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. 29 Sep 2015  |  Global

    Impact of Gamification in Key Industries

    Motivate, Engage, Empower, and Achieve through Gaming

    Gamification is the use of game thinking and mechanics in real-life contexts to solve real-life problems. It is applied to non-game applications to encourage people for better engagement and adoption of processes. Gamification helps users to focus on completion of certain tasks, which are usually considered boring (filling out survey forms, shoppi...

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