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. 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...

  2. 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...


    Special Price $5,400.00 save 10 %

  3. 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...


    Special Price $4,207.50 save 15 %

  4. 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 ...


    Special Price $3,712.50 save 25 %

  5. 08 Nov 2021  |  Europe  |  Tracker

    European Customer Experience Outsourcing Growth Opportunities

    AI and Digital Technologies Drive Transformational Growth

    This research service provides an overview of customer experience outsourcing services in Europe and outlines drivers and restraints, market share by industry participant/ contact channel, revenue by market/service/vertical types, WAHA share, percent of technology adoption and bot-managed interactions. Market dynamics will favor global, technologic...


    Special Price $3,712.50 save 25 %

  6. 28 Sep 2021  |  North America  |  Tracker

    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: • ...


    Special Price $2,250.00 save 25 %

  7. 21 Sep 2021  |  North America  |  Tracker

    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 ...


    Special Price $3,712.50 save 25 %