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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18 Dec 2023  |  Global  |  Tracker
Customer Experience Outsourcing Services in Europe, Forecast to 2029
Economic Headwinds and Generative AI Impact the Future Growth Potential of CX Outsourcing
Growth rates for the European customer experience (CX) outsourcing market have declined from the double-digit pace of 2020 and 2021, partly due to economic headwinds such as rising interest rates and fluctuating exchange rates. Moderate growth is expected between 2023 and 2025, with a recovery expected to start in 2026. The introduction of generati...
$6,000.00 -
12 Dec 2023  |  Asia Pacific  |  Market Research
Asia-Pacific Contact Center Applications Tracker, 2023
Digital, Omnichannel, and Cloud Applications Drive Growth of Contact Center Solutions in Asia-Pacific
The Asia-Pacific contact center applications market grew by 6.9% in 2022 and is projected to grow at a compound annual growth rate (CAGR) of 4.4% from $881.9 million in 2022 to $1,193.5 million in 2029, driven by cloud migration, system upgrades, and increased investments in advanced applications, such as analytics and workforce management. Vietnam...
$15,000.00 -
06 Dec 2023  |  North America  |  Tracker
Customer Experience Outsourcing Services in North America, Forecast to 2029
Generative AI Brings New Opportunities for Differentiation
During the forecast period (2023 to 2029), the North American (NA) customer experience (CX) outsourcing services market is expected to expand, mainly due to 2 factors: 1) the growing recognition of CX as a potent tool for competitive advantage and 2) the increasing motivation for businesses to outsource their CX activities. This market is poised...
$4,950.00 -
06 Dec 2023  |  Global  |  Market Research
A Deep Dive into Customer Perspectives from the 2023 Customer Contact West MindXchange
Employee Experiences Top Priority for 2024
The 19th Annual Customer Contact West: A Frost & Sullivan Executive MindxChange brought thought leaders from around the globe to Huntington Beach, California to tackle their challenges with other customer experience (CX) experts. Participants discussed their shared challenges, successful customer solution implementations, and strategies for improvi...
$2,450.00 -
30 Nov 2023  |  Latin America  |  Tracker
Customer Experience Outsourcing Services in Latin America and the Caribbean, Forecast to 2029
The Race to New Heights of Efficiency Creates Growth Opportunities
Over the course of the forecast period (2023 to 2029), the customer experience (CX) outsourcing services market in Latin America and the Caribbean (LAC) is expected to expand, mainly due to 2 factors: 1) the growing recognition of CX as a potent tool for competitive advantage and 2) the increasing motivation for businesses to outsource their CX act...
$8,000.00 -
16 May 2023  |  Global  |  Market Research
Beyond ChatGPT—Understanding the Impact of Large Language Model Driven Generative AI
How the Contact Center Industry is Benefitting from AI Innovation
The recent introduction of ChatGPT from artificial intelligence (AI) firm OpenAI has captured the imagination of the world and moved AI further into mainstream conversation. ChatGPT is “humanizing” AI in a way that has not been experienced before, generating impressive content from relatively simple requests (or prompts) written in natural lang...
$2,450.00 -
23 Mar 2023  |  North America  |  Market Research
Conversational AI is Now the Heart of Customer Experience
Consumer Demand for Self service Options and Employee Need for More Engaged Experiences Drive Contact Centers’ Technology Adoption
Artificial Intelligence (AI) is the shining star of contact center innovation and began gaining features, focus, and adoption in 2022. AI is enhancing capabilities across the contact center spectrum: from agent hiring and training, resource forecasting, and quality and performance management to process automation, workforce optimization, and custom...
$2,450.00 -
23 Mar 2023  |  Latin America  |  Market Research
Cloud Contact Center Solution Market in Latin America, Forecast to 2029
Automation, AI, and Analytics Create Opportunities for Differentiation
The LATAM cloud contact center (CC) market grew substantially in 2022, driven by accelerated migration from premises-based contact center implementations. As organizations realize that providing superior customer experience (CX) is fundamental for competitive differentiation, they respond to growing customer expectations by delivering seamless, eff...
$4,950.00 -
07 Mar 2023  |  North America  |  Tracker
Global Customer Experience (CX) Outsourcing Growth Opportunities
Future Growth Potential is Driven by the Advancement of Digital CX
Brands use outsourcing as a competitive strategy to unlock a range of benefits, including cost savings, best-in-class technology, and business flexibility. Outsourcing also helps them access skilled talent and different locations and delivery models. Customer experience (CX) outsourcing vendors partner with clients to understand their business chal...
$6,000.00