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. 23 Mar 2023  |  North America  |  Market Research

    Conversational AI is Now the Heart of Customer Experience

    Consumer Demand for Self service Options and Employee Need for More Engaged Experiences Drive Contact Centers’ Technology Adoption

    Artificial Intelligence (AI) is the shining star of contact center innovation and began gaining features, focus, and adoption in 2022. AI is enhancing capabilities across the contact center spectrum: from agent hiring and training, resource forecasting, and quality and performance management to process automation, workforce optimization, and custom...


    Special Price $2,205.00 save 10 %

  3. 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 %

  4. 23 Dec 2022  |  North America  |  Market Research

    Global Customer Relationship Management Growth Opportunities, 2022

    Uncap Future Growth Potential with CRM Technology

    To deliver a great customer experience, organizations today want a single view of customers across all touchpoints, which can be achieved through customer relationship management (CRM) solutions. The goal for businesses is to capture and leverage the wealth of available customer data to have profitable, productive, value-rich, experience-enhancing,...


    Special Price $2,082.50 save 15 %

  5. 01 Dec 2022  |  North America  |  Market Research

    Top Takeaways from the 18th Annual Customer Contact West—A Frost & Sullivan Executive Mindxchange

    Employee Engagement Rises to the Top of Business Objectives

    This paper will provide the top takeaways from the insightful the 18h Annual Customer Contact West: A Frost & Sullivan Executive MindXchange and showcase some real-life examples of companies that successfully managed the challenges that COVID-19 brought forth and their plans to manage through the economic downturn companies are dealing with today. ...


    Special Price $2,082.50 save 15 %

  6. 28 Sep 2022  |  North America  |  Market Research

    Global Horizontal Business Process Management Services, Forecast to 2028

    Organizations are Embracing Digital Technology Solutions to Optimize their Business Processes, Driving Value Creation and Enhancing Business Outcomes

    The global business process management (BPM) services market declined in 2020, largely due to the challenges brought on by COVID-19. While client sectors were severely affected by the pandemic, the BPM services industry experienced significant growth in 2021 and is expected to continue to witness year-on-year growth between 2022 and 2028. This gro...


    Special Price $8,500.00 save 15 %

  7. 08 Sep 2022  |  North America  |  Market Research

    Customer Experience Outsourcing Services Market in North America, Forecast to 2028

    Finding the Right Mix between Humans and Technology Spurs Growth Opportunities for Outsourcers

    The CX outsourcing services landscape is set to grow throughout the forecast period. Two key reasons lie behind this: 1) the increasing acceptance of CX as a formidable competitive weapon; and 2) growing incentives for companies to outsource their CX operations. Improving CX appears as the number one business goal priority in the Frost & Sulliv...


    Special Price $4,207.50 save 15 %

  8. 04 Mar 2022  |  North America  |  Market Research

    Customer Experience Growth Opportunities for 2022

    Digital Transformation, Artificial Intelligence, and Hyperautomation Trends will Continue to Redefine the Contact Center Landscape

    A perfect storm of innovation occurs when unforeseen events or circumstances challenge human nature. Fall into a hole and you’ll find your way out. Take a truckload of lemons and go into the lemonade business. The English language is certainly peppered with colloquialisms that reflect this: “Desperate times call for desperate measures.” “...


    Special Price $1,837.50 save 25 %

  9. 31 Jan 2022  |  North America  |  Market Research

    Growth Opportunities for Global Stadiums, Ballparks, and Arenas

    When the Customer Experience Is the Fan Experience Opportunity Abounds

    Traditionally, the focal point of customer experience (CX) has been the contact center, but today’s contact center extends outwards across many channels, both digital and in-person. This has never been truer, as traditional brick-and-mortar establishments have been complemented by digital counterparts in the form of eCommerce and digital self-ser...


    Special Price $1,837.50 save 25 %

  10. 13 Oct 2021  |  North America  |  Market Research

    Digital Customer Journey Analytics Provide a Hyper Personalized Customer Experience

    Enhancing ROI, Margin, Conversion, Branding, and Differentiation in Digital-born Businesses

    Digital customer journey analytics refers to capturing, aggregating, and analyzing customer data (e.g., frequency of online purchases) on digital channels that allow businesses to understand customers better, improve their experience, and make interactions more meaningful. Digital analytics tools provide organizations with the opportunity to gain a...


    Special Price $1,837.50 save 25 %