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. 12 Jun 2024  |  Global  |  Market Research

    Growth Opportunities in Customer Experience Management Services, Asia-Pacific, 2024

    Employee Experience and Disruptive Digital Technologies Drive Customer Experience Investments

    The customer experience (CX) industry is being reshaped by changing operational models and technological innovations. On-premises legacy contact center systems and solutions cannot keep up with evolving customer needs and advances in technology. Customers in the digital era expect highly personalized and continued customer service across their pref...

    $2,450.00
  2. 10 Jun 2024  |  Global  |  Market Research

    Important Foundational Lessons and Growth Opportunities for Improving Customer Experience

    Key Takeaways From the 20th Annual Frost & Sullivan Customer Contact East Executive MindXchange

    The Frost & Sullivan Customer Contact East Executive MindXchange event revealed an evolving customer experience (CX) landscape in which a back-to-basics theme emerged. While the rate of change is accelerating, thanks in large part to technology innovation designed to meet the challenge of growing customer engagements, contact center thought leaders...

    $2,450.00
  3. 06 Jun 2024  |  Global  |  Market Research

    Customer Experience Management Growth Opportunities in Latin America, 2024

    A Closer Look into the Regional Market's Evolution

    This analysis of shifts in the customer experience management (CXM) industry in Latin America resulting from technological advances and customer expectations examines how politics, the economy, and the introduction of digital technologies into the customer journey have affected the industry. The focus will be on the evolution of CXM companies as ho...

    $2,450.00
  4. 02 Feb 2024  |  Global  |  Market Research

    Advancements in Contact Center Workforce Optimization Global

    Innovation Powered by AI Is Accelerating Contact Center Growth Opportunities

    Frost & Sullivan defines workforce optimization (WFO) as a strategy to integrate disparate contact center workforce applications, monitor and analyze customer and agent interactions, and automate processes to optimize resources. WFO is an important segment of the contact center industry because it drives performance, agent engagement, and an improv...

    $2,450.00
  5. 24 Jan 2024  |  Latin America  |  Market Research

    Global Customer Experience (CX) Outsourcing Services Growth Opportunities

    Tailored Customer Experiences Bring New Opportunities for Differentiation

    The global CX outsourcing services market is expected to expand throughout the forecast period due to the growing recognition of CX as a key competitive differentiator and compelling incentives for businesses to outsource their CX activities. The market is poised to experience moderate disruption due to the emergence of generative AI technology,...

    $4,950.00
  6. 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
  7. 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
  8. 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
  9. 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
  10. 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