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.

  1. 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
  2. 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
  3. 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
  4. 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
  5. 22 Dec 2022  |  Asia Pacific  |  Tracker

    Asia-Pacific Contact Center Applications Tracker, 2022

    Digital, Omnichannel, and Cloud Applications Drive the Transformational Growth of Contact Center Solutions in the Asia-Pacific

    The Asia-Pacific contact center applications market generated $825.3 million in revenue in 2021, registering an annual growth of 9.5%. 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...

    $15,000.00
  6. 17 Oct 2022  |  Europe  |  Tracker

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

    Seamless Customer Experience with CCaaS Solutions

    This research service examines the European Contact Center as a Service (CCaaS) market. The market comprises full suite hosted interactive voice response (IVR), omnichannel customer experience analytics, reporting insights, customer self-service capabilities, automatic call distribution (ACD), chat, outbound, and agent performance optimization (APO...

    $4,950.00
  7. 10 Feb 2022  |  Europe  |  Tracker

    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
  8. 23 Dec 2021  |  Asia Pacific  |  Tracker

    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
  9. 15 Dec 2021  |  Asia Pacific  |  Tracker

    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
  10. 26 Nov 2021  |  Latin America  |  Tracker

    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