoring Capabilities
This study provides forecasts for the customer service (CX) outsourcing market in the Asia-Pacific for 2023 to 2028. Improving CX has been a consistent priority for organizations across the board for the last few years, with decision-makers realizing that providing a superior CX is a must for any company that wants to stay relevant. This is bringin...
$15,000.00 -
28 Sep 2022  |  North America  |  Market Research
Global Horizontal Business Process Management Services, Forecast to 2028
Organizations are Embracing Digital Technology Solutions to Optimize their Business Processes, Driving Value Creation and Enhancing Business Outcomes
The global business process management (BPM) services market declined in 2020, largely due to the challenges brought on by COVID-19. While client sectors were severely affected by the pandemic, the BPM services industry experienced significant growth in 2021 and is expected to continue to witness year-on-year growth between 2022 and 2028. This gro...
$10,000.00 -
20 Sep 2022  |  Europe  |  Market Research
Customer Experience Outsourcing Services Market in Europe, Forecast to 2028
Companies Need to Diversify their Geographical Footprint is Creating Major Growth Opportunities for Global Providers
The CX outsourcing services landscape is set to grow throughout the forecast period. Two key reasons lie behind this: 1) the increasing acceptance of CX as a formidable competitive weapon; and 2) growing incentives for companies to outsource their CX operations. Improving CX appears as the number one business goal priority in the Frost & Sulliv...
$4,950.00 -
08 Sep 2022  |  North America  |  Market Research
Customer Experience Outsourcing Services Market in North America, Forecast to 2028
Finding the Right Mix between Humans and Technology Spurs Growth Opportunities for Outsourcers
The CX outsourcing services landscape is set to grow throughout the forecast period. Two key reasons lie behind this: 1) the increasing acceptance of CX as a formidable competitive weapon; and 2) growing incentives for companies to outsource their CX operations. Improving CX appears as the number one business goal priority in the Frost & Sulliv...
$4,950.00