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. 10 Feb 2022  |  Europe

    Contact Center As a Service (CCaaS) Solutions Respond to Remote Workforce Requirements in Europe

    Rapid Migration to CCaaS Solutions in Europe Capturing the Power of Seamless Customer Journeys

    This research service examines the Contact Center as a Service (CCaaS) market in Europe. The CCaaS market comprises full-suite hosted interactive voice response (IVR), automatic call distribution (ACD), chat, outbound, and agent performance optimization (APO) applications. The study analyzes the total market size in the base year 2020 and provides ...

    $4,950.00
  2. 23 Dec 2021  |  Asia Pacific

    Asia-Pacific Cloud Contact Center Solutions Tracker, 2021

    Future Growth Potential of Cloud Migration due to the Need for Hybrid Delivery, Enhanced Omnichannel Capabilities, Optimized Resou

    This research service examines the cloud contact center solutions market in Asia-Pacific. The cloud contact center market comprises full-suite hosted interactive voice response (IVR), automatic call distribution (ACD), chat, outbound, and agent performance optimization (APO) applications. The study analyzes the total market size in the base year 20...

    $15,000.00
  3. 15 Dec 2021  |  Asia Pacific

    APAC Contact Center Applications Tracker, 2021

    Digital, Omnichannel, Cloud Applications Drive Growth of Contact Center Solutions in APAC

    The APAC contact center applications market generated $753.9 million in revenue in 2020, registering an annual growth of 4.8%. Though COVID-19 clouded the outlook at the beginning of the year, technology upgrades, cloud migration, and the adoption of analytics, automation, and self-service applications drove market growth. The market is set to grow...

    $15,000.00
  4. 26 Nov 2021  |  Latin America

    Customer Experience Outsourcing Services Market in Mexico and Central America and the Caribbean

    CX Digitalization and Customer-Centric Initiatives are Driving Outsourcing Demand

    This study examines the trends in the Latin American and the Caribbean (CALA) customer experience outsourcing (CX Outsourcing) services market and forecasts the market sizein Mexico and Central America and the Caribbean in particular. The report provides extensive coverage of services delivered in each local market and those provided from the CALA ...

    $4,950.00
  5. 24 Nov 2021  |  Latin America

    Customer Experience Outsourcing Services Market in Colombia and Peru

    CX Digitalization and Customer-Centric Initiatives are Driving Outsourcing Demand

    This study examines the trends in the Latin American and the Caribbean (CALA) customer experience outsourcing (CX Outsourcing) services market and forecasts the market size in Colombia and Peru in particular. The report provides extensive coverage of services delivered in each local market and those provided from the CALA countries to others overse...

    $4,950.00
  6. 19 Nov 2021  |  Latin America

    Customer Experience Outsourcing Services Market in Argentina and Chile

    CX Digitalization and Customer-Centric Initiatives are Driving Outsourcing Demand

    This study examines the trends in the Latin American and the Caribbean (CALA) customer experience outsourcing (CX Outsourcing) services market and forecasts the market size in Argentina and Chile in particular. The report provides extensive coverage of services delivered in each local market and those provided from the CALA countries to others over...

    $4,950.00
  7. 19 Nov 2021  |  Latin America

    Customer Experience Outsourcing Services Market in Brazil

    CX Digitalization and Customer-Centric Initiatives are Driving Outsourcing Demand

    This study examines the trends in the Latin American and the Caribbean (CALA) customer experience outsourcing (CX Outsourcing) services market and forecasts the market size in Brazil in particular. The report provides extensive coverage of services delivered in each local market and those provided from the CALA countries to others overseas. In this...

    $2,450.00
  8. 17 Nov 2021  |  Asia Pacific

    Asia-Pacific Customer Experience Outsourcing Services Market, Growth Forecast to 2027

    Digitalization and Rightshoring Drive Renewed Growth for Customer Experience Outsourcing Services

    The CX landscape is changing rapidly. Brands are realizing the importance of delivering excellent customer service as a competitive differentiator. Hence, the domain is gaining more attention and greater investment priority. The market is also becoming much more tech-intensive as emerging tools can create a seamless and an effortless CX while also ...

    $15,000.00
  9. 28 Sep 2021  |  North America

    North American Contact Center Buyers Guide, 2021

    Digital Transformation and Artificial Intelligence are Growth Opportunities that Spur a More Human Approach to Customer Care

    New analysis from Frost & Sullivan's Information & Communication Technologies program presents some of the trends that Frost & Sullivan believes will shape, grow, and influence customer contact and the customer experience in the next few years, and includes insights for selected industries, business models, and technology areas, including: • ...

    $3,000.00
  10. 21 Sep 2021  |  North America

    North American Customer Experience Outsourcing Services Market Growth Opportunities

    Digitalization and Automation Spur Outsourcing and Double-Digit Growth Rates

    The CX landscape is changing rapidly. Organizations across the board are realizing the importance of delivering excellent customer service as a competitive differentiator. Hence, the domain is gaining more attention and greater investment priority. The market is also becoming much more tech-intensive as emerging tools are able to create a seamless ...

    $4,950.00