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. 29 May 2024  |  Global  |  Customer Research

    Sidestepping Mercurial Economic Headwinds to Innovate in the North American Retail Contact Center Sector

    Contact Center Growth Opportunities in North American Retail

    Along with healthcare, retail was one of the industries most impacted by the COVID-19 pandemic, which forced rapid change and innovation because retail goods and services are often necessities in peoples lives, not nice-to-haves as seen in the travel and hospitality sectors, for example. In some of these verticals, customers slowed down or stopped...

    $4,950.00
  2. 23 May 2024  |  Global  |  Customer Research

    CX Growth Opportunities in the Healthcare Industry 2024 to 2025

    Customer Perspectives

    Digital health has maintained a consistent growth trajectory and continues to address the multi-faceted challenges that plague the industry. The primary focus is investing in technology that helps organizations move toward the Quintuple Aim of the healthcare framework, which includes improving population health, enhancing patient experience, loweri...

    $4,950.00
  3. 15 May 2024  |  Global  |  Customer Research

    Growth Opportunities in CX Transformation 2024 to 2025

    Customer Perspectives

    The CX industry is in a disruptive state as IT decision-makers and customer contact leaders struggle with prioritizing and procuring budgets and persuading executives to align CX and corporate goals. There is a fear of failure in these uncertain times, making organizations less agile than in previous years. Trust, ease of use, and reliability are t...

    $6,000.00
  4. 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
  5. 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
  6. 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
  7. 10 May 2023  |  North America  |  Customer Research

    Retail Contact Center Growth Opportunities in North America—2023

    Successful Providers Must Bridge the Physical and Digital Realms

    Preparing for a pandemic that lifts or redescends is top of mind for retailers that must navigate increasing foot traffic in stores and in malls with a large retail footprint. To mitigate economic headwinds, customer retention is key. Malls and retailers need new ways to entice pandemic-weary customers, and retailers must find the optimal mix of di...

    $4,950.00

    Special Price $4,455.00 save 10 %

  8. 28 Apr 2023  |  Global  |  Customer Research

    Contact Center Digital Transformation in the Healthcare Industry: A Customer Perspective, Global, 2023 to 2024

    Employee Engagement is the Top Corporate Objective

    Patients are consumers and expect excellent customer service for every product and service they buy. Patients invest in their health and set self-care management goals and play an active role in attaining health services. Improving a patient’s experience with digital solutions that give them more power is becoming the norm. These solutions includ...

    $4,950.00

    Special Price $4,455.00 save 10 %

  9. 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

    Special Price $5,400.00 save 10 %

  10. 02 Mar 2023  |  North America  |  Customer Research

    Navigating Digital Transformation in Contact Centers—A Customer Perspective, Global, 2023 to 2024

    Employee Engagement is the Top Corporate Objective

    Frost & Sullivan's annual survey of contact center solution decision-makers revealed that employee engagement is a top priority for contact center organizations in 2023. Organizations with more employee engagement initiatives benefit from higher employee satisfaction (eNPS) levels and lower attrition. Those with more solutions that support employee...

    $4,950.00

    Special Price $4,455.00 save 10 %